-Assisted in training new and current team members through Job descriptions by providing them with the proper administration of surveys and different projects in the department.-Provided guest services information to more than 100 guests while entering the park or exiting the park with directions or ticket information.-Obtained an award of excellence by collecting from the guests a total of 2,407 QR code surveys for the project trip ADHOC in 2021-Obtained an award of excellence for 12 consecutive months in the Project “Point of origin” survey error rate below 2% from December 2020 to November 2021-Coached and communicated with more than 10 interviewers on how was their performance while they were executing a project and provided them feedback.-Conducted more than 100 surveys per day on iPad using Qualtrics, and setups, and downloads the data that was collected in the equipment.-Understand and actively participate in Environmental, Health and safety responsibilities following Universal Orlando Policy procedures, training, and team members involvement activities.

-Conducted standardized interviews to capture more than 25 survey participants' perceptions and opinions.-Obtain employee of the month of December in 2019 by achieving daily quotas on data collected on a day- to-day basis. -Provided more than 50 guest services information per day, by providing ticket and theme park information to individuals and small groups.-Performed verbatim transcriptions of more than 100 interviews from the guest by intercepting and collecting data information. -Achieved daily quotas on data information that was collected from iPads at the end of the day from different projects such as “Point of Origin” and “Dining”. -Performed procedures in environmental, health, and safety responsibilities by following Universal Orlando policy.

-Researched destinations, arranged travel, hotel, and transportation bookings, and supervised credit card payments online to ensure proper handling of sensitive information.-Tailored itineraries to meet customers’ specific needs and budgets to improve customer experience and build stronger client relationships.-Develop collaborative professional relationships through clear and effective communication with vendors.-Provided travel brochures and destination literature with points of interest relevant to customer needs.-Investigated customer complaints with transportation accommodations and various travel-related providers.

-Maximizing profitability and setting/meeting sales targets, including motivating staff to do so.-Maintains store staff by recruiting, selecting, orienting, and training employees.-Secures merchandise by implementing security systems and measures.-Lead staff meetings to ensure all associates stay informed of the store changes. -Handle more than 10 staff conflicts, complaints, and problems which was turned in to a successful resolution.-Customer service-oriented attitude. Enthusiasm and a positive attitude all the time.-Provided guest services by addressing customer complaints and issues professionally.-Capability to thrive in a fast-paced and oftentimes high-pressure environment.-Oversee stock levels every day and order new items when required.-Prepare various promotional materials and in-store displays.-Numerical and analytical knowledge to properly manage cash and financial records.

-Managed over 90 incident management bridge calls with support teams, on-call support application team, and management.-Ensured proper escalation procedures were followed and engaged with the correct support teams. - Provided reports every 45 minutes for each incident to the business unit account representative of the current status and impact of the business until a resolution. -Accept and authorize major incident tickets through S -Open/close incident bridge calls. -Ensured that all incidents are worked on and resolved within the established SLAs. -Notification was documented in Service Now and Resolve accurately reflected the key actions that were taken to restore the business.

-Managed more than 300 servers virtually patching (upgrades) on a Wintel Environment using “Hp automation Services” on a weekly basis.-Monitored remediation patching for any issues, restore, and troubleshot more than 30 failed servers after updates.-Performed everyday pre-patching activities such as cluster fail over’s, Citrix load balancing, and troubleshooting servers.-Created tickets for incidents in the Hp management tool. Create, open, close, and cancel tickets for customers. -Managed primary communication methods including phone, E-mail, and SMS via preferred toolset(s), and ensure accurate and timely communications to internal and approved external stakeholders, including management. -Managed more than 50 permissions and reset passwords in Active Directory for individuals or made changes to groups policy, over virtual servers through a Windows server environment. -The working performance was done every day through a remote desktop protocol using a virtual private network (VPN) and an RSA secure ID token.

Customer Experience and Tech support Feb 2015 to March 2017Call Center Customer Services Representative July 2011 to Feb 2015-Promoted and sold more than 100 services: such as PPV events, video programming packages, internet speeds, and phone services. Surpassed sales goals by over 80% each month through the implementation of effective marketing strategies.-Troubleshooted and supported more than 50 services over the phone like: VoIP phones, cable converter boxes, and modems, with metrics software provided on a day-by-day basis.-Analyzed more than 70 service levels and graphics on different software platforms. Also, Outlook configurations were performed, and VPN support. -Worked with Jira Ticket Management system, resolved tickets, and forwarded tickets to different departments in a time frame.-Answered over 40 calls of multiple departments per 10 to 15 min to meet fast-paced SLA procedures of the call center demands.

-Maintain and troubleshoot the network throughout the retail store branches.-Hardware and software installation, configuration, and maintenance of all the systems.-Administer infrastructure, including firewalls, databases, malware protection software, and other processes like analyzing, creating, and verifying data backups.-Supervise and manage team members in completing technician task decisions.-Performed Web Design for advertisements and marketing strategies throughout the branches of the company and update and maintain the website’s Company-Customer service, sales, and support for computers such as; hardware software and cell phones.-IT help desk over the phone. Ensuring the company's SLA policies were followed. -Addressed customer inquiries and resolved complaints.-Stocked and restocked inventory when shipments were received.-Assisted store manager and assigned tasks accurately and efficiently. -Assisted in hiring, interviewing, scheduling, and training new team members.-Manage inventory control, stocking, purchasing, accounts payable, receivable, and team member's payrolls-Purchased merchandise when inventory dropped below predetermined levels.