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Customer Service & Project Management with 10+ years in Hospitality and Aviation
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Competencies
Applied customer engagement strategies and team leadership to enhance client satisfaction.
Led home and hospitality-related projects, coordinating teams to meet service goals.
Conducted audits and drafted standards to maintain quality in aviation and hospitality operations.
Supervised, trained, and motivated large teams to improve performance and customer satisfaction.
Streamlined customer service processes and quality reviews to enhance operational efficiency.
Education
Summary
Experienced manager specializing in customer engagement, team leadership, and quality assurance within hospitality and aviation sectors.
Key Achievements
- Led customer service teams across multiple organizations, improving customer experience and team performance
- Managed and trained large teams, including up to 50 staff, ensuring quality service standards
- Achieved key operational metrics such as KPIs, customer satisfaction, and quality standards
Experience
Membership Services Manager
Keep the members active and provide them with full details of their new membership, Improve hotel revenue with members that are not active keeping their attention, Lead the E-concierge team, Motive the team with support and leadership to improve Customer Service and provide them with training.
Membership Services Manager
Lead the Customer Service team of the Vacation Club, Guide the agents to achieve the company goals of the Hard Rock Hotels brand in Mexico, Improve areas of opportunity in each member interaction (chat, email, and telephone) to have an excellent customer experience, Quality review of all channels handled by the Contact Center.
Project Manager
Assign a handyman to the previous request made by the customer to complete home improvements.
Core services Manager
Achieve the company ́s kpis (aht, conversion, productivity) with my team of 30 associates, Providing them with effective feedback so the final customer gets the service the company want on every call.
Customer Service Supervisor
Give feedback at the beginning of each shift, Be a guide for the team I was assigned, Provide feedback provided by customer ́s in some situations, Listen to customer complaints and coordinate agents to avoid plane delays.
Customer Service Inplant
Lead a 50-person team including Supervisors and Agents, Increase Customer Satisfaction using training and motivation, Provide results to the Customer Service Director and the Call Center Manager.
Quality Assurance Agent
Ensure that my company’s quality standards are consistently maintained by conducting audits, Draft quality standards, Advise management on ways to improve operations.