Miguel Angel De La Torre Email & Phone Number

Málaga, Al, Es

Usa

Assisting talent and onboard teams to improve performance and achieve strategic goals through bespoke solutions, training and development programs applying data analysis, HRIS initiatives and business acumen.

Seattle, Washington, United States

Working with the HR team and Departmental Managers to support business strategies by developing comprehensive learning and development plans, conducting performance improvement plans, and coaching to provide support and custom learning solutions that create a lasting impact.

Granada, España

Design and facilitate tools and programs that support our business goals and ensure our employee's success through training and professional development.• PERFORMANCE IMPROVEMENT EVALUATIONS-Used in-depth root cause analysis to identify the customer service critical points and created best practice workshops to reduce customer complaints by 25%.• TRAINING DESIGN-Introducing a COVID-19 prevention and best practices corporate training for office personnel and customer service staff.• Simplified policies and customer service procedures to alleviate employee’s workload decreasing customer check-in process time by 50%.• SPECIAL PROJECTS-Developing in collaboration with Head of Departments new cost-cutting initiatives to reduce waste and expenses by 19% before 2021.• PERSONNEL WELFARE-Developed and completed employee reward programs with internal and external customer service focus which increased satisfaction ratings in 2pts.

California, United States

Working with Hotel, Deck & Technical departments to develop and deliver customized learning & development solutions through needs analysis assessments, followed by impact measuring.PERFORMANCE IMPROVEMENT CONSULTATIONS – through data gathering, observations, guest comments & evaluations, interviews, and a focus group with managers and team members, discuss personalized curriculum to support teams or individual crew membersTRAINING DESIGN – Creation, piloting, and delivery of customized L&D solutions according to departmental needs. Additional design and implementation of cross-departmental training such as New Hire Orientation & Supervisory Skills.TRAINING DELIVERY – Facilitating an engaging atmosphere with scenario-based activities where crew can learn new concepts and immediately apply them in a safe and fun environment, improving further transferability to the workplace, following the 70/20/10 principle.IMPACT MEASURING – Partnering with Managers/Heads of Departments to measure change and training success through observations, comments, and guest evaluations.SPECIAL PROJECTSDevelopment and Implementation of Projects such as Language Learning, Cultural Differences, and Onboarding.CREW WELFARE – Support with organization, decoration, and advertisement of crew activities and development of future programs to enhance crew well-being.Achievements: • Analyzed ship revenue departments and created tailored training to increase employee efficiency and departmental profit by 15%.• Created and introduced “Supervisory Skills” Training courses for 200 managers and heads of departments.• Conducted corporate and mandatory training for over 2000 crew members.

Torre Del Mar, Málaga Y Granada. Andalucía, España

Created the new business concept and designed, implemented, and delivered customer service training and complaints handling standards using the 70/20/10 principle. • Created a new Business Plan to revamp the restaurant site, building, and furniture and increase profits and customer online ratings and reviews.• Managed the renovation of the structure, interior, and purchasing of new furniture maintaining the cost below €150K.• Interviewed, hired, and trained new staff in customer service which increased review ratings by .9 and positive reviews by 400 within the first year.• Increased profits by 20% within less than a year after the reopening. • Completed a second renovation during the COVID-19 which reduced the cost by €45K to update kitchen supplies, electric appliances, equipment and interior design.

Instructing and training new managers to develop successful business plans with emergency points and red flags. Website and course topics and contents creation, in charge of commercial and public relations.• Company public speaker at the Entrepreneurs and Investors event in Jaen and Granada.• Created the company courses catalog and content for corporate mentoring and coaching programs.

Granada, España

Facilitating courses in English, French, Japanese and Chinese languages. In charge of business development and collaborations with public universities and private institutes.

Qatar

Manage the teamwork in the second Business Cabin, official language speaker inflights to China, Japan, Brasil and Spain, ensuring customer service is up to thecompany high standard, also dealing with problem solving and service recoveryinside the flight dynamic environment, promoting the company services andbusiness and fidelization of the customers to the frequent flyers program, with aspecial emphasis on safety and security on board the aircraft.• Trained new crew to the service process, managing up to 10 people in Business and economy class• Co-Responsible for the implementation of the “No-Mat” policy that saved over $2M.• Trained in five star and VIP customer service acting as service recovery officer onboard.• Promoted on fast track due to excellent performance.

Master In Business Administration - Mba, Business, Management, Marketing, And Related Support Services, Master

Activities and Societies: Marketing strategies. CSR, inclusion and driving change Supply Chain and logistics Strategic Planning New World.

Master'S Degree, Human Resources Management/Personnel Administration, General, Master

Activities and Societies: Strategic Planning HR Management and Talent Acquisition Coaching and NLP Team Management and Conflict Resolution.

Diploma Of Education, User Experience Design, Diploma

Mba Business Foundations

Introductory courses on finance, marketing, microeconomics and accounting.

Six Sigma Black Belt Certificcation Bko Accredited, Lean Six Sigma & Kaizen

Six Sigma quality courses and training is a control methodology for process improvement; used in project planning, personnel and assets.

Hr Management Course

Understanding alternative approaches to managing human resources and appreciating the diversity of factors that motivate workers Applying.

Consulting Skills, Business Administration

Methodology and process behind successful consultation and audit for corporate internal clients, managers and departments within a company.

Corporate Coaching And Mentoring, Coaching Training

Learning about Coaching techniques and Mentoring developer systems to produce great teamwork, inspiration, and a feeling of cohesion.

Train The Trainer Certificate, Train The Trainer

Learning how to start engaging in a team developing framework and energizing your trainning program by creating a dynamic learning.

Japanese For Business, Japanese

I attended a private Japanese Language school in Tokyo, Japan, during my term i was able to learn the culture and the complexity.

German/French/Chinese

During my course I got thet highest degree in Chinese and Asian history, I also got a deep understanding of German and improved my French.

Chinese Calligraphy And History, Chinese

Learning Chinese history, calligraphy, and the kanji writing as well as the basics for language and an introduction into the culture.

Master'S Degree, Human Resources Management/Personnel Administration, General, A

Master Of Business Administration - Mba, Business Administration And Management, General