Selina Rivera
Richmond,TX
Summary
Proven track record of leadership as a high school sports captain and team supervisor, effectively managing individuals of different ages and diverse backgrounds. Skilled in designing and improving policies and procedures to maximize efficiency.
Motivated and goal-oriented professional who goes above and beyond to accomplish objectives.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Ledge Loungers
Katy, Texas
06.2023 - Current
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Mentored new employees on procedures and policies to maximize team performance.
- Successfully developed concise and effective standard operating procedure documents to ensure seamless transitions for new hires.
Guest Service Supervisor
Island H2O Waterpark
Kissimmee, FL
12.2020 - 05.2023
- Organized work schedules of over 65 team members between 4 departments and delivered adequate coverage.
- Drove improvements in operational processes, leading to more efficient and effective service delivery.
- Coached and rewarded employees, driving performance improvement.
- Developed and implemented policies and procedures for the operation of the department and establishment.
- Led team training initiatives, improving overall service quality and operational efficiency.
Seasonal Manager
Island H2O Waterpark
Kissimmee, FL
10.2022 - 01.2023
- Managed over 100 Island H2O staff members for Give Kids the World: Night of A Million Lights event.
- Reduced workplace safety or health hazards by enforcing work practices and procedures.
- Identified operational process inefficiencies to recommend necessary improvements.
- Oversaw personnel to maintain adequate staffing and minimize overtime.
Seasonal Guest Services Representative
Island H2O Waterpark
Kissimmee, FL
05.2020 - 11.2020
- Established rapport with other employees to improve operations
- Utilized extensive knowledge of rates, packages, and special promotions to drive sales
- Resolved guest issues with creative solutions, escalating major concerns to management.
Admissions Host
Island H2O Waterpark
Kissimmee, FL
05.2019 - 03.2020
- Examined tickets and passes to verify authenticity.
- Provided prompt resolution to guest conflicts and concerns.
- Maintained order and ensured compliance with safety regulations
Education
HIGH SCHOOL DIPLOMA -
Celebration High School
Celebration, FLSkills
- Leadership
- Team Training and Development
- Problem Solving
- Customer Service Excellence
- Staff Scheduling
- Policy Implementation
- Safety Compliance
- Staff Recruitment
Certification
Microsoft Certified Professional
References
References available upon request.
Timeline
Customer Service Representative
Ledge Loungers
06.2023 - Current
Seasonal Manager
Island H2O Waterpark
10.2022 - 01.2023
Guest Service Supervisor
Island H2O Waterpark
12.2020 - 05.2023
Seasonal Guest Services Representative
Island H2O Waterpark
05.2020 - 11.2020
Admissions Host
Island H2O Waterpark
05.2019 - 03.2020
HIGH SCHOOL DIPLOMA -
Celebration High School
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