Luis Rodriguez
Kissimmee,FL
Summary
Detail-oriented customer service professional offering a proven history of transforming obstacles into guest satisfaction and loyalty. Aiming to utilize 15 years of guest service experience to bring immediate value to the team.
Overview
6
6
years of professional experience
Work History
Guest Experience Manager
Mars
Orlando, FL
10.2021 - Current
- Monitored the performance of team members to ensure they are meeting customer service standards.
- Analyzed customer data to determine trends and opportunities for improved customer satisfaction.
- Provided guidance, support, and coaching to team members to improve their customer service skills.
- Managed relationships with external vendors related to services impacting the guest experience.
- Oversees a 41% of the store sales come from my captain ship.
- Manage a 14M Store
- Line manager for 20 direct reports and 2 supervisors
Guest Service Specialist
Disney
Orlando, FL
06.2019 - 10.2021
- Provided excellent customer service to ensure guest satisfaction.
- Developed and implemented customer service policies and procedures.
- Monitored calls for quality assurance purposes.
- Analyzed customer feedback data to identify trends in customer service issues.
- Resolved escalated customer complaints in a timely manner.
- Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
Shift Manager
MGM Resorts
Oxon Hill, MD
11.2017 - 05.2019
- Oversaw the training of new employees on customer service, product knowledge, and cash handling techniques.
- Investigated customer complaints regarding merchandise quality or availability promptly.
- Managed and supervised all cage personnel, ensuring compliance with gaming regulations.
- Provided customer service to patrons by resolving disputes involving money or chips.
- Processed large amounts of currency using currency counting machines in a timely manner.
- Performed end-of-shift reconciliations on all cashier drawers and ensured that they balanced accurately.
Education
Bachelor of Science - Criminal Justice
Universidad Interamericana De Puerto Rico
Aguadilla PR05-2008
Skills
- Sales and Upselling
- Guest relations expertise
- Concierge services
- Account Management
- Team member development
- Guest conflict resolution
- Plans & Aligns
- Phone Etiquette
- Spanish
- English
Accomplishments
- Wins Quality Certificate for the quarter of 2024
- Marriott Highly Effective People Certify
Timeline
Guest Experience Manager
Mars
10.2021 - Current
Guest Service Specialist
Disney
06.2019 - 10.2021
Shift Manager
MGM Resorts
11.2017 - 05.2019
Bachelor of Science - Criminal Justice
Universidad Interamericana De Puerto Rico