Nathan Sosa
Tucson
Summary
Professional Summary
Dynamic and versatile professional with diverse experience in leadership, customer service, and technical support. As CEO of a Film Production Company, I successfully led creative teams, managed budgets, and ensured the seamless execution of projects from development to distribution. In my roles as a PBX/Reservations Agent and Key Holder Supervisor, I utilized strong troubleshooting skills to address hardware/software issues, improve operational efficiency, and deliver exceptional customer service. I have hands-on experience in database management, system security, and supporting software applications.
Currently pursuing an IT Specialist certification at Pima Community College, I am expanding my technical knowledge with a focus on hardware configuration, network systems, and software troubleshooting. Skilled in providing first-line technical support, managing user accounts, maintaining data integrity, and creating detailed reports and documentation. Known for adaptability, strong problem-solving abilities, and a commitment to continuous learning, I am dedicated to improving workflows and implementing effective technical solutions across all areas of business.
Overview
9
9
years of professional experience
Work History
PBX/Reservation Agent
Casino Del Sol Resort
11.2021 - Current
- Reservation Software & Systems: Experienced in using and troubleshooting hotel reservation systems such as Visual 1 Hotel System, Resnexus RV Reservations, and Windows 11 Enterprise to ensure accurate bookings and smooth operation. Proficient in managing reservations from start to finish, including cancellations, modifications and proficiently possessing payments.
- Database Management & Recordkeeping: Strong knowledge of Visual 1 database systems for efficient retrieval and management of reservation records, guest information, and logs.
- Advanced proficiency in Excel, Outlook, and other MS Office applications for scheduling, communication, and recordkeeping.
- Customer Service Excellence: Delivered high-level customer service by engaging with guests through active listening, making personalized recommendations, and addressing inquiries about bookings, cancellations, and modifications.
- Phone & Communication Skills: Managed inbound calls, developed friendly rapport with callers, answered questions, and effectively guided conversations to successful bookings.
- Cultural Awareness & Sensitivity: Strong understanding of Yaqui culture, customs, resources, and traditions, or a willingness to engage with diverse guests in a respectful and inclusive manner.
- Training & Support: Provided training and support to colleagues on best practices for using reservation systems and office applications, ensuring smooth operations and improved team performance.
Front Desk Agent
Casino Del Sol Resort
10.2019 - 11.2021
- Computer Hardware & Software Knowledge: Experienced in troubleshooting hotel booking systems.
- Software Proficiency: Strong understanding of microsoft windows 11 enterprise and various hotel reservation software for efficient guest management and record-keeping.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Troubleshot and resolved technical issues with hotel management software, hardware, and guest-facing systems.
- Provided knowledge about the local area and assisted guests with cultural understanding and recommendations, particularly for guests interested in Yaqui customs and traditions.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Assisted with software training for staff to ensure efficient use of reservation and guest management platforms.
Running Coyote Fiml Producstions
Ceo
08.2017 - Current
- Strategic Leadership: Leading the vision and direction of the company, defining long-term goals, and overseeing the overall business strategy.
- Team Leadership & Talent Development: Managing and motivating creative and business teams, ensuring strong collaboration and nurturing talent within the company.
- Decision-Making: Making critical decisions on budgets, casting, distribution, and partnerships to drive the company's success.
- Project Management: Overseeing film production timelines, ensuring that projects are completed on schedule and within budget.
- Crisis Management: Effectively handling challenges and unforeseen issues during production, distribution, or post-production phases.
Key Holder Supervisor
Journeys
10.2017 - 07.2019
- Leadership & Supervision: Supervising and managing a team of associates to ensure store operations run smoothly, motivating staff, and addressing performance issues when necessary.
- Inventory Management: Overseeing inventory levels, conducting stock audits, and ensuring that merchandise is organized and properly displayed according to company standards.
- Cash Handling & Security: Responsible for cash management, including handling daily store registers, making deposits, and maintaining store security, especially when opening and closing the store.
- Customer Service Excellence: Leading by example in providing outstanding customer service, resolving guest complaints, and maintaining a positive shopping experience for customers.
- Training & Development: Training new employees on company policies, product knowledge, sales techniques, and customer service standards, as well as continuously supporting ongoing development.
- Sales & Marketing: Driving sales through customer engagement, upselling products, and ensuring the store meets sales targets and promotional goals.
- Store Operations: Overseeing daily store operations, including opening and closing the store, conducting staff meetings, managing store supplies, and ensuring the store is clean and visually appealing.
