IT Specialist - 9K Systems, Inc - Orlando, FL
(2020-04)
- Executed and maintained IT infrastructure for up to 300 users, ensuring optimal performance of network systems, servers, and security protocols.
- Delivered tier 1 IT support for hardware and software issues, maintaining nearly zero system downtime outside of standard maintenance.
- Oversaw IT operations and provided technical support to local and remote clients, resolving complex hardware and software challenges.
- Installed operating systems, applications, and security patches to ensure 100% system functionality and data protection.
- Developed and implemented IT policies and risk management measures to protect sensitive organizational data.
- Maintained comprehensive inventory of all IT equipment and supplies utilized by the organization.
- Managed and maintained customer relationships using Salesforce CRM, ensuring data accuracy and timely follow-ups.
Travel Consultant, Activations Specialist - Hilton Grand Vacations - Orlando, FL
(2024-04 - 2025-10)
- Maintained positive KPIs and averaged an 84% or higher tour attendance rate relative to raw bookings.
- Provided expert advice on destinations, accommodations, and travel insurance options to develop customized travel plans.
- Confirmed and secured travel reservations to ensure seamless customer experiences.
- Facilitated itinerary adjustments and resolved client inquiries promptly to maintain high loyalty and satisfaction levels.
Travel Advisor / Activations - Bluegreen Corporation - Orlando, FL
(2023-02 - 2023-05)
- Managed 30+ qualified inbound calls daily, advising on travel destinations, accommodations, and activities to ensure high customer satisfaction.
- Consistently earned the majority percentage of weekly cash spiffs by exceeding performance targets and sales goals.
- Delivered personalized customer service and travel assistance aligned with specific client needs.
- Utilized CRM software to manage client information, bookings, and follow-up communications efficiently.
- Managed a portfolio of 50+ enterprise accounts, ensuring high levels of customer satisfaction and retention.
- Enhanced customer experience by providing personalized travel assistance and resolving client inquiries efficiently.
Assistant Area Manager - Hot Topic, Inc. - Central Southeast Region, FL
(2002-09 - 2007-02)
- Oversaw daily operations for 27 store locations in the Central Southeast Region, managing a workforce of nearly 500 employees.
- Achieved consistent profit margin increases between 60% and 75% over a 5-year period through strategic business development and sales initiatives.
- Recognized as a three-time Red Skull Award recipient for excellence in internal loss prevention and compliance.
- Collaborated with cross-functional teams to optimize store performance and meet rigorous sales targets.
- Negotiated cost-saving opportunities by establishing and maintaining strategic vendor relationships.
- Conducted periodic audits to ensure strict compliance with company policies and procedures.
- Maintained precise records of employee attendance and payroll information for a large-scale workforce.
