Orlando Santana
Pleasantville
Summary
Dynamic Service Support Specialist Team Lead at Evolution Gaming with a proven track record in technical support and staff training. Adept at problem-solving and enhancing customer service quality, I successfully documented processes and developed training materials, fostering a high-performing team environment. Committed to excellence and continuous improvement in all operations.
Overview
11
11
years of professional experience
Work History
Service Support Specialist Team Lead
Evolution Gaming
Atlantic City
08.2021 - Current
- Provided technical support for gaming systems and software issues.
- Documented troubleshooting processes for internal reference and training.
- Assisted in onboarding new staff with system training and resources.
- Conducted regular quality checks on gaming operations and support services.
- Trained new staff on company policies and customer service best practices.
- Assisted in developing training materials for ongoing staff development programs.
Retail Sales Associate
Borgata Casino and Resort
Atlantic City
08.2019 - Current
- Organized and faced merchandise on shelves and in displays.
- Met performance targets for loyalty program promotional minimums and credit card applications.
- Answered customer questions about return and exchange policies.
- Recommended merchandise to suit customer budget and preferences.
- Maintained customer satisfaction, quickly resolving issues and offering expert assistance.
Supervisor
AC Linen
Atlantic City
05.2015 - 05.2019
- Improved team performance by providing direction and hands-on support.
- Set staffing schedules, administered payroll, and coordinated equipment maintenance.
- Optimized stock levels and coordinated resources to support employees' needs.
- Protected team members from unnecessary risks by conducting regular safety training.
- Adjusted staff methods to achieve new objectives based on company demands.
- Controlled labor costs by streamlining workflows based on expected demands.
- Focused employees on important tasks and prioritized work actions to accomplish daily goals.
Coffee Barista
Starbucks
Atlantic City
09.2017 - 02.2018
- Prepared specialty coffee roasting packages, including selecting, grinding, and packing beans.
- Restored customer loyalty with skilled handling of service and order issues.
- Educated customers about different coffee options, describing taste, strength, and flavorings to help customers make final selections.
- Upheld strict presentation standards for uniform, counter appearance, and drinks.
- Cleaned prep areas and replenished supplies.
Education
Vocational/ Technical HVAC - Air Conditioning/ Refrigeration
Atlantic County Institute of Technology
Hamilton, NJ04.2021
High School Diploma -
Atlantic City High School
Atlantic City, NJ05-2015
Skills
- Multitasking
- Customer service
- Listening skills
- Critical thinking
- Positive and professional
- Quality standards
- Coordination
- Technical support
- Staff training
- Problem solving
- Team building
Languages
English
Professional
Spanish
Professional
Timeline
Service Support Specialist Team Lead
Evolution Gaming
08.2021 - Current
Retail Sales Associate
Borgata Casino and Resort
08.2019 - Current
Coffee Barista
Starbucks
09.2017 - 02.2018
Supervisor
AC Linen
05.2015 - 05.2019
Vocational/ Technical HVAC - Air Conditioning/ Refrigeration
Atlantic County Institute of Technology
High School Diploma -
Atlantic City High School