M

Maria Jose Silva Ferreira

About

Detail

Medellín, Antioquia, Colombia

Contact Maria regarding: 
work
Full-time jobs
Starting at USD2K/month
Flexible work
Starting at USD15/hour

Timeline


work
Job
school
Education

Résumé


Jobs verified_user 0% verified
  • P
    Administrator and Analyst of Luxury Properties
    Patricia Manors Place
    Aug 2023 - Current (2 years 1 month)
    Administrator of three luxury villas located in Turks and Caicos, responsible for overseeing all aspects of operations and management. Duties include maintaining detailed operational records, managing bookings, and coordinating guest services to provide an exceptional experience before, and after their stay. Proficient in preparing sales reports, expense tracking, financial statements, and inventory management. Experienced in handling procurement, coordinating with suppliers, and supervising staff to ensure the smooth operation of the villas. Dedicated to delivering excellence in a high-end hospitality environment while optimizing efficiency and profitability.Supervised and developed the comprehensive marketing strategy for three high-end v
  • El Cielo Hotel
    Customer Experience Ambassador
    El Cielo Hotel
    May 2023 - Aug 2023 (4 months)
    Responsible for managing all guest touchpoints, ensuring a memorable experience before, during, and after their stay. Oversee all online reputation channels, aiming to enhance the hotel's organic visibility, promptly responding to comments, and providing exceptional customer service in the event of complaints or issues. Create and implement tailored luxury experiences to ensure guests have an unforgetable stay, fostering long-term loyalty. Sell and coordinate additional services, establish partnerships with external service providers, and ensure they align with the hotel's standards. Lead staff training on service excellence and conduct audits to ensure adherence to established service protocols. I supported the sales and marketing departme
  • A
    Customer Experience Director
    Administradora Monserrate
    Jul 2022 - May 2023 (11 months)
    Led the management and response to PQRS (comments, complaints, requests, and suggestions) across multiple channels, ensuring efficient resolution and satisfaction. Developed and implemented service protocols for restaurants and points of sale and conducted training programs for staff to ensure adherence to these standards. Designed and executed the complete customer experience strategy, performing service audits to maintain high satisfaction levels among restaurant visitors. Addressed critical customer dissatisfaction cases, ensuring compliance with marketing campaigns and customer satisfaction goals. Analyzed performance indicators and collaborated with the Human Resources department to enhance internal customer experience. Led initiatives
  • Club Campestre Los Arrayanes
    Head of Member Services, Sales and Customer Experience Manager (CEM)
    Club Campestre Los Arrayanes
    Jul 2021 - Jul 2022 (1 year 1 month)
    Defined and implemented public relations and customer service strategies, managing the full lifecycle of PQRS (comments, complaints, requests and suggestions) and addressing non-conformities. Led the processes for selling rights, managing member status changes, and maintaining accurate and updated data records. Oversaw document legalization, rights number assignments, and file management. Acted as the primary liaison between members and the Board of Directors, ensuring effective communication and member satisfaction. Managed and tracked institutional events, while developing and executing the entire Customer Experience, Management (CEM), strategy for the club. Responsible for creating and executing the marketing and sales strategy, includin
  • Club Campestre Los Arrayanes
    Communications and Customer Experience Manager (CEM)
    Club Campestre Los Arrayanes
    Jan 2021 - Jul 2021 (7 months)
    Led the development and execution of the club's comprehensive communication plan, aligning it with the implementation of the Customer Experience Management (CEM) strategies. Focused on enhancing the entire member journey, ensuring every touchpoint contributed to a seamless and memorable experience. I developed the complete brand manual for the Club, created a comprehensive marketing strategy to attract new members, and designed a targeted plan to enhance the Club's social media presence.
  • H
    Marketing Manager, Customer Service and Customer Experience Management (CEM)
    Hotel 101 Park House.
    Mar 2019 - Jan 2021 (1 year 11 months)
    Oversaw the planning, development, and execution of all key guest touchpoints, implementing Customer Experience Management (CEM) strategies to enhance the guest journey. Managed customer service operations, loyalty programs, and the hotel's online reputation channels. Led the creation and execution of marketing and sales strategies, including branding, public relations, and image development. Built and maintained commercial partnerships, and actively pursued new agreements to drive growth. Directed the development of content for social media, digital marketing campaigns, and communication materials, both internal and external. Created and designed marketing collateral such as brochures, presentations, and audiovisual materials to reinforce
  • H
    Channel Manager
    Hotel Jazz Apartments by Blue Doors.
    Aug 2017 - Mar 2019 (1 year 8 months)
    Responsible for managing and optimizing online sales channels, including OTAs, hotel websites, and GDS, while implementing promotional strategies to drive revenue growth. Prepared and presented detailed sales reports, strategic plans for e-commerce and reservations, and ensured alignment with overall business goals. Supervised and managed digital marketing campaigns, social media, and the visual identity of the hotel website. Applied basic revenue management principles, monitored budget compliance, and ensured profitability targets were met. Led the Hotel Reservations and Customer Service teams, ensuring excellent guest experiences and operational efficiency.
  • M
    Head of Bookings and Ecommerce / Events Coordinator
    Madisson Inn Luxury Suites Hotel.
    Jul 2016 - Aug 2024 (8 years 2 months)
    Supervised and managed the quoting, preparation, and processing of reservations, overseeing both online and offline sales channels. Developed and implemented pricing and promotional strategies to drive bookings, while conducting competitor analysis to ensure competitive advantage. Handled guest complaints and claims, ensuring timely resolution and satisfaction. Managed all online reputation platforms, curating content and developing campaigns to enhance brand presence. Led salesstrategies through digital platforms and social media, optimizing engagement and driving revenue growth.
Education verified_user 0% verified
  • Universidad de los Andes
    Customer Experience Innovation, Diseñando Experiencias en Entornos Complejos.
    Universidad de los Andes
    Jan 2022 - May 2022 (5 months)
  • Politécnico Grancolombiano
    Specialization in Marketing Management
    Politécnico Grancolombiano
    Jan 2021 - Jan 2022 (1 year 1 month)
  • A
    Revenue Management Course.
    American Hotel & lodging
    Jun 2018 - Aug 2018 (3 months)
  • Universidad EAN
    E-Commerce and Digital Marketing Diploma.
    Universidad EAN
    Jun 2017 - Nov 2017 (6 months)
  • Universidad Externado de Colombia
    Tourism and Hotel Business Administrator.
    Universidad Externado de Colombia
    Jun 2009 - Jan 2015 (5 years 8 months)