Call Center Guest Services

TRACY ROBINSON

*** ***** ***** ** • Winter Haven, FL 33884

863-***-**** • *************.***@*****.***

PROFESSIONAL SUMMARY

Highly motivated, results-driven professional with extensive experience in guest services, program

development, staff training, and administrative operations. Proven track record of leading teams, developing

innovative programs, and maintaining compliance in regulated and high-volume environments. Recognized for exceptional communication skills, organizational

excellence, and the ability to handle sensitive situations with professionalism and empathy.

CORE SKILLS

Microsoft Word & Excel • POS Systems •

Telecommunications & Call Center Management •

Customer Service & Complaint Resolution • Regulatory Compliance & Documentation • Staff Recruitment, Hiring

& Training • Program Development & Event Planning • Payment Processing & Financial Transactions • Records Management & Filing Systems • Inventory Management & Stock Control • VIP Experience Development • Cross- Location Collaboration & Retention Strategies

PROFESSIONAL EXPERIENCE

FAMILY CAREGIVER – Self-Directed

2015 – Present

• Managed full-time care for family members, overseeing medical appointments, daily needs, and household

operations.

• Maintained organizational and scheduling systems to ensure smooth day-to-day functioning.

• Coordinated with healthcare providers, service

companies, and community resources to ensure quality of life and support.

LEGOLAND FLORIDA & LEGOLAND MALAYSIA –

Guest Services, Complaint Department, VIP

Experience, and Call Center Manager

2012 – 2015

• Built, supervised, and managed guest services

departments, complaint resolution teams, VIP programs, and call center operations across two international locations.

• Designed and implemented service procedures to ensure efficient handling of guest concerns while maintaining brand reputation and loyalty.

• Trained and mentored team members, fostering a culture of professionalism, empathy, and accountability.

• Developed VIP experience packages that increased premium ticket sales and elevated guest satisfaction scores.

• Oversaw CDC compliance initiatives, ensuring health and safety protocols were consistently met.

• Collaborated with other Merlin Entertainment locations to align customer service strategies, improve satisfaction, and boost retention across the brand portfolio.

HIGHLANDS COUNTY YMCA – Head Coach &

Program Coordinator

2007 – 2012

• Recruited, hired, and trained coaching staff, ensuring all certifications were current and compliant with YMCA standards.

• Registered children for programs and evaluated skill levels for placement.

• Created a sensory-friendly program for autistic children, providing one-on-one coaching in an accommodating

environment.

• Scheduled classes, assigned coaches, and managed program logistics.

• Processed class payments and maintained accurate financial records.

• Increased memberships through community events such as the annual Halloween Haunted House fundraiser.

• Provided front desk coverage, utilizing Microsoft Word, Excel, and POS systems.

• Served as a certified lifeguard when needed.

HOME DEPOT – Floor & Wall Specialist

2005 – 2007

• Sold flooring, carpet, tile, and insulation products, guiding customers through selection and purchase.

• Scheduled installation appointments and coordinated with contractors to ensure quality and timeliness.

• Conducted on-site insulation inspections to verify standards and customer satisfaction.

• Followed up with customers for feedback and resolved complaints as needed.

• Managed daily inventory counts, restocked merchandise, and maintained product displays.

• Worked closely with other Home Depot locations to fulfill customer requests and locate products.

LAKEVIEW MEMORIAL PARK – Administrative &

Burial Services Coordinator

2003 – 2005

• Handled incoming and outgoing sales calls, ensuring prompt and professional customer communication.

• Maintained and updated computer systems to ensure accurate and timely recordkeeping.

• Managed filing systems, including state-regulated certificates for burial, ensuring compliance with legal requirements.

• Processed customer payments and provided detailed transaction documentation.

• Collaborated closely with sales representatives to support client needs and service delivery.

• Oversaw burial arrangements as needed, coordinating with staff and families to ensure respectful execution of services.

• Managed supply orders for burial services and office operations, maintaining adequate inventory levels. U.S. ARMY – FAMILY READINESS GROUP – Key

Caller & Communications Liaison

2001 – 2003

• Acted as primary communication link between base commander and platoon families during deployments to Afghanistan after 9/11.

• Maintained consistent, reliable communication with families regarding critical updates and events.

• Coordinated live video calls between soldiers and their families, strengthening morale and connection.

• Provided guidance, information, and emotional support to military dependents during high-stress periods.

EDUCATION

High School Diploma

ADDITIONAL INFORMATION

Frequent job relocations were due to spouse’s career, requiring adaptability and rapid integration into new work environments.

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