Susan Tagalicod
Summary
Dedicated Customer Service Professional with a decade of experience enhancing customer satisfaction through effective multi-channel communication. Average of 70 daily interactions, leveraging creative problem-solving to resolve issues and improve customer engagement. Recognized for attention to detail and proactive approach in delivering exceptional support.
Overview
8
8
years of professional experience
Work History
Customer Relations Agent
Camden Property Trust
07.2023 - 08.2025
- Resolved customer inquiries and concerns, enhancing overall satisfaction and loyalty, averaging 70 interactions per day through phone calls, emails, chats and direct messaging, ensuring prompt responses and efficient issue resolution.
- Supported over 180 communities nationwide in 100% remote capacity by promptly resolving tenant inquiries through efficient coordination with onsite management and maintenance teams.
- Maintained records of tenant interactions in CRM systems, enhancing data accuracy for future reference.
- Contributed to overall sales results by providing product knowledge and recommendations to clients through inbound calls, live chats, emails, and texts.
- Developed email short keys for contact center agents to standardize communication with onsite and back-office teams.
Member Experience Specialist
Disney Vacation Club
11.2020 - 06.2023
- Contributed to launch of member-focused initiatives in hybrid environment, enhancing engagement and satisfaction scores by developing policies, procedures, and training materials for prototype Member Experience team.
- Delivered exceptional member service by promptly answering account inquiries and offering tailored information using extensive knowledge of products and services across the property.
- Educated members on resources and benefits of new offering, maximizing engagement across programs and generating sales opportunities within existing memberships.
- Delivered consultative presentations to existing DVC Members, clearly articulating differentiated value of new program solutions.
Front Desk Supervisor & Lead Club Concierge
The Walt Disney Corporation
11.2017 - 08.2020
- Led guest communications during resort-wide construction project, informing incoming guests of impacts and authorizing compensations to maintain service recovery and uphold brand reputation.
- Managed reservations requests and inquiries, facilitating effective communication between departments to ensure guest satisfaction.
- Coordinated guest benefits to improve club experience and increase guest satisfaction.
- Developed operational procedures to streamline check-in and guest engagement processes.
- Trained inexperienced staff on operational standards and best practices for exceptional customer service.
Education
Certificate - Professional Meeting and Special Events planning
Cal State University
Fullerton11-2007
Bachelor's Degree - Business Management and Administration
Brandman University
Irvine03-2026
Skills
- Customer service
- Multi-channel communication
- Data management
- Records management
- Compliance expertise
- Project management
- Creative problem solving
- Training development
- Team collaboration
- Microsoft Suite and Teams
- Zoom and Webex
- Slack and Dropbox
- Collaboration tools
- Presentation skills
Awards
- Resort Cast Member of the Quarter, The Walt Disney Corporation
- Individually highlighted in the DVC Member Newsletter
Timeline
Customer Relations Agent
Camden Property Trust
07.2023 - 08.2025
Member Experience Specialist
Disney Vacation Club
11.2020 - 06.2023
Front Desk Supervisor & Lead Club Concierge
The Walt Disney Corporation
11.2017 - 08.2020
Certificate - Professional Meeting and Special Events planning
Cal State University
Bachelor's Degree - Business Management and Administration
Brandman University