Daniela G. Email & Phone Number

Canada

Canada

Montreal, Quebec, Canada

• Lead quality assurance operations for technical & customer support for internal and OSPs teams• Implement strategies to measure and increase customer satisfaction• Manage the coaching program for tier 1 and tier 2 agents• Recruit and supervise a team of quality analysts, specialists and project manager

Montreal, Quebec, Canada

• Built the Quality Assurance Program based on COPC® standards.• Analyze effectiveness of QA initiatives and projects quantitatively and qualitatively• Establish quality assurance SOPs and provide mentorship to internal QA teams and OSPs QA teams • Drive continuous improvement projects for customer support operations

Montreal, Quebec, Canada

• Analysis, development, and continuous improvements of the learning & quality programs for several lines of business or products.• Recruit and retain highly effective individuals for L&D and QA

Montreal, Quebec, Canada

• Conducted quality assurance reviews and evaluations to monitor customer service agents' interactions• Implemented appeals processes• Conducted monthly calibrations to ensure alignments and adherence to QA standards• Followed Quality SOPs for project intake and planning to support several stakeholders across customer service.

Montreal, Quebec, Canada

Assisting passengers and guests in a fast, efficient and transparent way with all their pre-booking and post-booking needs. Being part of the core mission to advocate on their behalf while maintaining great relationships with our airline and hotel partners. Lead the first vertical created for multilingual requests, coordinating with management to find opportunities and improve workflows related to language requests.

Montreal, Quebec, Canada

• Accompany guests in the planning stage of their trip (luxury division)• Work with suppliers and vendors for all guest-related matters.

Ecuador

Customer service, assistance for passengers in arrivals and departures, domestic and international flights. Check in counters, baggage claims and boarding process. Knowledge of aviation and airport procedures including OACI agreements and IATA regulations.

Quito, Ecuador

• Coordinate local and international projects for the CEO • Follow up on commitments and projects of the 10 different VPs • Monitor quality and progress of internal projects and create daily and weekly reports providing feedback to all vice presidents • Manage customer relations for key accounts and VIP clients• Audit internal projects

Quito, Ecuador

Revenue analysis, daily reports of activities and escalations in customer service. Development of new strategies for customer service improvement. Perform QA audits of internal customer service representatives and outsourced providers to ensure the delivery of outstanding service and to meet company standards.

Quito, Ecuador

• Food and Beverage management of the restaurant• Management of suppliers, vendors and cost control• Recruiting and Hiring

Orlando, Florida Area

• Check-in and check out guests at Disney's Polynesian Resort• Restaurant reservations at Walt Disney World Resort complex. • Book entertainment, show and experiences for customers• Support VIP Lounge Operations

Bachelor'S Degree, Business Administration And Hospitality Management, Bachelor

Activities and Societies: Kaymantá - Asociación del Colegio de Hospitalidad, Arte Culinario y Turismo USFQ Alumni

B.A. Food & Beverage Management, Restaurant, Culinary, And Catering Management/Manager, Bachelor