Edgar Zaragoza

Dedicated to providing precise solutions to the clients to solve any problem, concern and happiness through satisfaction and negotiation skills. Develop the knowledge, experiences, Skills, and abilities acquired. Apply them every day to achieve the proposed objectives both personal and professional.

Front Desk Supervisor at Fairmont Mayakoba (2024-10 – 2025-08)

English and Spanish customer service for 5 Diamonds AAA standards and FORBES standards by:

• Resolution of specific complaints.
• Involved in strategies to achieve satisfaction goals.
• Supervise front desk.
• Room assignments.
• Night management and generation of daily sales reports and statistics.
• Training of new staff to meet goals and standards.
• Support to reception, when necessary, in their tasks of check in and check out of guests.
• departments coordination (Groups, Bell boys, reservation, Housekeeping, Room service, Transportation, Security, and others).
• Focus on delivering customer experience, satisfaction, and happiness.
• Generate administrative documents for reimbursements, Revenue Department

Front Desk Supervisor at Grand Velas Riviera Maya (2024-04 – Present)

English and Spanish customer service for 5 Diamonds AAA standards and FORBES standards by:

• Resolution of specific complaints.
• Involved in strategies to achieve satisfaction goals.
• Supervise front desk.
• Room assignments.
• Night management and generation of daily sales reports and statistics.
• Night management.
• Training of new staff to meet goals and standards.
• Support to reception, when necessary, in their tasks of check in and check out of guests.
• departments coordination (Groups, Bell boys, reservation, Housekeeping, Room service, Transportation, Security, and others).
• Focus on delivering customer experience, satisfaction, and happiness.

Front Desk Supervisor at Hilton Playa del Carmen, an All-Inclusive Adult Only Resort (2023-05 – 2024-04)

English and Spanish customer service for 4 Diamonds AAA standards by:

• Resolution of specific complaints.
• Involved in strategies to achieve satisfaction and monthly sales goals.
• Supervise front desk and concierge team based on monthly goals.
• Room assignments.
• Night management and generation of daily sales reports and statistics.
• Nigth management.
• Follow up with guests with opportunities during their stay.
• Training of new staff to meet goals and standards.
• Support to reception, when necessary, in their tasks of check in and check out of guests.
• departments coordination (SPA, Groups, Bell boys, reservation, Housekeeping, Room service, Transportation, Security, and others).
• Focus on delivering customer experience, satisfaction, and happiness.

L3 Interpreter at Human Quality, Language Line Solutions (2020-08 – 2020-10)

• L3 English interpreter
• Interpretation of calls for domestic services, 911, medical services, banking services, insurance companies.
• Home office.

Receptionist/Concierge at Hilton Playa del Carmen, an All-Inclusive Adult Only Resort (2019-02 – 2023-04)

English and Spanish customer service for 4 Diamonds AAA standards by:

• Check-in and check-out (individual and group).
• Support clients by bringing valuable information about the resort, local tourism, upgrades, departments coordination (Bell boys, Housekeeping, Room service, Transportation, Security, and others).
• Non-package upgrades.
• Focus on delivering customer satisfaction and happiness.
• Constant training (sales, management, negotiation, AAA Standards).

Concierge/Receptionist at Karisma Resort Hidden Beach & Dorado Seadside Suite (2018-05 – 2019-02)

English and Spanish customer service (nude clients) for 4 Diamonds AAA standards by:

• Lost and found follow up.
• Support clients by bringing valuable information about the resort, local tourism, upgrades, departments coordination (Bell boys, Housekeeping, Room service, Transportation, Security, and others).
• Non-package upgrades.
• Focus on delivering customer satisfaction and happiness.

Lobby Concierge at Vidanta Riviera Maya (2017-06 – 2018-05)

English and Spanish customer service:

• Dedicated to solving transportation issues.
• Support clients who lost their luggage.
• Personalized attention for the five different brands in the resort (Mayan Palace, The Bliss, Grand Mayan, Grand Bliss y Grand Luxxe).
• Ticket Sales and Reservation for restaurants and Cirque du Solei.

Supervisor at Konexo Contact + Solution Center/ mexicana.com at Mexicana de Aviación (2007-12 – 2010-09)

English and Spanish customer service:

• Increase 20% of the refunds by training and giving personalized feedback.
• Implementation of strategies for reducing the percentage of abandoned calls.
• Responsible for training, develop, and engage in their role by developing their skills into the role.
• In charge of monitoring agents for quality purposes and continuous improvement.

Industrial Engineering – Instituto Politécnico Nacional. UPIICSA (2011 – 2016)