Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Karen Gonzalez Patacon

Miami,FL

Summary

Motivated Paramedic Student with practical experience in emergency medical care. Skilled in patient assessment, trauma management, and life support procedures from clinical rotations. Strong communication abilities and quick decision-making under pressure. Committed to delivering quality patient care while following safety protocols.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Front Desk Agent

Acqualina Resort and Residences on The Beach
Sunny Isles Beach, USA
01.2024 - Current
  • Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
  • Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
  • Maintain positive guest relations at all times.
  • Resolve guest complaints, ensuring guest satisfaction.
  • Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
  • Communicate VIP arrivals to designated personnel for escort and delivery of amenities.

PBX - Operator

Acqualina Resort and Residences on The Beach
Sunny Isles Beach, USA
01.2021 - 12.2023
  • Route callers to requested guest or resort personnel/department.
  • Monitor busy lines; check back with caller on hold to update status and offer to take a message.
  • Access system to print guest messages on PBX printer and contact Bell Stand for delivery.
  • Provide callers with accurate information on resort facilities and services.
  • Document all guest complaints or problems; notify designated department/personnel for resolving the situation; follow up to ensure completion and guest satisfaction.

Hostess

Acqualina Resort and Residences on The Beach
Sunny Isles Beach, USA
08.2021 - 12.2021
  • Greeting guests with a warm, welcoming demeanor as they enter the restaurant, lobby, or other dining areas.
  • Managing reservations, checking in guests, and guiding them to their tables or seats.
  • Ensuring that all guests are attended to promptly and courteously.
  • Providing information about resort amenities, services, and events, ensuring guests have all the details they need to enjoy their stay.
  • Addressing any special requests or concerns, making recommendations, and ensuring that each guest feels valued and well taken care of.

Events Catering

Artfood
Doral, USA
12.2019 - 07.2021
  • Coordinating all aspects of the event, from catering to setup and breakdown, ensuring that every detail aligns with the client's preferences and the resort's high standards.
  • Managing timelines, ensuring that events run on time and are well-executed without any issues.
  • Ensuring the quality of food and drink, maintaining high standards of presentation and freshness.
  • Ensuring guests at the event are well taken care of, providing impeccable service and anticipating their needs.

Customer Escalation Specialist

Rappi SA
Bogota, Colombia
03.2018 - 05.2019
  • Act as the primary point of contact for customers who escalate their issues beyond the standard support team. These may include delivery delays, order issues, billing errors, or service disruptions.
  • Address complaints with empathy and professionalism, understanding the customer's frustration while striving to resolve the issue promptly.
  • Analyze the nature of the complaint, gather all necessary information, and take ownership of the resolution process.
  • Investigate complaints thoroughly, collaborating with other departments (e.g., logistics, payments, operations) to identify the root cause of the problem.
  • Offer solutions that are tailored to the issue at hand, ensuring the resolution aligns with company policies while also maintaining a high level of customer satisfaction.
  • Use discretion to offer appropriate compensation (e.g., refunds, credits, or other benefits) when necessary to retain customer loyalty and resolve complaints satisfactorily.

Education

Paramedic -

Broward College
Davie, FL
08-2025

Emergency Medical Technician -

Broward College
Davie, FL
12.2023

EAP (ENGLISH FOR ACADEMIC PURPOSES) -

Broward College
Davie, FL
08-2023

Skills

  • Bilingual
  • Communication skills
  • Conflict resolution
  • Critical thinking
  • Emergency response
  • First aid training
  • Guest Services
  • Guest relations
  • Leadership
  • Multitasking Abilities
  • Patient care
  • Teamwork
  • Team collaboration
  • Team building
  • Safety and security procedures

Certification

  • EMT Florida License, State of Florida Department of Health, 10-04-2024
  • NRMET License, National Registry of Emergency Medical Technicians, 12-27-2023
  • Basic Life Support (BLS), American Heart Association, 04-23-2025

Accomplishments

  • Service Excellence Award - Acqualina Resort, November 2023

Timeline

Front Desk Agent

Acqualina Resort and Residences on The Beach
01.2024 - Current

Hostess

Acqualina Resort and Residences on The Beach
08.2021 - 12.2021

PBX - Operator

Acqualina Resort and Residences on The Beach
01.2021 - 12.2023

Events Catering

Artfood
12.2019 - 07.2021

Customer Escalation Specialist

Rappi SA
03.2018 - 05.2019

Paramedic -

Broward College

Emergency Medical Technician -

Broward College

EAP (ENGLISH FOR ACADEMIC PURPOSES) -

Broward College

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