William

Account Executive

Passenger Service Agent

Operations & Hospitality

Managed daily operations of a two-story catamaran with a 180-guest capacity, delivering 95%+ customer satisfaction ratings.. Supervised and trained a team of 6 staff members, including operations personnel and mariners, leading to a 75% improvement in service efficiency and guest feedback scores.. Led sales and logistics coordination for premium tour packages, increasing revenue by 60% and optimizing occupancy rates through strategic pricing and promotions.

Customer Service / Executive Assistant (Part time)

Customer service

Customer service in English, Spanish and French, handling inquiries via email, chat, calls.. Assisting with pricing, ticketing, rerouting, exchanging and refunding tickets as needed.. Effectively resolved conflicts, complaints, and requests with an empathetic and results-oriented approach.. Coordinate with internal teams through tools such as Slack, Zoom, Teams, WhatsApp.. Used CRM (ej, TuulBax) to log interactions, track tickets, and generate reports.. Work autonomously with minimal supervision.. Collaborate in virtual environments, participating in remote training sessions and team meetings.

Customer Account Manager

Manage daily customer accounts, ensuring timely responses and consistent service quality.. Process and track orders accurately from start to delivery, coordinating with logistics and operations teams.. Provide post-sales support by resolving issues, managing returns, and maintaining customer satisfaction.. Collaborate with sales, customer care, and fulfillment teams to meet performance goals and client expectations.. Contribute to process improvements that enhance efficiency and customer experience.

Guest Experience & Retail Operations Manager

Directed retail and guest experience operations across 32 retail locations and the main commercial plaza.. Led approximately 100 employees through supervisors and operational leaders.. Managed monthly operational budgets of approximately MXN 20 million.. Oversaw inventory management for more than 20,000 SKUs, ensuring inventory accuracy and operational continuity.. Achieved monthly sales targets and operational KPIs through effective leadership and performance management.. Recruited, trained, coached, and developed operational teams.. Coordinated cross-functional collaboration between operations, finance, logistics, and guest services.. Implemented operational improvements focused on customer satisfaction and commercial performance.

Operations Manager

Directed daily operations for luxury catamaran tours serving 180 guests per tour.. Led a team of 6 crew members responsible for safety, logistics, guest experience, and operational execution.. Oversaw operations generating approximately USD 18,000 in revenue per tour.. Coordinated maintenance planning, inventory management, purchasing, and vendor relationships.. Ensured compliance with maritime safety regulations while delivering premium guest experiences.. Produced operational reports supporting management decision-making.

Executive Assistant & Customer Relations Coordinator

Supported executive leadership through calendar management, travel coordination, documentation, and administrative operations.. Managed approximately 30 customer calls daily, in addition to email and chat communications.. Coordinated airline ticketing, itinerary modifications, refunds, and customer issue resolution.. Collaborated remotely using CRM systems, Google Workspace, Slack, Teams, Zoom, and productivity tools.. Delivered multilingual customer support while maintaining high customer satisfaction.

Account Executive | Customer Operations

Managed customer accounts throughout the complete customer lifecycle.. Coordinated order processing, logistics, fulfillment, and post-sales operations.. Collaborated with cross-functional teams to improve operational efficiency and customer satisfaction.. Maintained accurate CRM documentation and customer records.. Resolved customer issues while strengthening long-term client relationships.

Online English Instructor

Delivered personalized English instruction to international students.. Designed customized learning plans aligned with student objectives.. Strengthened communication, coaching, and cross-cultural collaboration skills while working in fully remote environments.

Executive Assistant & Customer Relations Coordinator (hybrid)

Customer service in English, Spanish and French, handling inquiries via email, chat, calls.. Assisting with pricing, ticketing, rerouting, exchanging and refunding tickets as needed, calendar management, executive scheduling, travel coordination, email drafting, and report preparation.. Effectively resolved conflicts, complaints, and requests with an empathetic and results-oriented approach.. Coordinate with internal teams through tools such as Slack, Zoom, Teams, WhatsApp.. Used CRM (ej, TuulBax) to log interactions, track tickets, and generate reports.. Work autonomously with minimal supervision.. Collaborate in virtual environments, participating in remote training sessions and team meetings.

