Gem Mauricio Email & Phone Number

Chicago, Il, Us

Chicago, Illinois, United States

Chicago, Illinois, United States

* Executed 10 12-week implementations (5 more by end of Q3 2022), a 9-week project, and a site-add as sole consultant* Contrive solutions for client needs regarding product configuration, workflow design, business management strategies, and accounting* Published 3 client-facing manuals on key system features and peer reviewed 4 others* Developed an accelerated training program for new hires with high potential for consulting, including creating all associated documentation*… Show more * Executed 10 12-week implementations (5 more by end of Q3 2022), a 9-week project, and a site-add as sole consultant* Contrive solutions for client needs regarding product configuration, workflow design, business management strategies, and accounting* Published 3 client-facing manuals on key system features and peer reviewed 4 others* Developed an accelerated training program for new hires with high potential for consulting, including creating all associated documentation* Train & mentor new hires for ~4 months through their first product launch and submit weekly evaluations to leadership team* Conduct internal seminars on feature releases, managing clients, and utilizing internal tools & SOPs Show less

Chicago, Illinois, United States

• Orchestrated 6 project go-lives in under 6 months by coordinating team schedules, drafting meet agendas, and ensuring client readiness; assisted in 1 go-live as a supporting trainer• Taught client frontline staff their workflows in newly acquired software via an online learning management system and remote workshops• Advised client of industry best practices to inform their internal, frontline policies and site configuration• Drafted and peer reviewed client manuals and internal… Show more • Orchestrated 6 project go-lives in under 6 months by coordinating team schedules, drafting meet agendas, and ensuring client readiness; assisted in 1 go-live as a supporting trainer• Taught client frontline staff their workflows in newly acquired software via an online learning management system and remote workshops• Advised client of industry best practices to inform their internal, frontline policies and site configuration• Drafted and peer reviewed client manuals and internal documents, such as new hire onboarding guides and organizational materials Show less

Elmhurst, Il

People Management Development• Interviewed over 30 applicants and onboarded 8 new hires• Wrote the company’s first ever onboarding manual; updated the associate handbook from its 2011 version; and created a living document titled The Guest Services Encyclopedia for my agents to use a reference guide• Conducted regular evaluations to gauge my agents’ performance and coached them through their professional development, offering practice interviews and resume… Show more People Management Development• Interviewed over 30 applicants and onboarded 8 new hires• Wrote the company’s first ever onboarding manual; updated the associate handbook from its 2011 version; and created a living document titled The Guest Services Encyclopedia for my agents to use a reference guide• Conducted regular evaluations to gauge my agents’ performance and coached them through their professional development, offering practice interviews and resume workshopsOperations• Facilitated guest relations to serve two goals: to generate consistent revenue for the company, using occupancy, ADR and RevPAR as metrics; and to create a warm, welcoming environment for our guests, reflected in our customer satisfaction ratings. • Improved company’s LTR score by 9 percentage points and achieved the highest room condition score since 2014• Planned for both short-term and long-term arrivals, ensuring that the front desk was manned and well-stocked; that the guest services team was friendly, well-trained, and solution-oriented; and that housekeeping and maintenance successfully kept rooms operational• Engaged with all guest feedback, both in person and through online review channelsProject Management• Participated in the planning of events of over 1000 attendees as groups manager, specializing in lodging operations• Independently managed over 80 group blocks of 40 room nights or more, as well as sold-out blocks that reached between 250-500 room nights during the summer season• Coordinated with event planners over the course of 3-6 months to complete room assignments for over 300 guests; to fulfill banquet event orders; and to honor special requests and requirementsSales• Secured group sales covering over 80% occupancy by completing request for proposals, by fielding for clients, and by performing tours and walkthroughs of the facility • Submitted business cases to parent company in order to capture corporate group accounts Show less

