Samantha Bittar Torres
Orlando
Summary
Guest Support Specialist with more than nine years experience in facilitating Guest support, outreach and day-to-day management in a fast-paced, professional environment. Comprehensive background in customer relations, sales support, work place organization and accounting. Proven track record of professionalism, timeliness, accountability, and teamwork in the work place.
Overview
8
8
years of professional experience
Work History
ECommerce Specialist-DPI Flight
The Walt Disney Company
Orlando, FL
01.2024 - Current
- Provide Guest support related to missing photos, expired photos, technical issues, and photo product purchases to enhance the Guest Experience.
- Provide Guest support for Internet Help Desk matters including Itinerary Planning, Ticketing, and the My Disney Experience application.
- Work independently on daily tasks while also supporting other Cast Members and collaborating on solutions whenever needed.
- Maintain efficiency and metrics while ensuring that all Guest needs and concerns are met and addressed and uphold the Disney Central Difference.
Guest Services Call Center Representative
The Walt Disney Company
Orlando, FL
07.2023 - 01.2024
- Adhere to company policies and scripts to consistently achieve Guest satisfaction and quality standards.
- Responded to Guest calls to answer questions about products, services, and parks and provide items and assistance for Resort Guests and Day Guests alike.
- Using multiple programs in conjunction with each other to provide Guests with most updated information possible.
- Worked jointly with fellow Cast Members to provide a constructive, favorable and supportive work environment.
Spa Receptionist
Hilton Orlando
Orlando, FL
09.2022 - 07.2023
- Schedule, assign tasks & hours for staff of 15 spa professionals at a 4-Star Hilton Resort
- Manage guest relations, scheduling, and phone appointments
- Developed relationships with guests to meet client needs and expectations and encourage repeat service.
- Achieved and surpassed specified sales targets by promoting special treatments, additional services, and products.
- Assist in managerial operations, new employee training, and ROS systems
- ROS management.
Substitute Teacher
Miami-Dade County Public Schools
Miami, FL
09.2021 - 06.2022
- Assisted Teachers and students at a K-8 level
- Managed and created lesson plans for short and extended periods of time
- Provided after school care.
Executive Assistant
Scientific Air Management
Miami, FL / Remote
05.2021 - 02.2022
- 24/7 customer and Executive Team assistance in a competitive B2B industry
- Supplied Vice President with executive support including scheduling, bookkeeping, and sales support
- Assisted B2B customers with inquiries and service kit orders
- 24/7 website/phone/email inquiry management.
Hostess, Assignor, Relief Coordinator
Disney’s Yacht and Beach Club & Epcot
Orlando, FL
06.2018 - 08.2021
- Mastered point-of-service (POS) computer system for customer seating
- Worked in tandem with both FOH and BOH staff in order to keep service running efficiently.
- Ensured health and safety protocols were maintained.
- Anticipated and resolved guest and employee complaints and needs to maintain customer satisfaction and workplace effectiveness.
- Maintained balanced cash drawer with accurate documentation.
- Cashed out servers and maintained restaurant stock inventory every day.
Education
Florida International University
Miami, FLSouthern New Hampshire University
Hooksett, NHSkills
- Call Center Operations
- Problem-Solving Skills
- Guest Support
- Excellent Collaboration and Communication skills
- Highly Adaptable
- Microsoft Office (Outlook, Microsoft Word, Excel, PowerPoint, TEAMS)
- Strong Knowledge of The Walt Disney Company History and Disney Central Policies and Procedures
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
ECommerce Specialist-DPI Flight
The Walt Disney Company
01.2024 - Current
Guest Services Call Center Representative
The Walt Disney Company
07.2023 - 01.2024
Spa Receptionist
Hilton Orlando
09.2022 - 07.2023
Substitute Teacher
Miami-Dade County Public Schools
09.2021 - 06.2022
Executive Assistant
Scientific Air Management
05.2021 - 02.2022
Hostess, Assignor, Relief Coordinator
Disney’s Yacht and Beach Club & Epcot
06.2018 - 08.2021
Florida International University
Southern New Hampshire University