Raquel Urtecho

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Front Desk Manager

SocialTel Groups & Reservations LATAM

Sep 2023 - Feb 2025 (1 year 6 months)

Promoted to Front Desk Manager after only 4 months due to strong communication and customer service skills. Supervised the front desk team, coordinated work shifts, and ensured a high-quality guest service experience. Handled check-ins, check-outs, reservations, and guest inquiries across phone, email, and in-person channels. Effectively resolved guest concerns and implemented process improvements that enhanced overall satisfaction. Reduced average check-in time by 20% through better coordination and workflow organization. Boosted guest satisfaction ratings on platforms like Booking.com and Google Reviews during my leadership. Additionally, leveraged skills in cold calling to conduct proactive outreach to companies, offering accommodation p

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Small Business Owner – Food Service

Asados Mi Sazon

Jan 2023 - May 2024 (1 year 5 months)

Founded and managed a small food delivery business, overseeing all logistics and daily operations. Supervised two team members, handled customer orders, ensured timely delivery, managed budgeting, supplier coordination, and marketing via social media. Developed strong organizational and multitasking skills while maintaining excellent customer service and product quality. Additionally, engaged in cold calling by reaching out to small events and private courses to offer our products as a promotional contribution, which not only supported their meal services but also helped identify and engage potential clients, further expanding our customer base.

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Customer Service Representative

Ibex S.A

Dec 2018 - Jan 2023 (4 years 2 months)

Provided customer support via inbound calls for over 3 years, assisting with account information, billing methods, troubleshooting, and general service inquiries. After maintaining high performance and fast typing skills, I transitioned to the live chat team, where I supported clients through multiple simultaneous chats for over 1.5 years. Consistently met KPIs such as resolution time, customer satisfaction, and compliance. Known for being empathetic, proactive, and solution-oriented. Contributed to a 95% customer satisfaction rate and received internal recognition for exceeding quality benchmarks. Additionally, I utilized strong scheduling skills to effectively organize my time, ensuring the completion of tasks, maintaining consistent atte

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Administrative Receptionist

Bufete de Piscologia Aplicada BPA

Mar 2017 - Jul 2018 (1 year 5 months)

Managed front desk operations for a psychology clinic with three specialists, ensuring a warm and professional environment for patients. Scheduled appointments, organized calendars, and coordinated service payments while overseeing procurement of office supplies and managing invoices for cleaning services and accounting. Supported mental health event logistics to enhance community engagement. Additionally, utilized cold calling techniques to promote courses offered by the psychology office to universities and other institutions, and actively managed the personal schedules of the three psychologists. Participated in Facebook Live sessions to promote services and regularly created engaging posts on Facebook, contributing to the clinic's outre

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