Summary
Overview
Work History
Education
Skills
Timeline
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Susana Pinto

Summary

Productive bilingual Call Center Representative offering more than 6 years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. My expertise in multitasking, communication, and problem-solving has enabled me to effectively provide detailed Guest Service to ensure the smooth running of the operation.

Overview

10
10
years of professional experience

Work History

Guest Services Call Center Representative

Walt Disney World Company
04.2023 - Current
  • Responds on average of 90 plus calls per day.
  • Achieves more than 90% on the Quality Monitoring Performance.
  • Accurately inputs service orders on Guests behalf while partnering with several resort departments.
  • Answers incoming calls from Guests and Cast Members and provides assistance with product inquiries, billing questions, and other Guest service-related issues.
  • Attends regular training sessions on updates and changes within the industry or organization.
  • Resolves customer complaints in a timely manner to ensure Guests' satisfaction while delivering call speed, accuracy, and volume on a consistent basis.

Casting Services Coordinator

The Walt Disney Company
06.2022 - 04.2023
  • Supported a team of over 30 recruiters working in a weekly job fair environment with over 200 candidates applying.
  • Coordinated and collected pre-hire paperwork, including signed offer letters, relocation, and other relevant documents.
  • Accurately inputted, maintained and tracked candidates as they move through the recruiting process.
  • Enrolled recruits for office visits and coordinated interviewers in person and over the phone.
  • Aided the Casting Scout program throughout Disney property in person to collect future candidates.

Senior Leaves Associate

The Walt Disney Company
10.2021 - 06.2022
  • Administered leave of absence benefits while adhering to company, state, and federal guidelines.
  • Verified the necessity of leave through the acquisition of comprehensive and accurate medical documentation.
  • Communicated very closely with physicians and other licensed professionals in regard to claimant's
    health condition and medical documentation required for processing of claims.
  • Worked closely with designated HR staff, nurses, and managers to ensure employees' return to work with any temporary or permanent modified duty or work restrictions.
  • Processed all leave paperwork from the request process through leave completion, including regular follow-ups, returns to work, and terminations.

Planning Center Coordinator

The Walt Disney Company
12.2017 - 10.2021
  • Earned several weeks Top Revenue per Ticket as well as the Top Park Hopper Sales.
  • Supported Four Seasons Resort and other non-Disney Resorts with In-House and pre-arrival Guest itinerary planning, including theme park tickets, Disney VIP Tours, dining, and recreational reservations.
  • Handled escalated Guests to resolve their concerns, took actions to provide unique recovery solutions, and follow up as necessary via phone, email, and chat (Zendesk).
  • Oversaw a high volume guest-facing environment at the Disney Springs Ticket Center, ensuring exceptional Guest service is met by utilizing efficient sales through service techniques.
  • Facilitated new hire training and provided operational updates to current Cast Members ensuring policies and procedures are properly met.

Guest Services Specialist

The Walt Disney Company
06.2015 - 12.2017
  • Handles an average of 312 calls per month.
  • Responds to guests inquires, concerns, billing questions and payment extension/service requests and escalates calls appropriately.
  • Addresses and resolves Guests complaints and empathetically and professionally.
  • Refers unresolved Guests concerns to designated departments for further investigation.
  • Cooperatively works with other departments on site and off site, to produce and deliver required work, such as Tickets Services; Wholesaler; Air Help, Documents; Accounting as well as Front Desk and Back office from Disney Resorts and Non Disney Resorts.

Sales and Service Agent ()

The Walt Disney Company
04.2014 - 06.2016
  • Won Silver Recognition for Star Performer for the fourth quarter of 2014 fiscal year.
  • Achieved more than 90% rating on the Quality Monitoring team review 4 month in a row.
  • Facilitated Quality Monitoring meetings to improve team goals on the Scorecard Expectations, and results improved 5% from March until May 2014.
  • Adhered strictly to company policies regarding confidentiality of Guest information.
  • Engaged with Guests exploring their desired vacation experience, providing recommendations and direction for a magical vacation experience at Walt Disney World.

Education

Bachelor of Science - Business Administration in Human Resources

Southern New Hampshire University
07-2023

Bachelor of Science - Tourism Marketing

University of Algarve
Portugal
05-2008

Skills

  • Attention to detail
  • Proficient use of Microsoft Office Suites
  • Proficient communicator
  • Telephone and Email etiquette
  • Data Entry
  • Time Management
  • Portuguese - Native
  • Spanish - Fluent

Timeline

Guest Services Call Center Representative

Walt Disney World Company
04.2023 - Current

Casting Services Coordinator

The Walt Disney Company
06.2022 - 04.2023

Senior Leaves Associate

The Walt Disney Company
10.2021 - 06.2022

Planning Center Coordinator

The Walt Disney Company
12.2017 - 10.2021

Guest Services Specialist

The Walt Disney Company
06.2015 - 12.2017

Sales and Service Agent ()

The Walt Disney Company
04.2014 - 06.2016

Bachelor of Science - Business Administration in Human Resources

Southern New Hampshire University

Bachelor of Science - Tourism Marketing

University of Algarve

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Susana Pinto