Summary
Overview
Work History
Education
Skills
Certification
Volunteer Experience
Affiliations
Languages
Timeline
Generic
SAMARTHA ST. VIL

SAMARTHA ST. VIL

Orlando

Summary

Friendly customer service professional with 6+ years of experience. fremenending test paced resorts. and theme parks. Teaching and security experience exceptional communication, skills, and pursuing a career in healthcare. Qualified Security Officer with experience maintaining safety for campus grounds and facilities. Talented at roving control and entrance control. Successfully remains calm in high-pressure situations and interactions with difficult individuals.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Security Officer (II)

Walt Disney World Resort
Orlando
10.2022 - Current
  • Guest Screening: Experience with or awareness of bag checks, metal detectors, and random secondary screenings at park entrances.
  • Access Control: Understanding of secure entry procedures, MagicBand or ticket scanning, and restricted-area access protocols.
  • Surveillance Operations: Familiar with the use of CCTV and real-time monitoring systems to ensure park-wide safety.
  • Emergency Response Coordination: Knowledge of emergency evacuation procedures, medical response teams, and disaster preparedness drills.
  • Communication & Incident Reporting: Proficient in clear, professional communication during incidents; trained in or aware of proper incident documentation and escalation protocols.
  • Crowd Management: Skilled in maintaining order during parades, fireworks, and high-traffic times using guest flow techniques and crowd control barriers.
  • Loss Prevention: Understanding of shoplifting prevention techniques and asset protection in a high-traffic retail environment.
  • Security Technologies: Knowledge of biometric systems, facial recognition software, and radio communication tools used within the parks.
  • Collaboration with Law Enforcement: Awareness of coordination between Disney security and local/state/federal agencies for large events or threats.
  • Customer Service with Safety: Trained or experienced in handling security concerns while maintaining a positive guest experience.

Marriott Hotel

Call Center
Orlando
07.2019 - 05.2022
  • Answered high-volume inbound calls, assisting guests with reservations, room availability, cancellations, and loyalty program inquiries.
  • Delivered personalized customer service while adhering to Marriott brand standards and quality assurance metrics.
  • Utilized reservation systems ( MARSHA, Salesforce, or internal CRM tools) to manage guest accounts and resolve issues.
  • Handled billing questions, complaints, and escalations with professionalism and empathy.
  • Cross-sold upgrades and promotions to increase booking revenue and guest satisfaction.
  • Maintained accurate records and followed privacy protocols for sensitive guest information.
  • Met and exceeded performance targets including call handling time, guest satisfaction scores, and issue resolution rate.

Guest Services Representative

Bahamas Resort
New Providence
06.2017 - 11.2019
  • Greeted and checked in/out guests with a warm, professional attitude in a fast-paced resort environment.
  • Managed reservations, room assignments, and billing using hotel management software (e.g., Opera or similar).
  • Handled guest inquiries, complaints, and special requests to ensure satisfaction and 5-star service.
  • Provided local recommendations and concierge-level support for tours, dining, and transportation.
  • Maintained a clean and organized front desk area while ensuring secure handling of guest information.
  • Resolved conflicts calmly and efficiently, demonstrating strong problem-solving and communication skills.
  • Worked collaboratively with housekeeping, maintenance, and other departments to ensure seamless guest experiences.

Education

Associate of Science - Nursing

Valencia College
Orlando, FL
12-2026

High School Diploma -

Greater Oasis Christian Academy
Orlando, FL
05-2020

Skills

  • Patient care
  • Clinical documentation
  • Medication administration
  • Customer service
  • Communication skills
  • Emergency response
  • Time management
  • Team collaboration
  • Conflict resolution
  • Investigative tools
  • Dispatch
  • Relationship building and management
  • Theft prevention training
  • High level of integrity
  • Access badge distribution
  • First aid and CPR certified
  • Background investigations
  • Premises patrol
  • Threat assessment
  • Checkpoint management
  • Physical fitness
  • Threat management
  • Metal detector operation
  • Surveillance
  • Conflict resolution techniques
  • Medical terminology
  • Refund management
  • Complaint resolution
  • New teller training
  • Follow-up skills
  • Business development
  • Multitasking and organization
  • Multi-line telephone operations
  • Negotiation strategies
  • Computer proficiency
  • Office equipment proficiency
  • Professional telephone demeanor
  • Document control
  • Hospitality and accommodation
  • Microsoft Excel
  • Grammar
  • Account management
  • Shipping and receiving
  • Exchange coordination
  • Retail sales customer service
  • Reading comprehension
  • Report generation
  • Retail marketing
  • Technical support
  • Product promotion
  • Problem-solving
  • Dispute resolution
  • Executive management support
  • Empathy and patience
  • Escalation management
  • Product education
  • Call escalation
  • Information security
  • Customer relations
  • Product and service solutions
  • Adaptive team player
  • Typing proficiency
  • Retail store support
  • Call management
  • Strategic sales
  • Consultative sales
  • Building rapport

Certification

  • Registered Nurse, 2025
  • Real Estate Licensed, 2025

Volunteer Experience

  • Church Youth Group Teacher, Present
  • Orlando Public Library Volunteer, 2018, Present

Affiliations

• Church Volunteer – Assisted with events, hospitality, and youth mentoring
• Library Volunteer – Helped with book sorting, guest assistance, and children’s reading programs
• Substitute Teaching Volunteer – Supported classroom activities and student supervision
• Bahamas Hotel Service Representative – Commended for outstanding guest support
• Call Center Team Lead (Unofficial) – Handled escalated calls and trained new reps
• Disney Security – Praised for excellent guest interactions and public safety service
• Real Estate Course (In Progress) – Enrolled and preparing for licensure by end of 2025

Languages

English
Native/ Bilingual
haitian creole
Native/ Bilingual

Timeline

Security Officer (II)

Walt Disney World Resort
10.2022 - Current

Marriott Hotel

Call Center
07.2019 - 05.2022

Guest Services Representative

Bahamas Resort
06.2017 - 11.2019

Associate of Science - Nursing

Valencia College

High School Diploma -

Greater Oasis Christian Academy

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SAMARTHA ST. VIL