Jonathan Vicente
Tampa
Summary
Friendly with proficiency in interacting effectively by telephone with guests of diverse ages, backgrounds and interests. Projects service-mentality with warm, caring attitude while maintaining efficiency and optimizing revenue. Offering years of experience Customer Service.
Overview
21
21
years of professional experience
Work History
Customer Experience Associate
AT&T One Touch Direct
05.2023 - Current
- Asked customers questions to determine, verify and solve common problems.
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Looked for additional ways to expand products to customers by upselling new products and services.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
Reservation Sales Agent
Walt Disney World Central
11.2018 - 04.2022
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Provided customers with information about availability and pricing.
- Resolved various issues and discrepancies for customers.
- Handled billing information over phone.
Rapid Returns Agent
Avis Budget Group
03.2017 - 11.2018
- Managed multiple tasks in high-volume environment.
- Responded quickly to customer inquiries, answering questions and offering insight into products.
- Greeted customers with enthusiasm, offered to take orders and fulfilled each quickly and correctly.
- Addressed guest complaints and resolved issues to promote satisfaction.
- Checked in and inspected returned vehicles.
Valet Ramp Captain
St. Josephs Hospital
01.2017 - 03.2017
- Delivered guest vehicles smoothly and met diverse needs of valet customers.
- Answered guest's questions about property amenities and services.
- Monitored and documented guest traffic flow in valet lot.
- Entered guest vehicle information and location in computerized valet parking system.
Reservations Sales Associate
Walt Disney World Central
10.2016 - 01.2017
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Provided customers with information about availability and pricing.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Rapid Returns Agent
National Alamo Car Rental
09.2013 - 01.2016
- Managed multiple tasks in high-volume environment.
- Greeted customers with enthusiasm, offered to take orders and fulfilled each quickly and correctly.
- Addressed guest complaints and resolved issues to promote satisfaction.
- Checked in a inspected returned vehicles.
Self Check in Kiosk Assistant
Eulen America
02.2011 - 03.2013
- Assisted passengers with checking in for flights, printing boarding passes and checking in and tagging luggage.
- Listened to customer needs and desires to identify and recommend optimal products.
Custodian
Triangle Cleaning Services
03.2010 - 11.2010
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows and dusting.
- Kept building spaces premises clean inside and outside.
- Inspected facility and grounds and picked up trash or other debris impacting appearance or movement flows between spaces.
- Ran variety of cleaning machines such as floor machines designed to strip, wax, extract and top scrub floors and carpets.
Greeter
National Alamo Car Rental
06.2008 - 02.2010
- Displayed friendly, outgoing and energetic behavior to create warm, fun atmosphere for guests.
- Answered customer questions and pointed individuals in right directions.
- Acted as first point of contact for visiting clients and customers.
- Fielded customer complaints and notified managers.
- Assisted customers with luggage and vehicle knowledge.
Park Services Attendant
Lowry Park Zoo
08.2007 - 04.2008
- Directed guests through parking lots, safe pathways, entrances and exits to prioritize guest safety.
- Maintained good knowledge of park amenities and rules to enthusiastically market facility and services.
- Maximized customer service and satisfaction by providing directions to visitors regarding requested locations, events and landmarks.
- Maintained cleanliness of park area, rest rooms and restaurants.
Shoe Department Associate
Sears
02.2007 - 08.2007
- Monitored inventory of departmental supplies and replenished items to enable normal operations.
- Greeted guests in with friendliness and professionalism.
- Worked closely with manager to provide effective assistance for specific aspects of business operation.
Admission Grounds Services
Busch Gardens
08.2003 - 02.2007
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Maintained cleanliness of park area, restrooms, restaurant and employee cafeteria area.
Education
Criminal Justice
Hillsborough Community College
Tampa, FL04.2005
High School Diploma -
Paul R. Wharton High School
Tampa, FL 05.2003
Skills
- Effective Listening
- Information Updates
- Critical Thinking
- Customer Reservations
- Reservation Confirmation
- Telephone Reservations
- Boarding Pass Assignment
Timeline
Customer Experience Associate
AT&T One Touch Direct
05.2023 - Current
Reservation Sales Agent
Walt Disney World Central
11.2018 - 04.2022
Rapid Returns Agent
Avis Budget Group
03.2017 - 11.2018
Valet Ramp Captain
St. Josephs Hospital
01.2017 - 03.2017
Reservations Sales Associate
Walt Disney World Central
10.2016 - 01.2017
Rapid Returns Agent
National Alamo Car Rental
09.2013 - 01.2016
Self Check in Kiosk Assistant
Eulen America
02.2011 - 03.2013
Custodian
Triangle Cleaning Services
03.2010 - 11.2010
Greeter
National Alamo Car Rental
06.2008 - 02.2010
Park Services Attendant
Lowry Park Zoo
08.2007 - 04.2008
Shoe Department Associate
Sears
02.2007 - 08.2007
Admission Grounds Services
Busch Gardens
08.2003 - 02.2007
Criminal Justice
Hillsborough Community College
High School Diploma -
Paul R. Wharton High School