Sidney Santana-Miranda
Ocoee,FL
Summary
Bilingual Customer Care Team Lead known for high productivity and efficient task completion. Possess specialized skills in conflict resolution, customer relationship management, and team leadership. Excel in communication, problem-solving, and empathy, ensuring positive outcomes in challenging customer service scenarios. Committed to delivering exceptional customer experiences through effective team guidance and support.
Overview
9
9
years of professional experience
Work History
Customer Care Lead (Bilingual)
Mobi
Remote, FL
09.2021 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Supported sales team members to drive growth and development.
- Processed customer account changes with proprietary software.
- Assessed team performance against established goals and objectives on an ongoing basis.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Trained new customer care staff on company policies, procedures, products and services.
- Created reports that measure the effectiveness of customer service initiatives.
- Maintained high satisfaction score by consistently resolving first-call issues.
Front Desk Supervisor
Element by Marriot & Sonesta
Denver, CO
10.2020 - 09.2021
- Implemented strategies for improving customer service standards across the department.
- Supervised daily operations at the front desk including check-ins and checkouts, reservations.
- Greeted and welcomed guests in a friendly, professional manner.
- Coordinated room assignments, taking into account guest preferences and special requests.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Maintained up-to-date knowledge of hotel services, features and local attractions and activities.
- Performed administrative tasks such as filing documents, answering phone calls and emails.
- Conducted regular audits of front desk operations to ensure accuracy in billing and other transactions.
Cage Cashier & Waitress
Casino Del Mar
San Juan, PR
05.2016 - 03.2020
- Verified customer identification to ensure compliance with gaming regulations.
- Cashed out employee tips and worked with slot technicians to pay out jackpots.
- Counted and verified cash amounts at shift start and balanced funds prior to shift end or close.
- Sold casino chips, tokens or tickets.
- Reconciled cash and casino currency by auditing cash drawers and transaction receipts.
- Managed the payment of jackpots and other winnings to customers in a timely manner.
- Adhered to security protocols and cash-handling best practices to maintain correct totals.
- Prepared balance sheets in accordance with gaming standards and internal controls.
- Processed payments accurately using cash registers or POS systems.
Education
Some College (No Degree) - Communications
Universidad Interamericana de Puerto Rico
BayamónSkills
- Customer service
- Conflict resolution
- Team leadership
- Performance assessment
- Data reporting
- Bilingual communication
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Customer Care Lead (Bilingual)
Mobi
09.2021 - Current
Front Desk Supervisor
Element by Marriot & Sonesta
10.2020 - 09.2021
Cage Cashier & Waitress
Casino Del Mar
05.2016 - 03.2020
Some College (No Degree) - Communications
Universidad Interamericana de Puerto Rico
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