Lance Costilla
Haines City,FL
Summary
Customer-focused HVAC professional with over 6 years of hands-on field and customer support experience, bridging the gap between technical service and customer satisfaction. Proven track record of diagnosing complex system issues, managing escalations under pressure, and translating technical findings into clear, actionable guidance for clients and cross-functional teams. Adept at supporting smart HVAC technologies and fostering long-term client relationships in high-demand environments. Known for advocating the customer voice, training teams in service excellence, and driving proactive solutions to reduce downtime and enhance experience. Eager to bring a blend of technical HVAC expertise and customer-first leadership to a Construction Technology company focused on solving the real-world challenges of the HVAC industry.
Overview
8
8
years of professional experience
1
1
Certification
Work History
HVAC-R Mechanical Journeyman
Universal Studios, Destinations & Experiences
02.2018 - Current
- Acted as frontline support for internal stakeholders by diagnosing and resolving complex HVAC system failures in a timely manner, ensuring minimal operational downtime.
- Collaborated with multiple departments (facilities, operations, and safety) to deliver consistent, safe, and comfortable guest and employee environments.
- Communicated technical issues and repairs with clarity to non-technical stakeholders, contributing to improved understanding and faster approvals.
- Advocated for preventive maintenance protocols that improved system reliability and customer satisfaction among park teams.
- Frequently engaged in direct, high-pressure support environments, ensuring client satisfaction and rapid service turnaround.
- Trained new hires and junior techs on both technical processes and customer interaction best practices.
- Supported smart HVAC systems (AAON and KE2) contributing to a forward-looking, tech-integrated facility strategy.
- Adaptable individual with exceptional interpersonal skills and talent for building relationships. Known for delivering outstanding service and enhancing client satisfaction. Focused on fostering positive interactions and creating collaborative environment.
- Organized professional with expertise in managing resources and optimizing performance. Proficient in providing valuable insights and supporting decision-making processes. Committed to enhancing productivity and contributing to overall success.
- Proven ability to develop and implement creative solutions to complex problems.
- Troubleshot and diagnosed faults with vehicle systems and components using OEM-specific code readers, diagnostic trees, and online knowledge bases.
Guest Ambassador
SeaWorld Parks & Entertainment
02.2017 - 01.2018
- Acted as an onsite customer support liaison for thousands of guests daily, solving escalated service issues calmly and efficiently.
- Collaborated with leadership and frontline teams to ensure the highest standards of guest satisfaction across operations.
- Supported feedback collection initiatives and logged customer insights that were later used to guide improvements in park operations.
- Maintained detailed records of account changes, guest incidents and other reportable data.
- Educated guests on different amenities, events and service locations.
- Increased efficiency and team productivity by promoting operational best practices.
- Trained and mentored seasonal staff in customer service expectations and escalation procedures.
- Proactively identified guest pain points and created smoother experience flows in high-traffic areas.
Education
Associate of Applied Science - HVAC-R Technical Trade Program
Seminole State College
Sanford, FL06-2018
Skills
- Pneumatic & Electrical systems
- Mechanical troubleshooting
- HVAC Troubleshooting & Maintenance (Chillers, Compressors, Walk-ins)
- Brazing & Soldering (Copper & PVC)
- Smart HVAC Systems: AAON, KE2
- Customer Support & Satisfaction
- Escalation Management
- Training & Onboarding
- Technical Communication
- Electrical & Plumbing Repairs
- Customer Relationship management
Certification
- PA 608 Certified Universal
- OSHA 10 Certified
- EPA 608 Certified Universal
Languages
English
Native or Bilingual
German
Professional Working
Keetoowah
Professional Working
Timeline
HVAC-R Mechanical Journeyman
Universal Studios, Destinations & Experiences
02.2018 - Current
Guest Ambassador
SeaWorld Parks & Entertainment
02.2017 - 01.2018
Associate of Applied Science - HVAC-R Technical Trade Program
Seminole State College
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