Open To Work
Shantelle Mantilla
Orlando,FL
Work Preference
Summary
Bilingual administrative assistant adept at delivering exceptional service and managing client relationships in fast-paced environments. Expertise in conflict resolution and event coordination, with a track record of optimizing guest satisfaction and loyalty through strong interpersonal communication skills.
Overview
13
13
years of professional experience
Work History
Administrative Assistant
Prepared Materials
Orlando, Florida
04.2026 - 06.2026
- Greeted and welcomed visitors; directed them to the appropriate personnel.
- Answered incoming calls, delivering accurate information to callers, customers, and the public.
- Provided general administrative and clerical support across multiple departments.
- Prepared correspondence, reports, and internal documents.
- Performed data entry, ensuring records remained accurate and up-to-date.
- Maintained employee and department directories; responded to any inquiries.
- Scheduled and organized meeting room bookings and coordinated catering.
- Monitored and ordered office supplies, maintaining optimal inventory levels.
- Received, sorted, and distributed mail and deliveries.
Bilingual Customer Service Representative
CTG/Emovis
Orlando, Florida
10.2025 - 04.2026
- Assisted customers in English and Spanish by providing accurate product information and resolving inquiries.
- Managed customer records, including registration and complaint resolution for efficient service delivery.
- Processed orders accurately using company-specific software to ensure customer satisfaction.
- Ranked consistently in top 5 for team performance in average handle time and adherence.
- Achieved QA scores consistently above 90 through effective communication and problem-solving.
Guest Services
Orlando Marriott Lake Mary
Lake Mary, FL
09.2019 - 03.2020
- Answered phone calls promptly and knowledgeably, ensuring accurate information.
- Collaborated closely with other departments to meet guest needs and provided the best possible experience.
- Dispatched appropriate personnel to guest request and logged data into GXP, action taken and final status.
- Adjusted guest bookings to align with preferences, enhancing overall guest experience.
- Checked in guests through our mobile interface and sent mobile keys.
- Printed and filed daily reports.
Activities Coordinator
Westgate Leisure Resort
05.2018 - 08.2019
- Coordinated activity set up in advance of scheduled events and monitored guest safety throughout each activity.
- Conducted and actively participated in arts and crafts with the adults and children while assisting and being energetic.
- Cultivated strong relationships with customers to build loyalty and repeat business.
- Inspected equipment and facilities for signs of wear or damage impacting safety.
Event Concierge (On Call)
Hyatt Regency
12.2017 - 05.2018
- Served as the liaison between the Event Sales and/or Event Planning Manager.
- Handled and addressed any special needs or requests from the clients on-site.
- Managed customer inquiries with timely and professional responses.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
Convention Assistant
Visit Orlando
11.2016 - 12.2017
- Registered attendees, handled cash/card transactions, printed badges, and provided general event info.
- Assembled packets/portfolios/bags of materials and programs to be distributed to attendees.
- Assisted guests with directions or any inquiries of the events taking place.
Server
Encore Resort Homes At Reunion
01.2016 - 11.2016
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Conducted deliveries to vacation houses in the resort.
Catering Server
Puff 'n Stuff Catering and Events
12.2014 - 08.2015
- Loaded and unloaded tableware, catering supplies and meals to and from catering vehicles to comply with catering logistics.
- Arranged linens and table settings according to seating plan and event theme.
- Served appetizers, delivered entrees, and refilled beverages for banquet guests.
- Provided friendly, courteous service to create memorable moments for guests.
Sales Associate/Cashier
Quiksilver
09.2013 - 06.2014
- Used customer service and sales skills in order to meet sales goals.
- Greeted customers at the front of the store and informed them of special sales.
- Processed credit card and debit payments, providing accurate charges and credits.
- Managed merchandise returns and exchanges by closely checking items and receipts to assess eligibility and make accurate processing decisions.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Connected with customers to support positive transaction experiences and address service concerns.
Receptionist
Western High School
06.2013 - 08.2013
- Welcomed incoming visitors with professionalism, ensuring friendly and knowledgeable assistance.
- Answered phone promptly, efficiently directing incoming calls to appropriate offices.
- Responded to inquiries from callers seeking information.
- Maintained clean and organized reception area to create positive first impression for visitors.
Education
Bachelor of Science - Event Management
University of Central Florida
Orlando, FL05.2018
Skills
- Spanish communication
- Customer relationship management
- Scheduling appointments
- Guest relations
- Guest satisfaction
- Conflict resolution
- Problem solving
- Team collaboration
- Attention to detail
- Strong interpersonal skills
- Event coordination
Timeline
Administrative Assistant
Prepared Materials
04.2026 - 06.2026
Bilingual Customer Service Representative
CTG/Emovis
10.2025 - 04.2026
Guest Services
Orlando Marriott Lake Mary
09.2019 - 03.2020
Activities Coordinator
Westgate Leisure Resort
05.2018 - 08.2019
Event Concierge (On Call)
Hyatt Regency
12.2017 - 05.2018
Convention Assistant
Visit Orlando
11.2016 - 12.2017
Server
Encore Resort Homes At Reunion
01.2016 - 11.2016
Catering Server
Puff 'n Stuff Catering and Events
12.2014 - 08.2015
Sales Associate/Cashier
Quiksilver
09.2013 - 06.2014
Receptionist
Western High School
06.2013 - 08.2013
Bachelor of Science - Event Management
University of Central Florida