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.
