Lio Bourbon
Summary
Professional guest service representative successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
12
12
years of professional experience
Work History
U.S. Navy – Aviation Technician (Active Duty)
United States Navy, USN
01.2025 - Current
- Maintain and repair advanced aviation systems with 100% compliance with safety and performance standards.
- Removed and installed aircraft subsystem assemblies such as engines, rotors, gearboxes, transmissions, and mechanical flight controls.
- Troubleshoot and resolve complex technical issues under pressure, ensuring operational readiness for missions.
- Collaborate with cross-functional teams of up to 30 personnel, demonstrating adaptability and leadership.
- Earned recognition for precision, discipline, and efficiency in completing mission-critical tasks on time.
Call Center Sales Representative
NASCAR
05.2020 - 01.2025
- First sales representative to meet and exceed sales expectations in the very first eligible quarter.
- Surpassed call conversion targets by 20%+, consistently ranking in the top tier of performers.
- Generated significant revenue through the sale of ticket packages, memberships, and hospitality offerings.
- Conducted 50–70 sales calls daily, consulting with clients and tailoring event experiences to their needs.
- Resolved objections and escalations with professionalism, resulting in a 90%+ close rate on qualified leads.
- Contributed to increased retention by reinforcing customer value, boosting renewal rates by 15% year-over-year.
Call Center Sales Representative
Disney Cruise Lines
02.2019 - 01.2025
- Consistently exceeded monthly sales goals, averaging 115–125% of target performance.
- Drove upsell revenue by 20%+ through tailored recommendations of premium packages and upgrades.
- Handled an average of 60–80 inbound and outbound calls daily, delivering personalized consultation and support.
- Resolved escalated customer issues on first contact in over 90% of cases, ensuring satisfaction and retention.
- Ranked among the top-performing sales representatives for both revenue and customer satisfaction scores.
- Increased repeat bookings by 15% year-over-year by building long-term client loyalty
Retail Guest Service Manager
Walt Disney World Resort
02.2014 - 02.2019
- Managed daily operations for a high-volume guest service location serving hundreds of guests per day.
- Consistently exceeded departmental sales and guest satisfaction goals by 10–20% each quarter.
- Trained and coached a team of 15+ employees on sales strategies, upselling, and service excellence.
- Successfully resolved escalated guest issues with a 95% positive resolution rate, protecting brand reputation.
- Implemented process improvements that increased efficiency and upsell success by 12%.
- Recognized for leadership and service excellence, contributing to company-wide guest experience scores.
Skills
- Call center customer service
- Complaint resolution
- Customer service
- Problem-solving skills
- Technical support
- Sales expertise
- Call center operations
- Organization and time management
- Computer skills
- Active listening
- Leadership
Timeline
U.S. Navy – Aviation Technician (Active Duty)
United States Navy, USN
01.2025 - Current
Call Center Sales Representative
NASCAR
05.2020 - 01.2025
Call Center Sales Representative
Disney Cruise Lines
02.2019 - 01.2025
Retail Guest Service Manager
Walt Disney World Resort
02.2014 - 02.2019
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