Juan Manuel Salvá Rosaldo Customer Satisfaction Expert and Poliglot with

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gpac

Aug 2025 - Oct 2025 (3 months)

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Virtual Command Center Captain

Queens Hospitality Services LLC

Aug 2024 - May 2025 (10 months)

As a Virtual Command Center Captain, I was responsible for managing check-ins and check-outs, engaging with guests remotely through state-of-the-art mobile and console applications, and following up on Online Travel Agencies (OTAs) and internal messaging. I oversaw Housekeeping and Security tasks, ensuring adherence to guidelines while coordinating activities across multiple locations within New York's five boroughs. My role included delivering exceptional customer service through digital interactions and maintaining effective communication within the chain of command. I handled check-ins and check-outs at Hotel Cielito and La Palmita Tulum, managed bookings through the Millennium system and OTAs, and facilitated customer service and tour s

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Front Desk Manager

Maui Hostels

Apr 2024 - Jul 2024 (4 months)

As a Front Desk Manager, I was responsible for overseeing all front desk operations, including check-ins and check-outs, while ensuring seamless communication with housekeeping and laundry services. My role involved managing customer relationship management (CRM) systems to enhance guest experiences and facilitate reservations for packages and tours. Additionally, I utilized my skills in travel planning to understand guests' preferences and recommend tailored tour options, which not only enriched their stay but also allowed us to earn commissions on these services. My commitment to customer service and guest relations was evident in my ability to empathize with guests, ensuring their needs were met promptly and effectively. I demonstrated s

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Night Auditor

Hoteles grupo MIJ

Sep 2023 - Feb 2024 (6 months)

As a Night Auditor, I was responsible for managing the front desk operations during overnight shifts, ensuring accurate financial reporting and guest satisfaction. I performed nightly audits of financial transactions, reconciled accounts, and prepared reports for management review. Additionally, I utilized messaging apps for internal communications, specifically using WhatsApp Business to facilitate quick and efficient communication with team members, which enhanced our operational efficiency and response times during the night shift. I also recommended incoming guests for additional activities and tours, which not only enriched their stay but also contributed to the overall guest experience, showcasing my adaptability and customer care ski

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OPC and Hosting Concierge

Viva Wyndham Maya & Azteca PlayaCar

Jul 2023 - Sep 2023 (3 months)

As an OPC and Hosting Concierge, I was responsible for warmly welcoming guests and introducing them to the exclusive "Viva Club" membership, ensuring a memorable first impression. My role involved providing exceptional customer service and maintaining calmness under pressure while addressing guest inquiries and needs. I utilized my extensive product knowledge to effectively communicate the benefits of the membership, enhancing guest relations and driving sales. Additionally, I assisted guests with travel planning by offering valuable pointers and recommendations for local hotspots, which not only enriched their experience but also fostered a strong communication channel, ultimately contributing to their overall satisfaction and engagement w

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Teaching Assistant

Jan 2023 - Dec 2023 (1 year)

As a Virtual Teacher Assistant, I provided support in managing online classrooms, facilitating communication between students and instructors, and assisting with the organization of educational materials. I effectively utilized various digital tools to enhance the learning experience and ensure smooth operations within the virtual environment. Although I am not familiar with specific applications such as Zapier, LeadSimple, Meld App, and Calendly, I am a fast-paced learner with experience using other CRMs and open-source applications, which equips me to quickly adapt to new technologies and tools as needed in the educational setting. Additionally, I recognize the potential benefits of using a mix of applications like Zapier, LeadSimple, Mel

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TIER I AGENT

VERIZON Mobile, ALORICA Puebla SA de RL

Sep 2021 - Sep 2022 (1 year 1 month)

As a TIER I AGENT, I focused on delivering exceptional customer service and driving telephone sales, with a strong emphasis on service quality. I excelled in executing tasks and maintaining compliance with key performance indicators (KPIs) throughout my one-year tenure. Additionally, I utilized messaging apps like Slack for effective internal communication with staff and peers, which enhanced collaboration and streamlined information sharing within the team.

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COO and CO-FOUNDER

Fast Food Soups "Caldos de Corazón"

Sep 2017 - Jan 2020 (2 years 5 months)

As the COO and Co-Founder, I played a pivotal role in overseeing the daily operations of the business, ensuring efficiency and effectiveness across all departments. I was responsible for strategic planning and execution, which included managing financial performance and optimizing resource allocation. Additionally, while operating the restaurant, we expanded our offerings by providing two rooms for rent on Airbnb, which enhanced our revenue streams and diversified our business model. This experience allowed me to develop a comprehensive understanding of hospitality management. Furthermore, I utilized messaging apps such as WhatsApp and Facebook to maintain communication with peers and customers, fostering strong relationships and enhancing

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Trainer

SIMPLY SMART SOLUTIONS Teleperformance NSN Co,

Apr 2017 - Jul 2017 (4 months)

Responsible for training new talents in customer service and sales in the inbound calling system. Product training and best practice instruction. Achieved objectives, 2 generations with over 88% of graduates with excellent results.

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TIER I AGENT

SIMPLY SMART SOLUTIONS Teleperformance NSN Co,

Mar 2015 - Apr 2017 (2 years 2 months)

Focused on customer service and telephone sales, trained in service quality and positive language positioning (PLP). Leader in sales and contract renewals, demonstrating extensive product knowledge for the business line focused on electricity generation and sales in Texas. Responsible for call reception, problem resolution, and effective sales closing within an average of 12 minutes depending on the situation. Member of the Pinnacle Club (Excellence in execution and KPI compliance) for two consecutive years (2015 and 2016), an award given to the best representatives of NRG company in the United States and Mexico. Additionally, while I am not familiar with the Boompay App, I possess a strong ability to learn quickly, which enhances my adapta

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SERVICE INTEGRATION ENGINEER/QHSE Corporativo

Coatza-Carmen LLC

Sep 2013 - Sep 2014 (1 year 1 month)

As a SERVICE INTEGRATION ENGINEER/QHSE Corporativo, I was responsible for the linkage and management between operational departments, technical personnel, company management, and subcontractors. This included the development of Operational Procedures and Technical Manuals, as well as the translation of technical documentation related to the Supply of Toxic Gas Detection Systems, collaborating closely with technical specialists in H2S and self-contained breathing systems for our client, Dowell Schlumberger de México. I supervised compliance with Quality Health Safety and Environment (QHSE) requirements to ensure our accreditation as a reliable supplier. My role also involved following up on potential projects and quotes from various clients,

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COORDINATOR OF SUMMER PROGRAMS AND INCOMING STUDENTS

Oficina Internacional FUDLAP

Jan 2012 - Aug 2012 (8 months)

As the Coordinator of Summer Programs and Incoming Students, I was responsible for the agenda, logistics, and development of events tailored for exchange students during summer programs at FUDLAP. This role included the recruitment and selection of students for the "Amigos Internacionales" volunteer program and serving as a host for visiting international coordinators from partner universities. I successfully updated and expanded our network of collaborating universities worldwide, with a particular focus on Latin America. Additionally, my experience in sales and objection handling proved beneficial in navigating negotiations and fostering partnerships, as I recognized the importance of finding common ground to achieve mutually beneficial o

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Toastmaster's Member

Jan 1996 - Jan 1998 (2 years 1 month)

Juan Manuel Salvá Rosaldo

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Juan Manuel Salvá Rosaldo

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