Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Suleica Sánchez

Kissimmee

Summary

Dynamic Operations Supervisor with a proven track record at Vacation Village at Parkway Resort, excelling in performance monitoring and team training. Enhanced customer satisfaction through effective conflict resolution and reduced call resolution time by 20%. Skilled in operational planning and fostering strong customer relationships, driving team success and loyalty.

Overview

9
9
years of professional experience

Work History

Operations Supervisor

Vacation Village at Parkway Resort
12.2018 - Current
  • Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
  • Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
  • Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
  • Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
  • Lead a team of call center agents handling hotel reservations, guest inquiries, and issue resolution.
    Train, coach, and mentor new hires and existing staff to maintain performance and service quality.
    Monitor call metrics and implement strategies to improve call handling time and customer satisfaction.
    Handle escalated guest issues with professionalism, ensuring a positive guest experience.
    Collaborate with other departments (front desk, housekeeping, etc.) to meet guest needs efficiently.
    Key Achievements:✓ Reduced average call resolution time by 20% through targeted training and system updates✓ Consistently recognized for leadership and team performance

Customer Service Representative

Walmart.com
03.2016 - 2018
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Education

Art Education

Belmont Preparatory High School
The Bronx, NY
06.2010

Skills

  • Operations management
  • Performance monitoring
  • Task delegation
  • Staff supervision
  • Team Training
  • Employee development
  • Customer relations
  • Warehouse operations
  • Customer relationship development
  • Inventory coordination
  • Production
  • Management
  • Compliance management
  • Project planning
  • Customer relationship management
  • Scheduling coordination
  • Human resources
  • Operational planning
  • Incident reporting
  • Data analysis
  • Workflow planning
  • Customer service management

Languages

Spanish
Native or Bilingual

Timeline

Operations Supervisor

Vacation Village at Parkway Resort
12.2018 - Current

Customer Service Representative

Walmart.com
03.2016 - 2018

Art Education

Belmont Preparatory High School

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