Sonja Graves
Orlando,FL
Summary
Experienced hospitality professional with over 18 years of experience in the hospitality industry . Excellent reputation for resolving problems and improving customer satisfaction.
Dedicated hospitality professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
I am looking to broaden my horizons and to experience new and amazing challenges .
Overview
18
18
years of professional experience
Work History
Resort Dispatcher
Walt Disney Company
Lake Buena Vista, FL
11.2010 - Current
- Maintained updated and detailed records of calls in physical and electronic database.
- Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Directed investigations to verify and resolve customer or shipper complaints.
- Printed invoices and created daily shipping logs.
- Trained new employees in various procedures and gave feedback on daily work performance to increase productivity and caller satisfaction.
- Assessed regulatory and operational risks for escalation to management.
- Operated and monitored Hotsos System
- Organized and sent out rooms utilizing the Hotsos system needed to be cleaned or maintenance repairs.
- Proficient in handling Bed Bug issues.
Call Center Representative
Walt Disney World Company
Lake Buena Vista, FL
08.2008 - 11.2010
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Answered average of 100 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Booked dinner reservations for guests.
- Booked show reservations for guests.
Front Desk Receptionist
Walt Disney World Company
Lake Buena Vista, FL
12.2003 - 08.2008
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Used internal software to process reservations, check-ins and check-outs.
- Collected room deposits, fees and payments.
- Monitored office supplies by checking inventory and placing orders.
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
- Protected guest valuables with main safe or in individual boxes to maximize security.
- Promoted local entertainment and sporting events and offered details to assist patrons.
Education
No Degree - General Studies
University of Louisiana At Monroe
Monroe, LAAssociate of Arts - American History
Bellevue University
Bellevue, NE2024
Skills
- Dispatch Recordkeeping
- Personnel Monitoring
- Service Requests
- Work Order Preparations
- Paperwork Processing
- Conflict Resolution
Traveling, exploring nature, reading, trying new foods
I enjoy taking vacations with my family and friends,I enjoy taking long quiet walks off into nature whenever I can,I love to stargaze, I enjoy reading books on the strange and unknown. I also have a youtube channel called Sonja's News.
Timeline
Resort Dispatcher
Walt Disney Company
11.2010 - Current
Call Center Representative
Walt Disney World Company
08.2008 - 11.2010
Front Desk Receptionist
Walt Disney World Company
12.2003 - 08.2008
No Degree - General Studies
University of Louisiana At Monroe
Associate of Arts - American History
Bellevue University