Guest Satisfaction. Ensuring all Guest Services Officers, Night Manager and the Guest Services Supervisor exceed guest service expectations by providing coaching/mentoring on:- Product knowledge, Service recovery, Active Listening, Emotional Intelligence, Delegation, Ownership, Conflict resolution, Call handling.- Monitors satisfaction and service ratings (NPS) against on board targets. Follow up on Complaints and "Let Us Know" comment forms are promptly followed up on.Financial Management of all ship's cash account, payment of guest folios, and all receipt and payment vouchers in strict observance of the Hotel Policies & Procedures.- Cash-float daily balance accuracy. Bank deposits, ATM maintenance, Cash orders, Pay-ins and Payouts to and from all departments. Currency Conversion, Global Foreign Currency and credit card authorization and settlement operations completed in accordance with Hotel Policies & Procedures.

Responsible for Customer Service, Call Center, Quality, Merchant boarding and Field Services Processes.• Established mitigation plans to improve the Net Promoter Score up to 3pp Oct-Jan ‘22• Service level recovery, from 89% to 95%, and Abandoned calls: 3% to 1% in 6 months• Lead systems integration with the CC supplier to build the data analysis tool for automated executive dashboard. • Deployed the Service Request management process and lead the E2E on boarding process, to measure order cycles and response times, which brought the necessary inputs to feed the Incident Management Process and develop corrective plans as appropriate.• Delivered cost efficiency by reducing the amount of incoming calls (30%) at the call center as well as the shipping cost (40%) of thermal paper rolls.• Acted as temporary Operations Director, leading cross functional processes and engaging Sales, Merchant Boarding, Deployment, Data Intelligence and Customer Service.

• Responsable for the Marketing and sales office in Mexico reporting to the headquarters in USA and corporate in Germany.• Customer satisfaction, assessments, drive process improvement impacting Customer experience throughout the organization.• Strategic Planning, Quaterly Business Reviews and conference calls, discussing next steps to drive revenue growth and Customer Experience, initiating these calls and discussions as needed.• Plan, recruit and onboard new hires. Responsible for ongoing coaching to ensure proper training according to service excellence standards. Guide the team through complex situations for continuous learning and skill development.• Evaluate and manage team performance, timely and constructively addressing performance gaps as well as creating development plans for high performers.• Monitor lead qualitification, new customer acquisition and customer development.• Strategic Account Coordinator.• Develop a team of exceptional account managers, consistently able to provide independently best in class all around customer service for strategic customers, understand and internally communicate customer needs and drive actions to meet these needs, support the Ouside Sales Team and Industry Segment managers to grow revenue with these strategic accounts, supporting the global team as applicable.

Responsible for leading the Customer Care organization in Mexico: • Exceeded goals for savings: +307% (2016) and +237% (2017) through the implementation of productivity projects.• Reduced Dispute resolution times from 227 days to 48 hrs., through the Global process re-engineering in Latin America.• Improved the user experience by reducing waiting times in our contact center, from 43 min. to >1 min. (2015) and reduced up to 98% missed calls (1800 to >4/month), by implementing a workforce management process. • Increased complaint documentation in CRM (2013–14) >600% through the process review, control and realignment.• Improved the Customer care´s organizational environment at 83% in the global employee engagement index (+11% above the global standard) through a Regional Recognition program, which promoted integration, wellness and talent development.• Directed the process Standardization projects in Latin America for Field labor dispatch, Contract services, Warranties, Repairs & exchanges, growing with this my organizational structure throughout the region. • Improved the Returns process from 130 to 30 days, with the proper policy review, process redesign and alignment.

Responsible of the Order to Cash, Touchless orders, Order management processes and logistic Key Account management:• Service experience improved by reducing Oxxo’s order cycle (from 5.4 to 1.2 days) and 99.6% Fill rate.• Implemented the collaborative process for La Europea with 99.8% fill rate and 24 hr. deliveries, through the distribution network, priority supplier at receival, consolidated shipments and delivery routings, follow up on stocks and replenishment, cost reduced operation for both Diageo and La Europea. • Built during 2009 and 2010 a logistic relationship cornerstone with Walmart y SAMS to gain access to the CPFR implementation maintaining 99.8% Fill Rates.• Delivered 38% of hard savings and sales increase for Walmart stores through the Neck Bottle Security tag, implemented in Mexico and Latin America.• Fulfilled the Country Manager’s goal of moving Diageo from place 23rd to the top 5: 3rd (2011) and 4rd (2012) in the Great Place to Work Institute ranking through the Cultural Audit redesign and planning and control of internal practices. • Managed and lead the logistic relationship with Modern Trade and Retail Clients: SAMS, Walmart, Costco, Oxxo, La Europea, Comercial Mexicana, Liverpool, Palacio de Hierro, etc., con >99.7% Fill rates.

Service to key accounts: 99.6% Fill rate R to ABC hospital and Hospital Angeles. Internal control for purchase orders and sample orders. Gap analysis of service levels provided by the 3PL. Order Management, picking and billing processes (consignment, hospital procedures, integral services and technical services).

Reservations and Sales Representative. Baggage assistance through a permanent communication with stations served by United Airlines, worldwide.Customer Service Representative, Ground Security Coordinator and Conflict Resolution Officer for US Airways at Mexico City’s International Airport. Played a key role during 9-11 events by resolving baggage-related issues and conflict situations in the call center as a representative, team coordinator and as a Customer Service and Security Coordinator at Mexico City Airport.

Exhibitor at NAB 99 in Las Vegas, Nevada. Translator (English/Spanish) of PRISM modules: Program Manager, Sales Traffic System, Sales Trax & Clip Suite software for television. Trainer of the Development Area (programmers) at the headquarters based in Vancouver, Canada. Demonstrator of PRISM to broadcast companies at Mexico City, Colombia and Venezuela. Technical and training support to clients / users. Consultant on operative workflows for TV operations in and South America (Caracol TV, RCN TV, RCTV). Team leader of a communication project regarding an internal newsletter