TAYNA SOTO
winter haven
Summary
Bilingual customer service professional with 9+ years of experience delivering exceptional service and building positive customer relationships. Experienced in customer-facing roles across retail, with additional experience in hospitality and healthcare environments. Known for strong communication, compassion, problem-solving abilities, and a reliable, adaptable work ethic. Able to work effectively both independently and as part of a team in fast-paced settings.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Leasing agent
Carlton Arms of Winter Haven
04.2024 - 04.2025
- Responded to resident or prospect inquiries about rent, lease terms, workorders and/or community policies.
- Scheduled tours, phone calls and move-in dates.
- Prepared and organized move-in packets, documentation, and key sets.
- Coordinated resident amenity reservations, including clubhouse and guest suite bookings
- Facilitated property tours, showcasing amenities and community features to prospective tenants.
- Processed money orders and maintained accurate records of resident payments in accordance with company procedures.
- • Utilized RealPage to manage resident accounts, maintain records, process documentation, and coordinate work orders.
- • Used Knock CRM to communicate with prospective residents, track leads, and manage waitlist applicants.
- • Leveraged the LOFT community platform to send resident notifications, announcements, reminders, and event communications.
Pharmacy Technician in Training
Walgreens
11.2023 - 04.2024
- Utilized Intercom Plus (IC+) to assist patients with prescription pickups, resolve medication and account-related issues, manage patient profiles, and access information needed to support pharmacy operations and customer service.
- Assisted pharmacists with daily pharmacy operations, including processing transactions through the POS system, managing high customer volume, stocking inventory, packaging medications, and organizing prescription orders to ensure efficient retrieval and distribution.
- Reviewed, processed, and finalized patient referrals and online requests within the electronic system, ensuring timely completion and compliance with organizational standards.
- Managed inbound calls from patients and providers, resolving inquiries related to patient records, prescriptions, medication refills, and account information.
Practice Coordinator
Cantor Spine Center
01.2023 - 07.2023
- Utilized AthenaOne to manage patient check-in and check-out processes, update and maintain patient demographic information, verify and entered insurance details, schedule appointments, and collected patient copayments while ensuring accuracy and efficiency.
- Ensured the smooth completion of daily clinic operations, including preparing the clinic prior to opening, contacting patients to confirm or cancel appointments, scheduling new patient visits, and verifying that all required documentation was completed electronically on iPads during the patient check-in process.
- Maintained an organized and well-stocked front desk, ensuring readiness for daily operations before opening.
- Worked closely with the billing department to address and resolve billing discrepancies and patient account concerns
Hotel Front Desk
Sonesta Simply Suites
10.2021 - 12.2022
- Managed daily front desk operations using Oracle OPERA PMS, including guest check-ins/check-outs, reservation modifications and cancellations, deposit processing, room status updates, and discount authorizations while delivering amazing customer service.
- Supported housekeeping operations by ensuring timely room turnover, replenishing inventory and supplies, and assisting with laundry services as needed to maintain high standards of cleanliness
- Coordinated with the shuttle driver to schedule timely transportation services, ensuring prompt guest pick-ups and drop-offs while managing shuttle capacity to accommodate guest needs efficiently.
- Ensured all assigned tasks were completed before the end of each shift and provided a thorough handoff to the Night Auditor. Managed guest communications through Expedia, Booking.com, and Priceline by responding promptly to inquiries, reservations, and concerns, while also monitoring and responding to guest reviews to maintain a positive online reputation for the property.
- Maintained and restocked guest amenities and retail areas, including the laundry room snack bar, vending machines, and refrigerators stocked with frozen meal options, ensuring product availability and guest convenience.
- Collaborated with supervisors to complete daily cash reconciliation and cashier closeout procedures, ensuring accuracy and compliance with company policies. Escalated unresolved guest concerns to management when necessary to facilitate timely and effective resolutions.
Remote Customer Service Representative
Chewy.com
06.2019 - 02.2020
- Maintained extensive knowledge of pet species, breeds, and product offerings to assist customers in selecting the most appropriate products for their pets' individual needs.
- Delivered high-quality customer service across multiple communication channels, including phone, email, and chat. Resolved order, shipping, delivery, and billing concerns; processed returns, refunds, exchanges, and replacements; maintained accurate customer account records; and promoted products, Autoship subscriptions, and company services to support customer satisfaction and retention.
- provided support to customers by assisting with account setup and maintenance, updating personal and pet information, managing insurance details, and troubleshooting website navigation. Delivered personalized product recommendations and facilitated purchases through the website or by placing orders directly, ensuring a smooth and efficient shopping experience.
- Managed customer interactions efficiently while maintaining call-handling goals and delivering timely issue resolution. Escalated complex concerns to management when necessary, coordinated transfers to the pharmacy department for medication-related inquiries, and collaborated with shipping carriers to obtain additional information and resolve order-related issues when internal resources were insufficient.
Education
High school diploma -
Senior High
Frostproof, FL01-2018
Skills
- Customer Care, Patient Care, Prospect Care, Guest Care
- Leasing, sales, Customer Service, hospitality, Prospect/ Guest Touring, Suite/Club house Reservation, deposits
- Email, Telephone, and Front Desk etiquette
- AthenaOne, RealPage, Knock, IntercomPlus, OracleOpra PMS
- Experian, Bookingcom, Priceline
- Bilingual; English and Spanish
- Cash Handling, POS Systems, and Money Orders
- Adaptable, reliable, hard working, and compassionate
- remote Customer service
Certification
- Food Handler Certification
- Driver's License
Languages
Spanish
English
Timeline
Leasing agent
Carlton Arms of Winter Haven
04.2024 - 04.2025
Pharmacy Technician in Training
Walgreens
11.2023 - 04.2024
Practice Coordinator
Cantor Spine Center
01.2023 - 07.2023
Hotel Front Desk
Sonesta Simply Suites
10.2021 - 12.2022
Remote Customer Service Representative
Chewy.com
06.2019 - 02.2020
High school diploma -
Senior High