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Patricia
Gerente de capacitación y desarrollo hotelería
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Competencies
Experiencia demostrada en Customer Experience (CX).
Experiencia demostrada en Service Quality Management.
Experiencia demostrada en Team Leadership.
Experiencia demostrada en Coaching & Employee Development.
Experiencia demostrada en Conflict Resolution.
Education
Languages
Summary
Gerente de capacitación y desarrollo hotelería buscando nuevas oportunidades
Experience
Service Quality Supervisor
Lead the implementation, monitoring, and continuous improvement of service quality standards across the customer service department.. Analyze customer experience KPIs and translate quality audit findings into strategic action plans that drive service excellence.. Develop and deliver coaching and training programs for a team of 20 customer service representatives, fostering a customer-centric culture and team performance.. Partner with cross-functional leaders to optimize operational processes, reduce service failures, and enhance the overall customer experience.. Design individualized coaching plans to improve employee performance.. Increase adherence to customer service standards and call quality guidelines.
Customer Experience Advisor - Digital Channels
Provided omnichannel customer support through Meta platforms (Instagram, Facebook and WhatsApp), managing the end-to-end sales process while ensuring a seamless customer experience.
Group Collections Specialist
Managed the end-to-end accounts receivable process for group bookings in the North American market, ensuring timely collections and account reconciliation.
Reservations Specialist
Oversaw the end-to-end reservation process for Tour Operators (TTOs) across North America, Mediterranean, LATAM and E-commerce markets (Booking, Expedia).