Sam Horst
Summary
Dynamic leader with a proven track record at Universal Destinations & Experiences, excelling in performance improvement and effective leadership. Championed software adoption, enhancing workflow efficiency, while consistently exceeding performance metrics. Proficient in Microsoft Office and data analysis, I foster team growth through constructive feedback and strategic guidance.
Overview
11
11
years of professional experience
Work History
Special Services Team Supervisor (SAE)
Universal Destinations & Experiences
03.2025 - Current
- Evaluated team member performance regularly, providing guidance for professional growth and development.
- Developed a cohesive team environment through regular communication, collaboration, and constructive feedback.
Specialist
Universal Destinations & Experiences
04.2024 - 03.2025
- Collaborated with cross-functional teams to achieve project goals on time.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
- Analyzed complex data sets to uncover trends, patterns, and areas of opportunity.
Guest Support Services
Universal Destinations & Experiences
06.2023 - 04.2024
- Provide positive solutions and outstanding service for guest escalations.
- Worked effectively in fast-paced environment.
- Provided support and guidance to all departments within the GCC and throughout Universal.
Alternate Channels Agent
Universal Destinations & Experiences
06.2018 - 06.2023
- Delivered exceptional customer service through live chat, text, and email communication.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Adapted quickly to new technologies and programs introduced and guided team through operational changes.
Sales Counselor
Universal Destinations & Experiences
11.2016 - 06.2018
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Maintained up-to-date knowledge of product and service changes.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
Assistant Manager
Hot Topic
02.2014 - 11.2016
- Led 30+ sales associates at one of the country's highest volume Hot Topic stores.
- Provided one-on-one and group feedback and training.
- Utilized Excel to organize and analyze team statistics, enabling data-driven coaching decisions and performance tracking.
Education
Cosmetology
Paul Mitchell The School
Orlando, FLSkills
- Effective leadership
- Assignment delegation
- Report preparation
- Performance improvement
- Developing Leadership Talent graduate
- Proficient in Microsoft Office programs, Galaxy, Universal Desktop, Opera, Windsurfer, Pega, In The Chat, Worldspan, Salesforce, and AmplifAI
Timeline
Special Services Team Supervisor (SAE)
Universal Destinations & Experiences
03.2025 - Current
Specialist
Universal Destinations & Experiences
04.2024 - 03.2025
Guest Support Services
Universal Destinations & Experiences
06.2023 - 04.2024
Alternate Channels Agent
Universal Destinations & Experiences
06.2018 - 06.2023
Sales Counselor
Universal Destinations & Experiences
11.2016 - 06.2018
Assistant Manager
Hot Topic
02.2014 - 11.2016
Cosmetology
Paul Mitchell The School
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