Experience

Uxmal Stream

• Mexico
• Entertainment Providers
• 1 - 100 Employee

• Head of Customer Experience

  • Oct 2022 - Present

  Respond to customer requests and manage them within the indicated area Lead cross-functional improvement initiatives, leveraging the tools and project management methodologies Detect areas of opportunity and optimize processes to streamline the operation and raise the customer service standard Standardize operating processes in all areas to provide exceptional care and raise our quality standards Develop training and motivation dynamics with the company team Develop templates and scripts Create dynamics with clients to generate value during their stay with the company 1 to 1 interviews with clients to detect areas of opportunity and get testimonials Use the CRM to keep track of clients Give feedback to the marketing and operations teams for all customer-related matters Lead the level 10 meetings each week, and keep track of the projects and tasks assigned to each member of the leadership team and area managers Collaborate with other management members to create employee handbooks and company policies Assist employees with any issues involve management Act as a counselor or mediator to resolve conflict Plan or lead trainings related to professional and personal development Show less



Hotel La Roca

• Coatzacoalcos, Veracruz de Ignacio de la Llave, México

• Director de hostelería

  • Jan 2020 - Oct 2022

  Establish and maintain long-term relationships with enterprise customers Training and recruitment Invoicing Drive a culture of guest experience and hospitality Establish and maintain long-term relationships with enterprise customers Training and recruitment Invoicing Drive a culture of guest experience and hospitality



ROSAS & XOCOLATE

• Hospitality
• 1 - 100 Employee

• Gerente

  • Aug 2019 - Aug 2020

  Responsible for meeting international guests' expectations and standards throughout their stay at the hotel Managing schedules and staff Put out fires related to customer complaints Concierge services for high-profile clients Use Marriot software backend for managing reservations and loyalty programs Responsible for meeting international guests' expectations and standards throughout their stay at the hotel Managing schedules and staff Put out fires related to customer complaints Concierge services for high-profile clients Use Marriot software backend for managing reservations and loyalty programs



IEU Universidad

• Mexico
• Higher Education
• 200 - 300 Employee

• Docencia

  • Jan 2017 - Oct 2019

  Mentor and help students identify and achieve their dreams and aspirations Decrease adverse interactions between students Developing a culture of caring Mentor and help students identify and achieve their dreams and aspirations Decrease adverse interactions between students Developing a culture of caring



Hotel La Roca

• Coatzacoalcos Centro, Veracruz Llave, México

• Gerente de gestión

  • Jun 2015 - Oct 2019



Organismo Publico Local Electoral

• Coatzacoalcos y alrededores, México

• Consejero

  • 2016 - 2017