New Haven, Connecticut

Sales• Persuaded Yale alumni to contribute to the university’s fundraising campaigns, amassing over $350k in under 3 years• Raised average $900 per hour by end of employment • Regularly garnered over 50% of total nightly revenue as the program’s highest performing caller• Improved personal performance statistics every year of my employment, raising over $85k more my final year than I did my first year and increasing my conversion rate by over 50% in the same time… Show more Sales• Persuaded Yale alumni to contribute to the university’s fundraising campaigns, amassing over $350k in under 3 years• Raised average $900 per hour by end of employment • Regularly garnered over 50% of total nightly revenue as the program’s highest performing caller• Improved personal performance statistics every year of my employment, raising over $85k more my final year than I did my first year and increasing my conversion rate by over 50% in the same time frame• Selected to craft an improved sales script and to train other callers in navigating difficult or uncommon turns in conversation Show less

New Haven, Connecticut, United States

Choreography & Management• Choreographed & advertised the first Danceworks piece to reach over 100 subscribers, which became the most subscribed-to dance on Yale University's campus • Coordinated music, costumes, lighting, and stage design for 15 end-of-semester performances for audiences of up to 300 people• Taught choreography to classes of up to 30 dancers• Coached novice dancers through learning the fundamentals of dance and honing their technique and stage presence… Show more Choreography & Management• Choreographed & advertised the first Danceworks piece to reach over 100 subscribers, which became the most subscribed-to dance on Yale University's campus • Coordinated music, costumes, lighting, and stage design for 15 end-of-semester performances for audiences of up to 300 people• Taught choreography to classes of up to 30 dancers• Coached novice dancers through learning the fundamentals of dance and honing their technique and stage presence skills• Provided reference materials to improve retention and accuracy• Invented 2-5 minute pieces in unique styles influenced by vogue, hip-hop, and jazzOperations & Administration• Moderated internal conflicts regarding showcase structure, the increasing membership of the company, and asset management• Scouted for and recruited 4 new choreographers and coached them in their transition to audience-oriented choreography• Called upon as a consultant in deciding show themes, order, length, and other essential considerations Show less

Bensenville, Il

Assignments and Research• Prepared and completed 4-6 immigrant petitions per week for submission to the Department of Homeland Security• Researched the politico-economic conditions of clients’ home countries to compose arguments against their deportation• Studied individual case files to check for accuracy, missing information, and areas in need of bolstering • Specialized in U-visa petitions and assisted in D.A.C.A. petitions, adjustments of residency status, petitions for… Show more Assignments and Research• Prepared and completed 4-6 immigrant petitions per week for submission to the Department of Homeland Security• Researched the politico-economic conditions of clients’ home countries to compose arguments against their deportation• Studied individual case files to check for accuracy, missing information, and areas in need of bolstering • Specialized in U-visa petitions and assisted in D.A.C.A. petitions, adjustments of residency status, petitions for naturalization, etc. Writing & Communications• Translated documents from Spanish to English, including informal character letters and foreign certificates• Drafted and finalized cover letters for certain cases, such as for removal hearings and for requests for waivers• Edited the attorney’s written work and correspondence for errors, clarity, style, and conciseness • Corresponded with other attorneys, courts, detention centers, personal investigators, law enforcement, and other relevant organizations Show less

Schiller Park, Illinois

Supervisory & Managerial Accomplishments• Oversaw reception operations, such as managing registers, regulating inventory, and setting front desk work schedules• Designed and implemented improved internal processes, including credit card authorization procedures, a park-and-fly service, and internal communication systemsGuest Services• Welcomed and accommodated over 100 guests per day, including local travelers, flight attendants, and international visitors• Engaged with… Show more Supervisory & Managerial Accomplishments• Oversaw reception operations, such as managing registers, regulating inventory, and setting front desk work schedules• Designed and implemented improved internal processes, including credit card authorization procedures, a park-and-fly service, and internal communication systemsGuest Services• Welcomed and accommodated over 100 guests per day, including local travelers, flight attendants, and international visitors• Engaged with guest feedback in person and through online channels such as Medallia, Expedia, Google, etc. • Introduced guests to the Chicagoland area and guided them through their navigation of the city, its public transit system, and its events and attractions • Utilized critical thinking and problem-solving skills to address guest concerns and to remedy any in-house issues• Communicated with travel agents to negotiate accommodations for mutual guests Show less