Israel Silva

Customer-focused bilingual professional with experience in hospitality, client relations, training, and operational processes. Skilled in building strong relationships, guiding clients through solutions, and delivering exceptional customer experiences in multicultural environments. Experienced in problem-solving, communication, onboarding support, and remote collaboration tools. Passionate about helping customers succeed while contributing to business growth and long-term client satisfaction.

Quality Control (QC) - Operational Risk Analyst at Electronic Data Process Mexico, S.A. de C.V. (HSBC) (2021-11 – 2026-06)

• Performed quality control reviews for U.S.-based accounts, ensuring accuracy, compliance, and adherence to established processes and quality standards.
• Provided constructive feedback to team members based on quality findings, helping identify improvement opportunities and strengthen overall performance.
• Coached and mentored colleagues by clarifying complex processes, sharing best practices, and supporting knowledge development across the team.
• Collaborated closely with team members and cross-functional partners to resolve discrepancies, clarify requirements, and improve operational efficiency.
• Supported consistent quality standards by identifying process gaps and communicating improvement opportunities to the team.
• Selected to support the Quality Control function based on strong performance and consistent quality results.

Online English Tutor at Amazing Talker (2022-06 – 2023-09)

• Delivered personalized English language instruction to students from diverse cultural backgrounds and varying proficiency levels, fostering engagement and long-term learning success.
• Designed customized learning plans based on individual goals, learning styles, and progress, ensuring an effective and student-centered experience.
• Monitored student progress, provided constructive feedback, and adapted teaching strategies to improve performance and confidence.
• Built strong relationships with students through clear communication, patience, adaptability, and a supportive learning approach.

Concierge & On-Premise Consultant (OPC) at Karisma Hotels & Resorts – El Dorado Seaside Suites (2018 – 2020)

• Served as the primary point of contact for guests, delivering personalized service and ensuring a high-quality customer experience throughout their stay.
• Managed VIP guest check-ins and tailored experiences by proactively addressing individual preferences, requests, and concerns.
• Built strong guest relationships through effective communication, follow-ups, and attentive problem resolution, contributing to customer satisfaction and loyalty.
• Consistently exceeded monthly sales goals by identifying guest needs, presenting tailored recommendations, and maintaining a consultative approach.

Concierge at Grupo Vidanta – The Grand Mayan (2017 – 2018)

• Assisted guests throughout their stay by handling service requests, resolving issues, and ensuring a smooth and positive customer experience.
• Coordinated with multiple departments to address guest needs efficiently and improve overall service quality.
• Demonstrated strong problem-solving, communication, and multitasking skills in a high-volume hospitality environment.

Spa & Beauty Salon Receptionist at Hard Rock Hotel (2015 – 2016)

• Delivered high-quality guest service by managing appointments, responding to inquiries, and ensuring a welcoming customer experience.
• Assisted guests with service recommendations and successfully contributed to weekly upgrade sales through effective communication and customer engagement.
• Built positive guest relationships through professionalism, attentiveness, and solution-oriented support.

Bachelor of Business Administration in Business Administration – Guadalajara University (Universidad de Guadalajara, Mexico.) (2009 – 2014)