Kaiwana Roberts
Orlando,FL
Summary
Enthusiastic professional, skilled in written and verbal communication across multiple platforms, such as email, live chat, and phone. Proven ability to excel in fast-paced environments while managing multiple tasks effectively. Consistently achieves high-quality outcomes, and supports various departments at Universal Orlando Resort.
Overview
28
28
years of professional experience
Work History
Alternate Channels - Email Counselor
Universal Orlando Resort
Orlando, Florida
11.2023 - Current
- Provide clear written communication via email, and communicate with guests regarding Universal Orlando vacation packages, tickets, Annual Passes, and services.
- Assist in resolving guest concerns and complaints effectively.
- Cross-trained to support the Universal Flexible Payment Department to assist with the cancellation of Flexible Payment contracts.
- Resolved complex customer problems through troubleshooting techniques.
- Continuously met and/or achieved departmental quality and productivity standards.
Alternate Channels - Live Chat Agent
Universal Orlando Resort
Orlando, FL
09.2014 - Current
- Provide clear written communication via live chat, text, and email with guests regarding Universal Orlando vacation packages, tickets, products, and services.
- Troubleshoot to resolve issues with new online vacation packages and ticket orders via live chat.
- Support guests through phone interactions in booking and adjusting vacation package reservations.
- Assist with Universal Orlando finance functions in support of vacation collections.
- Supported management in evaluating a new live chat system.
- Continuously met and/or achieved departmental quality and productivity standards.
Email Coordinator
Universal Orlando Resort
Orlando, Fl
11.2004 - 09.2014
- Facilitated guest inquiries through email concerning Universal Orlando and Universal Studios Hollywood tickets, annual passes, and vacation packages.
- Established personal connections with guests through email correspondence to promote the Universal brand.
- Managed multiple projects simultaneously while meeting tight deadlines in a fast-paced environment.
- Resolved complex customer problems through troubleshooting techniques.
Interviewer (Temporary)
Universal Orlando Resort
Orlando, FL
05.2011 - 05.2011
- Conducted phone interviews to assess candidate qualifications for the Sales Counselor position.
- Gathered detailed information from candidates to ensure accurate evaluation processes.
- Collaborated with hiring managers to understand specific role requirements and preferences.
- Maintained confidentiality of candidate information throughout the interview process.
- Scheduled follow-up calls with applicants as needed when requested by hiring manager or recruiter.
Sales Counselor
Universal Orlando Resort
Orlando, FL
08.2004 - 11.2004
- Handled incoming calls from guests to facilitate the booking of vacation packages, Annual Passes, ticket sales, dining reservations, and inquiries regarding UO services.
- Maximized the guest's experience by offering and providing information on additional products, and assisted with follow-up information about upcoming promotions and ticket offers.
- Resolved customer inquiries promptly and professionally.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Administrative Assistant
Largo Financial Services
Orlando, Fl
01.1998 - 12.2003
- Maintained filing systems, ensuring accurate document organization and retrieval.
- Assisted in the planning and preparation of company-wide meetings.
- Handled correspondence, responding to emails and phone inquiries promptly.
- Managed accounting and balance-due records.
- Organized and assisted with the execution of company conferences.
Education
Associate of Arts - General Studies
Polk State College
Winter Haven, FL06-1993
Skills
- Group and independent worker
- Excellent phone and email etiquette
- Multitasking abilities
- Ability to work in a fast-paced environment
- Detail-oriented
- Strong organizational and communication skills
- Excellent time management
- Knowledge of SharePoint, Microsoft Office, Pega, Galaxy, Salesforce, and Excel
Accomplishments
- Diamond Award Recipient for 2023
- Top Performer Recipient for March, June, September 2024
- Top Performer Recipient for February, April, May 2025
Timeline
Alternate Channels - Email Counselor
Universal Orlando Resort
11.2023 - Current
Alternate Channels - Live Chat Agent
Universal Orlando Resort
09.2014 - Current
Interviewer (Temporary)
Universal Orlando Resort
05.2011 - 05.2011
Email Coordinator
Universal Orlando Resort
11.2004 - 09.2014
Sales Counselor
Universal Orlando Resort
08.2004 - 11.2004
Administrative Assistant
Largo Financial Services
01.1998 - 12.2003
Associate of Arts - General Studies
Polk State College