Walter Hamuza
7145 Carrickbend Lane Orlando,FL
Summary
Hardworking professional, experienced in the field, and ready for challenging assignments. Reliable in completing quality work and exceeding expectations, devoted to giving every guest a positive and memorable experience.
Overview
2
2
years of professional experience
Work History
Sales and Marketing Ambassador
Marriott Vacation Club, Cypress Harbour Villas
Orlando, Florida
06.2025 - Current
- Greeted guests warmly and provided information about resort amenities.
- Provided exceptional customer service to enhance guest experiences at resort properties.
- Assisted guests with reservations, inquiries, and special requests for accommodations.
- Coordinated marketing materials and promotional events to engage potential customers.
- Managed customer feedback to improve service delivery and guest satisfaction.
- Conducted property tours to showcase the amenities and services offered by the club.
- Assisted in preparing presentations for potential clients, outlining company services, and pricing structures.
- Tracked communications strategies, advertising campaigns, and marketing approaches to measure successes and failures.
- Collaborated with customers to provide customized services to meet specific needs.
Customer Service Team Lead
The Club MCO Airport Lounge
Orlando, Florida
11.2024 - 04.2025
- Greeted and welcomed guests in a timely, friendly manner.
- Assisted in all departments, including the front desk and food and beverage staff, to maintain the smooth flow of the lounge.
- Analyzed customer feedback data to identify areas for improvement.
- I volunteered to handle complaints and issues for the manager during busy time periods.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
- Created reports outlining customer service metrics, such as response times, resolution rates, and first-contact resolutions.
- Provided training and guidance to customer service representatives on policies, procedures, and best practices.
- Assisted in resolving escalated customer complaints or issues in a timely manner.
- Monitored customer interactions with the team to identify areas for improvement, or opportunities for growth.
- Managed daily operations of the team, including scheduling shifts, and assigning tasks.
- Provided daily direction to call center associates.
Concierge
Disney World
Lake Buena Vista, FL
10.2023 - 11.2024
- Greeted and welcomed guests.
- Handled all lost and found procedures, tracking lost items, and returning them to guests in accordance with company policy.
- Provided luggage assistance is part of concierge services.
- Managing reservations, and confirming reservations.
- Provided detailed information about the city's points of interest, restaurants, transportation options, and other activities.
- Performed administrative duties, such as filing paperwork related to concierge service transactions.
- Organized packages received by mail or courier on behalf of guests, while ensuring they are properly tracked.
- Greeted customers and answered their inquiries regarding hotel services, amenities, and local attractions.
- Handled complaints from customers in an efficient manner while working toward satisfactory resolutions.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service-related issues.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Answered, screened, and processed a high volume of calls daily, with a call management system and web-based communications.
- Communicate with other departments to ensure a smooth service.
Education
High School Diploma -
Penn Foster College
Scranton, PASkills
- Marketing strategies
- Attention to detail
- Excellent communication and interpersonal skills
- Multitasking
- Excellent customer service
- Problem-solving and analytical thinking
- Teamwork
Accomplishments
- Trainer at Disney’s Animal Kingdom Lodge
- Leadership Seminar Certificate
- Certificate of Achievement
References
References available upon request.
Timeline
Sales and Marketing Ambassador
Marriott Vacation Club, Cypress Harbour Villas
06.2025 - Current
Customer Service Team Lead
The Club MCO Airport Lounge
11.2024 - 04.2025
Concierge
Disney World
10.2023 - 11.2024
High School Diploma -
Penn Foster College