Nia McSwain
Ocoee,FL
Summary
Dedicated professional with experience supporting Contract Specialists in implementing sales agreements across various facets of operations at Walt Disney Parks & Resorts. Proven track record in ensuring accurate and timely notifications to internal stakeholders, managing contract databases, and facilitating client communication processes. Proficient in handling administrative tasks, including setting up user accounts, managing ticket requests, and maintaining standard operating procedures. Strong team player with exceptional organizational skills and the ability to handle multiple projects simultaneously.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Concierge
Hilton Grand Vacations
Orlando, FL
01.2024 - Current
- Proficiently manage and confirm travel bookings, ensuring accuracy and timely communication with guests.
- Utilize comprehensive knowledge of travel industry procedures and regulations to facilitate smooth and seamless travel experiences for customers
- Demonstrate exceptional attention to detail in reviewing itineraries and resolving discrepancies to guarantee a flawless travel arrangement process.
- Researched and evaluated customer information for compliance with internal policies and procedures.
Client Success Specialist
Beyond Finance
01.2023 - 05.2023
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for the customer support team.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Managed over 50 live calls per day.
PARKING ATTENDANT
Walt Disney World Parks
Orlando, FL
09.2021 - 06.2022
- Managed parking and traffic control to facilitate vehicle flow in assigned areas
- Provided exceptional customer service and information, answered questions, and gave directions, contributing to guest satisfaction rate.
- Directed traffic flow within the lot as needed to maintain safety and orderliness.
- Resolved customer complaints in a professional manner while following established guidelines.
VERIFICATION SPECIALIST
Marriott Vacation Club
Orlando, FL
01.2018 - 07.2019
- Processed payments via credit and debit cards and handled sensitive information
- Delivered exceptional service by actively listening to concerns and providing appropriate solutions
- Utilized open-ended questions to understand client needs, resulting in a 20% increase in upselling travel offerings.
HEALTHCARE CUSTOMER SERVICE REPRESENTATIVE
Teletech
Orlando, FL
11.2016 - 12.2017
- Utilized problem-solving techniques to resolve customer complaints and issues quickly and efficiently
- Conducted thorough customer interactions, identified customer issues promptly, and achieved a 90% customer issue resolution rate
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service, resulting in a 95% customer satisfaction rate
- Maintained strict confidentiality and obtained insurance verification and authorization, ensuring compliance with HIPAA regulations.
Administrative Assistant
Feathers by Eve
Orlando, FL
05.2014 - 11.2017
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
Education
Associate of Arts - Business Management
Seminole State College
Sanford, FL05.2025
Skills
- Standard Operating Procedures
- Organization and Prioritization
- Sales Agreement Support
- Client Communication
- Administrative Tasks
- Software Proficiency
- Attention to Detail
- Project Support
Certification
- Google Business Intelligence Certificate
- Google Project Management Certificate
Timeline
Concierge
Hilton Grand Vacations
01.2024 - Current
Client Success Specialist
Beyond Finance
01.2023 - 05.2023
PARKING ATTENDANT
Walt Disney World Parks
09.2021 - 06.2022
VERIFICATION SPECIALIST
Marriott Vacation Club
01.2018 - 07.2019
HEALTHCARE CUSTOMER SERVICE REPRESENTATIVE
Teletech
11.2016 - 12.2017
Administrative Assistant
Feathers by Eve
05.2014 - 11.2017
Associate of Arts - Business Management
Seminole State College
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