Alice Romero
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Operations Manager
Antioquia, Colombia
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Customer Service ManagerVive HealthAug 2020 - Apr 2022 (1 year 9 months)- Manage a team of 10 agents & support with problem resolution, evaluate and execute metrics for department improvements. -Leadoperation & monitor excellent performance & procedures. -Keep records of call flow, requests, changes, and updates of customers' requests or needs. -Lead& personalize training processes, curate social media reviews from customers and offer further assistance.- WHuman Resources & Training CoordinatorW BOGOTA HOTEL-MARRIOTT INTERNATIONALJan 2019 - Jan 2020 (1 year 1 month)-Led & organized all mandatory corporate training established by the brand related to exclusive luxury service. -Created & coordinated the wellness program *TakeCare& Serve360* to motivate talent engagement. -Supportthe team with hiring processes, new talent training, talent engagement, etc.
- WWelcome Desk ManagerW BELLEVUE HOTEL-MARRIOTT INTERNATIONALJan 2018 - Jan 2019 (1 year 1 month)- Manage a team of 15 talent members, applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflow to meet any daily demand.
- WWelcome Desk AgentW BELLEVUE HOTEL-MARRIOTT INTERNATIONAL- Assist guests through personalized check-in experience and ensure satisfaction and meeting of expectations, anticipate needs, and offer a memorable experience, any assistance needed during the stay, check-out, and post-departure. Trained new talent members and direct their brand immersion
- ABreakfast Attendant/BarbackAC BELLEVUE HOTEL- Serve and offer a personalized experience throughout the breakfast buffet while walking guests through the European Boutique Experience. -Completesetup & closing duties, including storing all reusable goods, breaking down goods, cleaning all equipment and areas, returning equipment to proper locations, locking refrigerators, restocking inventory, Set up, stock, and maintain work areas. Inspect the cleanliness and presentation of all china, glass, and silver prior to use. Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures. -AssistBartenders with serving and supplies during shift.
- RAssistant Director of Operations SupportRADIANT GLOBAL LOGISTICS- Keep updated vendors' data system record Contacted vendors and collect information in the software. -Worked with Director of Operations to resolve vendor problems, improve operations and provide exceptional customer service; trained and supervised new members of the vendor update team
- SSales & Marketing Lead CoordinatorSEATTLE MARRIOTT REDMOND-MARRIOTT INTERNATIONAL- Lead and coordinate all marketing activations for the brand -Assistwith general office duties to support Sales & Marketing team -Maximizerevenue while maintaining existing guest loyalty -Serveas the point of contact for clients and communicate with them constantly to meet their requests and needs.
- Operations Support ManagerVive Health- Lead operations for B2C and B2B Support Departments ensuring efficiency, productivity, revenue, customer satisfaction and associate leadership Manage & Lead a team of managers who oversee the operation & monitor excellent performance & procedures. -Generate new procedures, marketing strategies & overall company improvements
Education
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- Associate of Arts and scienceBellevue CollegeJan 2017 - Jan 2019 (2 years 1 month)
- Bachelor of Science in MarketingUniversity of WashingtonJan 2017 - Jan 2019 (2 years 1 month)
- OMaster of Applied ScienceOffice of National Scholarships at The University of South FloridaJan 2015 - Jan 2017 (2 years 1 month)