- Loss Prevention: Implementing and maintaining loss prevention strategies, ensuring that security procedures are followed to protect company assets and reduce shrinkage.
- Problem-Solving: Addressing operational and customer service challenges, including resolving conflicts, handling returns/exchanges, and ensuring compliance with company policies.
- Time Management: Efficiently managing time and resources to ensure that all tasks, from customer service to stock management, are completed on schedule.
- Communication: Excellent verbal and written communication skills, ensuring clear interaction between staff members, management, and customers.
Cashier/Customer Service Representative
Wendy's Co
03.2017 - 09.2017
- Leadership & Mentorship: Successfully mentored new team members, providing training on cashier duties, customer service techniques, and best practices to improve overall staff performance and customer satisfaction.
- Customer Service Excellence: Greeted customers entering the store, identified their needs, and responded promptly to ensure a positive and efficient dining experience.
- Sales & Promotion: Assisted customers in completing orders, locating items, and encouraging participation in the store's reward program, boosting customer loyalty and increasing sales.
- Cash Handling & Financial Accuracy: Maintained a balanced cash drawer and accurately accounted for all transactions, ensuring financial integrity at the end of each shift.
- Team Collaboration: Worked collaboratively with team members to meet customer needs, maintain a smooth workflow, and achieve store goals while maximizing group performance.
- Problem-Solving: Addressed customer issues or complaints quickly and professionally, ensuring a resolution that met customer expectations and maintained satisfaction.
Lifeguard
Wet & Wild Water Park
06.2016 - 08.2016
- Safety Monitoring & Compliance: Observed recreational users to identify safety concerns and prevent violations, ensuring the safety of all guests in and around the swimming pool.
- First Aid & CPR Proficiency: Maintained proficiency in First Aid and CPR to provide immediate, effective support to individuals in distress or emergency situations.
- Safety Awareness: awareness of pool safety procedures and improve overall response during incidents.
- Policy & Procedure Enforcement: Ensured full compliance with pool policies and procedures, offering suggestions to staff to enhance safety measures and promote a safe recreational environment.
- Regulatory Compliance: Ensured that all safety regulations and standards were adhered to, promoting a safe environment for both swimmers and staff.
- Emergency Response: Quick response and effective management of emergency situations, ensuring guest safety and minimizing risk.
Education
Information Technology Specialists - Imformation Technology
Pima Community College
Tucson, AZ01-2026
High School Diploma -
Premier Highschol
1035 Belvidere St #116, El Paso2019
Skills
- Customer Service & Communication: Deliver excellent service by resolving issues and communicating technical details to non-technical users
- Project Management & Leadership: Lead teams, manage operations, ensure timely project completion, and mentor employees for improved performance
- Technical Documentation & Reporting: Create and maintain documentation, process guides, and reports to streamline systems and troubleshooting
- Training & Instruction: Train staff on software, hardware, and customer service best practices
- Multitasking & Time Management: Balance customer support, technical maintenance, and leadership duties while handling urgent issues efficiently
- Adaptability & Problem-Solving: Quickly learn new technologies and adapt to changing technical needs while solving problems in fast-paced environments
- Cultural Sensitivity: Engage and work effectively with diverse communities, with knowledge of Yaqui culture and customs
- Ongoing Education: Pursuing an IT Specialist certification to expand knowledge in IT support, system management, and troubleshooting
- Multitasking & Time Management: Managing multiple responsibilities simultaneously, from customer support to technical maintenance and leadership duties
Handling urgent issues efficiently while maintaining high levels of customer satisfaction - Adaptability & Problem-Solving: Quickly learning new technologies and adapting to evolving technical needs
Demonstrating strong problem-solving abilities in fast-paced environments - Cultural Sensitivity:Knowledge of Yaqui culture, customs, and traditions, with a willingness to engage and work with diverse communities
- Ongoing Education:Pursuing an IT Specialist certification at Pima Community College, expanding knowledge in IT support, system management, and troubleshooting
Timeline
PBX/Reservation Agent
Casino Del Sol Resort
11.2021 - Current
Front Desk Agent
Casino Del Sol Resort
10.2019 - 11.2021
Key Holder Supervisor
Journeys
10.2017 - 07.2019
Running Coyote Fiml Producstions
Ceo
08.2017 - Current
Cashier/Customer Service Representative
Wendy's Co
03.2017 - 09.2017
Lifeguard
Wet & Wild Water Park
06.2016 - 08.2016
Information Technology Specialists - Imformation Technology
Pima Community College
High School Diploma -
Premier Highschol
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