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Julsarana

Guatemala City, Guatemala, Guatemala

Customer Service Leader with 10+ years of hospitality and events experience

  • Managed teams up to 50 staff across multiple hospitality venues, ensuring smooth daily operations.
  • Coordinated and executed high-profile events ranging from 50 to 800 guests, overseeing logistics and client relations.
  • Streamlined customer service and sales processes, improving satisfaction metrics and operational efficiency.
Customer Service
Advanced
Led customer service initiatives, resolving escalated issues and maintaining service standards.
Event Planning
Expert
Planned, coordinated, and executed social and corporate events, including logistics management.
Team Management
Advanced
Supervised and trained teams in hospitality settings, ensuring performance and development.
Sales and Revenue Generation
Intermediate
Handled bookings, contracts, and client outreach to support sales and revenue goals.
Food & Beverage Operations
Intermediate
Participated in food and beverage preparation, service, and event execution across venues.
See Full Skillset on CazVid
06-2020 - Present
Customer Service Leader
Genpact
Serve as the point of contact for escalated customer service issues and identify solutions to maintain service level goals and ensure customer satisfaction., Manage a team of 20 associates, provide training and coaching evaluation.
06-2015 - 05-2018
Food and Beverage Coordinator
Live Nation – House of Blues (Mandalay Bay Resort and Casino)
Responsible for daily operations as well as special event planning with administrative staff of six (6) to fifty (50)., Conducted weekly meetings with chef, servers, and kitchen staff for training purposes., Proficient in all areas of food and beverage preparation and service.
06-2012 - 05-2015
Special Event Manager
Boyd Gaming Inc.
Responsible for Supporting the Director of Sales, full knowledge in conducting social and corporate events of 50 to 800 ppl., Directed event logistics including registration, and setup, travel, hotels, booths, client receptions, guest list, conference accommodations.
06-2008 - 06-2012
Banquet Sales Manager
Villa Lombardi’s
Fully responsible for the planning and execution of special events and marketing activities., Responsible for the coordination of food and beverage delivery for events.
05-1997 - 06-2008
Convention Sales and Marketing Assistant
Bellagio – MGM Grand Hotel
Handled group bookings, hotel room reservation and contract preparation., Provided post event analysis, reports, budgets, and gathered guest feedback to improve quality of service., Cold calls, addressed calls made to prospective customers to close a sale, lead generation, telemarketing and fundraising.
View Complete Work History
🎓
University of Nevada, Las Vegas
B.A.
See Education & Certifications
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2101 E Broadway Rd Ste 1
Tempe, AZ 85282, USA

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