Front Desk Call Center

SIDNEY M. SANTANA-MIRANDA

*********************@*****.*** +1-407-***-**** OCOEE, FLORIDA

EXPERIENCE

BILINGUAL (SPANISH) CUSTOMER CARE LEAD

MOBI (CALL CENTER) — REMOTE SEP 2021 - PRESENT*

• Led and supervise daily customer experience operations across multiple support channels, ensuring timely responses and adherence to SLAs.

• Managed real-time resource allocation, monitored queues, and maintained shift coverage as Floor Lead to ensure service continuity.

• Facilitated team huddles, addressed scheduling and attendance issues, and supported escalations while coordinating critical tasks using Freshdesk, Talkdesk, and Asana.

• Maintained shift documentation, monitored complex interactions, and drove team accountability through clear communication and project support. FRONT DESK SUPERVISOR & NIGHT AUDITOR

ELEMENT BY MARRIOTT & SONESTA — DENVER, CO SEP 2020 - SEP 2021*

• Managed daily front desk operations, ensuring efficient check-ins, checkouts, and high-quality guest service.

• Led and trained staff, coordinated room assignments, and handled guest concerns with professionalism.

• Conducted nightly audits to verify billing accuracy, reconciled financial reports, and ensured compliance with accounting standards.

• Performed administrative tasks and stayed informed on hotel services and local attractions to support guest needs.

CAGE CASHIER & PLAYER DEVELOPMENT

CASINO DEL MAR — SAN JUAN, PR MAY 2014 - MAR, 2020*

• Handled high-volume cash and credit transactions with accuracy, ensuring compliance with gaming regulations and internal controls

• Provided exceptional customer service by assisting with currency exchanges, payouts, and account inquiries.

• Built strong guest relationships, promoted loyalty programs, and coordinated personalized experiences to enhance player engagement.

• Tracked player activity, managed promotional events, and collaborated with casino staff to deliver exceptional guest service.

EDUCATION

Design and Interior Decor Course

• University of Sagrado Corazon, Puerto Rico April 2019 Cosmetology Course

• Institute of Beauty Careers, Puerto Rico August 2007 - May 2008 Some College Coursework in Communications

• InterAmerican University of Puerto Rico May 2005 - Feb 2007 SKILLS

• Bilingual: Fluent in both English and Spanish (written and spoken)

• Customer Service Leadership: Extensive experience in high-volume call centers, hospitality, and gaming environments.

• Operations Management: Skilled in team leadership, real-time operations management, and process streamlining to improve service efficiency.

• Software Proficiency:

Customer Support & Communication: Freshdesk, Talkdesk, Slack, Zoom, Microsoft Teams

Payment, POS & Audit: Opera PMS, Micros POS, Auth.net

Scheduling & Productivity: Asana, Sling, Google Workspace, Microsoft Office Suite, DocuSign

Platforms: iOS, Microsoft, Google

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