Evelyn Ocasio Email & Phone Number

Orlando, Florida, United States

-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.

Orlando, Floirida

-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.

Orlando, Florida, United States

-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.

Quebradillas, Puerto Rico

-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.

Isabela, Pr, Puerto Rico

-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.

Isabela Pr

-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.

Aguadilla, Pr

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.

Quebradillas, Pr

-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.

Bachelor'S Degree, Computer Science Installation And Repair Of Computerized System And Networks, Gpa, 3.64

Associate'S Degree, Business Administration, Management And Operations