Sabrina Jenkins
Summary
As a Guest Service Senior Coordinator, I am committed to delivering exceptional service while supporting both guests and team members. I bring a compassionate and understanding approach, balanced with the ability to be firm, decisive, and solution-oriented when necessary. I perform effectively under pressure and work well with diverse personalities. I am confident in my ability to work independently, generate innovative ideas, and efficiently oversee operations while maintaining strong communication and teamwork. I continuously seek opportunities to grow, take on new challenges, and contribute meaningful value to the organization.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Guest Services Senior Coordinator (VB, USF, IOA, CW)
Universal Orlando Resort
12.2024 - Current
- Maintains daily budgets and administrative duties, reviewing and making scheduling edits (timecards, shift swaps, etc.)
- Successfully manages high-pressure situations by resolving team member issues, ensuring smooth operational flow, and providing timely reports to management, demonstrating the ability to independently oversee operations and tasks.
- Conducts daily shift meeting.
- Handles escalated guest concerns and communicates with upper management.
- Open and closes locations while monitoring guest trends to help the operation run smoothly.
- Provides daily direction, task assignments, coaching, and performance feedback to a team of approximately 50 employees.
Guest Service Coordinator
Universal Orlando Resort
10.2023 - 12.2024
- Professionally handled Guest concerns and resolved issues in a timely and efficient manner.
- Provided concierge service and acted as a resource for guests on hotel services, facilities, and attractions.
- Independently determined appropriate compensation for in-park concerns.
- Communicated with Guests with cognitive and physical disabilities to determine the most effective accommodation.
- Received, secured, and documented Lost and Found items for the entire company and returned items to Guests in a timely manner.
- Handled cash handling and ensured accuracy at cash out.
Customer Service Agent/Trainer
Alaska Airlines
06.2021 - 09.2023
- Served as a Team Coach, leading training sessions for new hire classes of 100+ trainees on customer service procedures, protocols, and performance standards.
- Trains airport employees to effectively manage multiple tasks in fast-paced, high-pressure environments while maintaining safety and service standards.
- Department of Transportation letter writer that addressed all written complaints received by the guests and helped rectify solutions.
- Trained to assist guests via chat with flight concerns and items left on the aircraft.
- Responsible for filing delayed, damaged, pilferage claims for luggage.
- Answered all incoming calls regarding compensation and reimbursement for the guests’ travel experience.
- Conducted call and chat evaluations on all agents to ensure concerns were properly addressed.
Receptionist/Medical Assistant
Olympia Obstetrics & Gynecology
Olympia, WA
01.2018 - 06.2021
- Managed patient scheduling and appointment confirmations to enhance operational efficiency.
- Processed patient information accurately using electronic health record systems.
- Assisted with front desk operations, ensuring a welcoming environment for patients.
- Responded promptly to patient inquiries, providing exceptional customer service support.
- Coordinated communication between patients and medical staff to streamline workflows.
- Maintained organized filing systems for patient records and administrative documents.
- Supported billing processes by verifying insurance information and collecting payments.
- Trained new reception staff on office procedures and customer service protocols.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Administered patient vaccinations and medications following established protocols.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
Education
DLT Certificate - DLT Round 50
Universal Orlando Resort
Orlando, FL04-2026
Medical Assisting Program -
Everest College
01-2009
Associate's degree -
Pierce College
High School Diploma -
Steilacoom High School
06-2004
Skills
- Strong Communication & Interpersonal Skills
- Team Leadership & Team Member Training
- Operational Efficiency & Multitasking
- Demonstrates composure under pressure and excels at working with diverse personalities to maintain team cohesion and productivity
Awards
Volcano Bay Guest Service Senior Coordinator of the year- 2025
Guest Services Team Member of the Month-February 2024
Accomplishments
- Universal Orlando Resort-DLT Round 50 Candidate
- Assisted Volcano Bay with the Removal of TapuTapus
- Helped implement express wrist bands at Volcano Bay
Certification
Certified Medical Assistant-2018
Timeline
Guest Services Senior Coordinator (VB, USF, IOA, CW)
Universal Orlando Resort
12.2024 - Current
Guest Service Coordinator
Universal Orlando Resort
10.2023 - 12.2024
Customer Service Agent/Trainer
Alaska Airlines
06.2021 - 09.2023
Receptionist/Medical Assistant
Olympia Obstetrics & Gynecology
01.2018 - 06.2021
DLT Certificate - DLT Round 50
Universal Orlando Resort
Medical Assisting Program -
Everest College
Associate's degree -
Pierce College
High School Diploma -
Steilacoom High School