Open to opportunities

Desmond Le

@desmondle

Message

I deliver calm, customer-first front-desk support and fast escalation under pressure.

United States

Message

What I'm looking for

I’m looking for a role where I can stay calm with customers, solve issues quickly, escalate when needed, and document clearly—while growing my technical support skills with modern tools.

I’m a customer-facing professional with 5+ years in front desk and guest services, handling busy rooms and phones while staying calm and professional. When customers are upset, I de-escalate on the spot and make fast calls when everything is moving at once.

I’m trusted under pressure, and I don’t just fix the moment—I spot recurring complaints, flag them to the team, and help work toward the root cause. I also run operations when needed, including leading shifts of 7–9 people and keeping a steady pace during peak hours.

Alongside service work, I bring a Computer Science mindset: I troubleshoot by diagnosing problems, recreating issues, and documenting fixes so others can understand them. I’m comfortable with Linux, Windows, SSH, dashboards, and command-line work, and I’m currently studying for the CompTIA A+ certification.

Experience

Work history, roles, and key accomplishments

Current

Front Desk & Guest Services

Current

Red Lotus Nail Salon

Jan 2020 - Present (6 years 6 months)

Served as first point of contact for guests, handling check-ins and phone inquiries, and de-escalating upset customers while escalating major issues to a manager. Identified recurring complaints and flagged them to the team to address root causes.

Customer Service Front Desk Operations Phone Support De escalation Customer Escalation Ticketing CRM Microsoft Office Google Suite

Founder & President

Anhelo Salsa Club (UMass Boston)

Jan 2025 - Jan 2026 (1 year)

Founded and led Anhelo Salsa Club from inception, organizing weekly lessons and campus events with live music. Coordinated university departments, vendors, and performers, and built/trained a successor team to continue operations after graduation.

Leadership Community Building Event Coordination Stakeholder Management Vendor coordination Succession Planning Corporate Trainer

Shift Manager

McDonald's

Jan 2020 - Jan 2021 (1 year)

Managed shifts of 7–9 people during peak hours by assigning work and making fast decisions under pressure. Handled angry customers directly and supported the team during high-volume periods.

Shift Management Team Leadership Customer Service De escalation Assignment

Peer Facilitator

GROW Program (UMass Boston)

Facilitated workshops for 30–35 students, explaining challenging topics clearly and keeping sessions easy to follow.

Workshop Facilitation Student Mentoring Presentation Skills Communication Skills

Education

Degrees, certifications, and relevant coursework

Universidad Nacional Autónoma de México (UNAM)

Computer Science

2025 -

Completed a full semester of Computer Science courses taught entirely in Spanish during a study abroad program.

University of Massachusetts Boston

Bachelor of Science, Computer Science

2021 - 2026

B.S. in Computer Science with coursework including Networking, Operating Systems, Computer Architecture, and Cryptography. Studying toward the CompTIA A+ certification.