Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Zashary Baez

Orlando,FL

Summary

Motivated and customer-focused professional with 20 years of experience in delivering exceptional customer service. Proven ability to manage high-volume inquiries, provide accurate information, and resolve issues efficiently. Strong communication and interpersonal skills, enabling effective interactions with diverse customer bases. Adept at using various software and tools to enhance the customer experience.

Overview

13
13
years of professional experience

Work History

Service Counselor

Universal Orlando Resorts
09.2024 - Current
  • Engage guests by asking open ended questions to identify the guests’ need and provide assistance with selection of ticket media.
  • Responsible for using suggestive selling and up selling techniques and providing accurate and current information regarding various product offerings and entitlements .
  • Process transactions for the sales of park admissions media, annual pass products and other offerings.
  • Provides relevant park information to guests as well as engaging in positive guest interactions with all guests.

Property Manager

Mila Realty
01.2023 - Current
  • Communicated with vendors and contractors concerning work scheduling, billings and certificates of insurance
  • Handled operational oversight for 200 properties, setting budgets and supervising office staff
  • Supervised on-site staff members such as leasing agents, maintenance workers, and security personnel

Guest Services Representative

Hampton Inn Airport
04.2012 - 10.2024
  • Maintained thorough knowledge of hotel services, amenities, room locations and rates and local attractions
  • Handled guest check-ins and reservations, verifying details and processing account charges
  • Built customer loyalty with swift and personable attention to special requests
  • Promoted hotel services and upsold additional offerings to enhance guest experiences
  • Deescalate customer dissatisfaction & Resolved guest complaints professionally and courteously

Travel Expert

JetBlue Travel Products
10.2021 - 06.2023
  • Planned and booked complex and large-scale domestic and international travel packages
  • Booked flights, accommodations, cruises, tours, and activities for clients
  • Provide customers exceptional service while working efficiently
  • Addressed customer complaints or concerns quickly to maintain high levels of satisfaction as well as decreasing potential lost revenue for the business
  • Collaborated with team members to share knowledge and support business goals
  • Conducted all unit inspections to identify necessary repairs and record damages

Education

MTA 98-375 Certification -

American College Consortium
01.2019

Criminal Justice - undefined

Valencia Community College
01.2007

Skills

  • Excel
  • Word
  • PowerPoint
  • Publisher
  • Sabre
  • Switchfly
  • OnQ
  • Communication skills
  • Customer service
  • Detail oriented
  • Team work
  • Interpersonal skills
  • Organizational skills
  • Problem solving skills
  • Bilingual
  • Guest Relations
  • Galaxy
  • Webstore
  • Agent Store

Languages

Spanish
Native or Bilingual

Timeline

Service Counselor

Universal Orlando Resorts
09.2024 - Current

Property Manager

Mila Realty
01.2023 - Current

Travel Expert

JetBlue Travel Products
10.2021 - 06.2023

Guest Services Representative

Hampton Inn Airport
04.2012 - 10.2024

Criminal Justice - undefined

Valencia Community College

MTA 98-375 Certification -

American College Consortium

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Zashary Baez