Operations Manager | Team Leadership, Logistics & Customer Experience

Managed all operational aspects of luxury catamaran services, including crew leadership, maintenance scheduling, supply chain logistics, and customer experience oversight.. Supervised and coordinated a 7-person team, ensuring seamless execution of high-quality service for both national and international clients.. Handled budget planning and cost control, achieving operational efficiency and minimizing overhead expenses.. Generated detailed financial reports and performance summaries for company leadership, using tools such as Google Sheets and Excel.. Ensured full compliance with maritime safety standards and regulatory frameworks, conducting regular safety checks and crew briefings.. Developed maintenance logs, supply checklists, and crew rotation schedules to optimize productivity and resource use.. Maintained real-time communication and logistics coordination using WhatsApp, Trello, and email, applying remote-ready workflows in a dynamic setting.

English Teacher | Remote Communication & Learning Specialist

Teach English to students (children, teens, and adults).. Deliver an average of 6 classes per day, online.. Focus on conversational English, grammar basics, vocabulary, and practical communication.. Design customized lesson plans adapted to student level and learning objectives.. Work independently in a multicultural, international environment.

EJECUTIVO DE CUENTAS | OPERACIONES CON CLIENTES Y GESTIÓN DE PEDIDOS

Gestiono cuentas de clientes y pedidos comerciales desde el contacto inicial hasta la entrega, coordinando con ventas, logística, fulfillment y equipos de atención al cliente.. Apoyo el seguimiento de leads, comunicación con cuentas, servicio postventa, devoluciones, resolución de incidencias y retención de clientes, manteniendo la calidad del servicio y las expectativas del cliente.. Gestiono aproximadamente 150 llamadas entrantes por día, con un tiempo promedio de atención de 7 minutos y una tasa de resolución del 90% en el primer contacto.. Monitoreo pedidos, identifico problemas de fulfillment y coordino soluciones oportunas con equipos internos para proteger las relaciones con clientes y los compromisos de entrega.

ASISTENTE EJECUTIVO Y COORDINADOR DE RELACIONES CON CLIENTES

Gestioné consultas de alto volumen en inglés, español y francés por email, chat y teléfono, apoyando temas de precios, boletaje, cambios, reembolsos y coordinación de viajes.. Coordiné con equipos internos y socios externos para resolver problemas de clientes, proteger la calidad del servicio y mantener relaciones sólidas.. Utilicé CRM y herramientas de comunicación para registrar interacciones, dar seguimiento a casos, preparar reportes y mantener información precisa.. Trabajé de manera independiente con mínima supervisión en un entorno internacional y de ritmo acelerado, demostrando organización, comunicación y criterio comercial.

GERENTE DE OPERACIONES | LIDERAZGO DE EQUIPO, SOPORTE DE VENTAS Y EXPERIENCIA DEL CLIENTE

Gestioné actividades comerciales y operativas de servicios turísticos premium, supervisando experiencia del cliente, logística, suministro y desempeño del equipo.. Supervisé un equipo de 7 personas y trabajé directamente con clientes nacionales e internacionales, asegurando altos estándares de servicio y una ejecución fluida.. Gestioné presupuestos, control de costos, compras, proveedores y planificación operativa, monitoreando el desempeño financiero.. Preparé resúmenes de desempeño y reportes financieros utilizando Google Sheets y Excel para la dirección.. Coordiné operaciones en tiempo real mediante WhatsApp, Trello, email y comunicación multifuncional.

Ventas y Distribución | Productos Alimenticios

Lideré ventas y distribución en cinco estados, gestionando un equipo de 18 personas.. Desarrollé y mantuve relaciones comerciales con clientes y socios de distribución, apoyando expansión de rutas, planificación comercial, crecimiento de cuentas, inventario y ejecución de distribución.

Retail y Gestión de Experiencias

Gestioné 32 tiendas y una plaza principal con aproximadamente 100 empleados y cerca de 20,000 SKUs, con responsabilidad sobre un presupuesto mensual de ventas de aproximadamente MXN 20 millones.. Gestioné KPI, merchandising, inventario, experiencia del cliente y desempeño del equipo.

Inventario y Operaciones Retail

Gestioné inventario valuado en aproximadamente USD 126,500 y optimicé niveles de stock.

Profesor de Inglés

Imparto seis clases online por día a niños, adolescentes, adultos y profesionales; adapto comunicación y planes de clase a diferentes niveles y objetivos en un entorno multicultural.