Swan Nelson Email & Phone Number

Orlando, Florida, United States

- Managed customer escalations with Customer Success Managers (CSMs), achieving a 95% CSAT scoreby ensuring timely, effective resolutions that met and exceeded service level commitments.- Developed a Tier 1 mentorship program to support new employees, equipping them with the tools and guidance needed for long-term success.- Participated in a rotational on-call schedule to support customers with 24/7 access, ensuring servicereliability and swift response to critical incidents.- Analyzed customer feedback and trends using data-driven methodologies, providing actionable insights to Engineering and Product teams for continuous improvement.- Piloted the adoption of Salesforce as the new ticketing platform, increasing support team efficiency by20% through streamlined case management.- Held weekly meetings with partner companies to discuss and implement process improvements,enhancing operational workflows and collaboration.

Orlando, Florida, United States

- Replenished food items, paper products and canned goods to keep pantrywell-stocked during busy periods.- Arranged and prepared tables for customers to offer memorableexperiences to guests and foster repeat business.- Worked with POS system to place orders, manage bills and handlecomplimentary items.- Cultivated warm relationships with regular customers.

Orlando, Florida, United States

- Leading and communicating with a team of 35-50.- Responsible for checking in guests and guiding them through the sign in process.- Responsible for opening and closing the store.- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.- Collaborated with vendors to locate replacement components and resolve advanced problems.

Orlando, Florida, United States

- Attendent at Journey To Atlantis, Manta, and Kraken.- Part of the launch team for Kraken Unleashed.- Responsible for making sure ride safety guidelines were followed.- Provided instructions to guests prior to boarding in order to ensure a flawless and safe experience.