Sorina Seguinot
Oviedo,FL
Summary
Dynamic and detail-oriented Guest Service Representative with a proven track record at Drive Shack, excelling in issue resolution and guest relations. Recognized for fostering loyalty through exceptional customer service and adeptly managing high-pressure situations. Earned multiple promotions in recognition of consistently exceeding performance expectations, demonstrating strong leadership, reliability, and a commitment to delivering high-quality results. Proficient in cash handling and committed to maintaining a positive guest experience.
Overview
4
4
years of professional experience
Work History
Call Center Agent
Lake Nona Wave Hotel
Orlando, FL
03.2026 - Current
- Managed high volume of inbound calls, ensuring customer inquiries were addressed promptly and accurately.
- Utilized hotel management software to document guest interactions and resolve issues effectively.
- Collaborated with team members to enhance customer service protocols, improving overall guest satisfaction scores.
- Resolved conflicts by employing active listening skills, leading to successful outcomes in challenging situations.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
BOH/FOH Manager
Driveshack
Orlando, Florida
05.2022 - 03.2026
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Supervised daily operations, ensuring exceptional guest experiences and adherence to service standards.
- Trained and mentored staff on customer service best practices and operational procedures.
- Monitored inventory levels, ensuring timely replenishment of supplies for smooth operations.
- Coordinated special events, managing logistics to optimize guest engagement and satisfaction.
Outdoor Vending
Walt Disney World
Orlando, Florida
02.2022 - 05.2022
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
Education
Timber Creek High School
Orlando, FloridaValencia College
Orlando, FLSkills
- Computer skills
- Guest accommodations
- Detail-oriented
- Issue resolution
- Customer service
- Multitasking
- Training and mentoring
- Inventory tracking and storage
Timeline
Call Center Agent
Lake Nona Wave Hotel
03.2026 - Current
BOH/FOH Manager
Driveshack
05.2022 - 03.2026
Outdoor Vending
Walt Disney World
02.2022 - 05.2022
Timber Creek High School
Valencia College