Summary
Overview
Work History
Education
Skills
Language
Work Availability
Timeline
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Mandie N Shaeffer

San Antonio,TX

Summary

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

13
13
years of professional experience

Work History

Guest Contact Center

Universal Orlando Resort
08.2021 - Current
  • Arrange and booked vacation packages to include flight, hotel and park ticket; sold/ modify park tickets and vacation packages, corrected and processed annual passes, liaison between guests and various departments.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Developed and maintained courteous and effective working relationships.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Park Services Attendant/Trainer

Universal Orlando Resort
07.2018 - 08.2021
  • Trained new hires and transfers per SOP, GOP and safety guidelines, assisted guests’ needs and liaison for other departments.
  • Provided one-on-one mentoring to help individuals reach their full potential within the organization.
  • Coached employees on best practices, providing constructive feedback to support their professional growth.
  • Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
  • Mentored new hires, resulting in stronger staff development and increased productivity.

Attractions Attendant

Universal Orlando Resort
11.2016 - 07.2018
  • Assisted guest per safety guidelines that are stated in the SOP and GOP
  • Contributed to a positive work environment by assisting team members in daily tasks and ensuring smooth operations.
  • Collaborated with fellow attendants to maintain safety procedures, ensuring a secure environment for both guests and staff.
  • Assisted guests with special needs, providing accommodations that ensured their enjoyment of the park''s offerings.
  • Operated rides and attractions according to written guidelines to reduce injuries.
  • Followed posted height and age restrictions and denied access to attraction for guests under minimum requirements.

Hostess

Olive Garden
10.2017 - 03.2018
  • Seated guests and made reservations
  • Answered customer questions about hours, seating, and menu information.
  • Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
  • Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
  • Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
  • Supported servers, food runners, and bussers with keeping dining area ready for every guest.
  • Maintained a clean and welcoming environment, ensuring the comfort of guests throughout their visit.

Cook

AMC Theatres
12.2015 - 06.2017
  • Managed daily food preparations, coordinating tasks among team members to ensure timely completion of all orders.
  • Ensured compliance with all health department regulations while handling food preparations and storage procedures.
  • Enhanced customer satisfaction by consistently maintaining high-quality food preparations and presentation standards.
  • Enhanced food safety by maintaining a clean and organized kitchen, adhering to sanitation regulations.
  • Assisted servers with efficient food delivery, ensuring timely service for guests.
  • Adhered to procedures in preparing food items.

Trainer

Freddy’s Frozen Custard
12.2014 - 11.2016
  • Responsible for making sure orders were correct & assisted with food preparations, for training all new staff kitchen proper procedures
  • Provided coaching and mentoring to employees.
  • Coached employees on best practices, providing constructive feedback to support their professional growth.
  • Trained other employees in customer service, food safety, and performance requirements.
  • Taught new team members correct procedures for all areas of operations.
  • Studied crew members during work shift to provide feedback and guidance in improving performance.
  • Set positive example for team members by providing high-quality, efficient service.
  • Greeted customers with smile and provided friendly service to professionally handle every need.
  • Maintained current knowledge of all team position requirements.

Crew Trainer

McDonalds
10.2012 - 12.2014
  • Trainer and support staff
  • Demonstrated exceptional multitasking abilities while handling multiple orders simultaneously under high-pressure situations.
  • Ensured food quality and safety through strict adherence to company guidelines and sanitation protocols.
  • Collaborated with team members to complete tasks quickly during peak hours, minimizing wait times for customers.
  • Supported smooth store operations by taking on additional responsibilities such as opening or closing procedures when needed.
  • Maintained a clean dining area for guests, ensuring a positive experience with every visit.
  • Assisted management in resolving customer complaints, resulting in increased loyalty and repeat business.

Trainer

Wendy’s
02.2014 - 09.2014
  • Trainer and support to staff
  • Improved customer satisfaction by providing efficient and friendly service in a fast-paced environment.
  • Served as an essential liaison between management staff and crew members, relaying crucial updates regarding scheduling changes or policy adjustments proactively.
  • Boosted sales by upselling menu items, suggesting popular choices, and promoting limited-time offers.
  • Contributed to the development of new employees through comprehensive onboarding processes, including hands-on training and mentoring.

Education

High School Diploma -

Mansfield Summit High School
Mansfield, TX

No Degree -

St. Philip's College
San Antonio, TX

Skills

  • Friendly, positive attitude
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Time management
  • Dependable and responsible
  • Multitasking
  • Multitasking Abilities
  • Computer skills
  • Calm under pressure
  • Active listening
  • Problem resolution

Language

English

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Guest Contact Center

Universal Orlando Resort
08.2021 - Current

Park Services Attendant/Trainer

Universal Orlando Resort
07.2018 - 08.2021

Hostess

Olive Garden
10.2017 - 03.2018

Attractions Attendant

Universal Orlando Resort
11.2016 - 07.2018

Cook

AMC Theatres
12.2015 - 06.2017

Trainer

Freddy’s Frozen Custard
12.2014 - 11.2016

Trainer

Wendy’s
02.2014 - 09.2014

Crew Trainer

McDonalds
10.2012 - 12.2014

High School Diploma -

Mansfield Summit High School

No Degree -

St. Philip's College

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