Experience

Grupos Loang
• Spain
• Advertising Services
• 1 - 100 Employee
• Intership

  • Apr 2023 - Present


Royalton Luxury resorts

• Hospitality
• 700 & Above Employee

• Training and Development Manager

  • Nov 2021 - Jun 2022

  • Detection of needs in order to programme and carry out external and internal training aimed at internal customers. • Plan and execute events aimed at internal customers. • Monthly reporting on number of events and man-hours of training, as well as the corresponding evidence. • Meeting monthly targets. • Detection of needs in order to programme and carry out external and internal training aimed at internal customers. • Plan and execute events aimed at internal customers. • Monthly reporting on number of events and man-hours of training, as well as the corresponding evidence. • Meeting monthly targets.



Majestic Resorts

• Dominican Republic
• Hospitality
• 200 - 300 Employee

• Quality Assistant Manager

  • Mar 2018 - Oct 2021

  • Receive, investigate, respond and follow up on all post-stay communications from B2B and B2C channels, through the areas involved.• Detecting needs and areas for improvement of products and services offered through internal and external audits, in order to create a better customer experience.• Analyse the results on areas for improvement based on the information gathered during the study period, thus developing and presenting the corresponding reports to departmental leaders.• Manage, analyse and present the scores and compliance with the objectives of the departments involved (NPS, Global Review Index, semantic analysis, Overall Score, etc.).• Opening, follow-up and closure of cases with the liability insurance. Show less

• Responsible for training

  • Jul 2016 - Feb 2018

  • Carry out inductions with relevant company information for new internal customers, as well as continuous reinforcement of all areas.• Create, plan, schedule and deliver internal and external trainings for all areas of the company.• Manage national and international internships through monitoring, time management and feedback of interns.• Creation of operational manuals and planning of courses through training techniques that will facilitate the learning of internal clients.

• Virtual Concierge Supervisor

  • Feb 2015 - Jul 2016

  • Management and supervision of the Virtual Concierge department, verifying the correct use of telephone etiquette, incident resolution, customer service and the corresponding follow-up.• Prepare, analyse and present periodic reports on the different functions of the department.

• Internship Student

  • Aug 2014 - Jan 2015

  During my internship, I rotated throughout the Room Division department, specifically in the areas of Customer Service, phone assistance/ Switchboard, Housekeeping, Club (adults only VIP section), Front Desk, assistance to the Room Division Manager and as a supervisor of the Majestic App.



Centro Electrónico de Idiomas

• Colombia
• Technology, Information and Internet

• English teacher

  • Mar 2014 - Jul 2014

  Teaching English to kids using workbook, doing activities and exercises. Teaching English to kids using workbook, doing activities and exercises.



ABC Laboratorio y Computadores Ltda.

• Product sales and promotion

  • Jan 2006 - Jul 2014

  For 8 years I worked with my family company where I did different tasks as selling and advising about technological products (computers, tablets, cameras, mobile phones, etc.), inventory control, purchasing goods, handle money, personnel management, shipping and guarantees, customer service (complaints and claims) and control of sales of each sales consultants. For 8 years I worked with my family company where I did different tasks as selling and advising about technological products (computers, tablets, cameras, mobile phones, etc.), inventory control, purchasing goods, handle money, personnel management, shipping and guarantees, customer service (complaints and claims) and control of sales of each sales consultants.



Cultural Care Au Pair

• United States
• Individual and Family Services
• 700 & Above Employee

• Au Pair

  • Jul 2012 - Jul 2013

  Childcare responsibilities, being in charge of kid’s safety, doing domestic works and recreational activities to keep them active and entertained. Childcare responsibilities, being in charge of kid’s safety, doing domestic works and recreational activities to keep them active and entertained.



Compuhobby Store S.A.S

• Accounting assistance

  • Dec 2011 - Jan 2012

  Responsible for Inventory control, import taxes, sale taxes, etc. Responsible for Inventory control, import taxes, sale taxes, etc.