Leticia Quevedo

• Resolved guest concerns promptly, professionally and with empathy while adhering to company policies related to guest relations.
• Managed guest accounts and updated records in the system accurately.
• Supported guest with limitations to improve overall visit satisfaction.
• Maintained updated knowledge through continuing education and advanced training.

Systems Utilized: Galaxy, SalesForce, FlexPay, Team Member Tools.

• Welcomed large volume of guests and improved overall customer service.
• Managed guest complaints and rectified issues to complete satisfaction.
• Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
• Documented guest suggestions and complaints through SalesForce to facilitate process improvements with leadership.

Systems Utilized: Galaxy, Denali, SalesForce, Guest Order Search, FlexPay.

• Performed daily opening and closing procedures such as counting money, and cleaning venue.
• Entered information in GALAXY system to maintain updated details related to guest ticket orders, reservations and payment method.
• Assisted guest with ticket purchases with fact finding, trip planning, pricing and scheduling.
• Ensured that all sales transactions were completed accurately and efficiently as well as maintained accurate records of ticket sales receipts and refunds.
• Resolved guest complaints in a professional manner.
• Tracked inventory levels of tickets in stock, ensuring adequate supplies are available at all times.

Systems Utilized: Galaxy

• Greeted guests and provided them with information about the theme park.
• Assist guest by scanning tickets and ask for Biometric if needed
• Help with problematic tickets by giving them the fastest solution
• Assist team members with opening/closing procedures.
• Maintained a professional appearance while on duty.

• Managed high-priority customer escalations with effective communication and resolution strategies.
• Collaborated with cross-functional teams to address complex customer issues promptly.
• Maintained documentation of escalated cases for compliance and reporting purposes effectively.
• Utilized phone systems and software to log calls efficiently and effectively.

Systems Utilized: Galaxy, SalesForce, FlexPay, AWS, Team Member Tools.

• Trainer in the following venues: Admission Host, Guest Ambassador, Universal Box Office and Ticket Booths.
• Evaluated individuals regularly for progress or growth potential to guide decisions regarding advancement and additional training.
• Provided constructive feedback and positive reinforcement to keep trainees motivated.
• Managed the technical setup for classrooms, ensuring that all systems are functioning properly prior to class start time and recommended changes or improvements in existing training processes as needed.
• Provided support for trainers in order to ensure successful delivery of courses.

• Answered incoming patient calls and emails in a professional manner.
• Scheduled and confirmed patient appointments.
• Referred patients to appropriate professionals and services.
• Documented and managed patient information in computer system.
• Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.

Systems utilized: RingCentral, Metabase, HelpScout