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Work Background
HOLTHead of Guest Experience and Director of Operations
Jun. 2019HOLT, Guest Experience Manager June 2019 - Present Team Management: *Managed a multicultural team of 7 guest experience agents across various time zones. *Tracked KPIs, productivity levels, and schedules; approved vacations and assigned/delegated projects within the team. *Conducted mid-year and end-of-year reviews, assessed the need for Performance Improvement Plans (PIPs), designed and supervised PIPs to help agents reach their goals. Guest Communication and Service: *Communicated with guests via email, phone, and various platforms, ensuring a high level of service. *Handled reservations and inquiries, prepared price offers, and conducted negotiations. *Managed escalated cases, including cancellations, refunds, and damage claims. Operational Coordination: *Coordinated on-ground maintenance and cleaning teams to ensure seamless guest experiences. *Improved internal reservation management processes and monitored task completion. Reputation Management: *Maintained high reputation across various platforms such as Airbnb, Booking.com, Hotels.com, VRBO, etc. *Created action plans to protect profiles at risk of losing good reputation status. Project Management: *Led multiple projects related to guest experience and property onboarding. *Collaborated with the product department, financial department, and executive management on high-impact projects that directly contributed to company growth. Administrative Duties: *Kept track of bill payments to software providers. Executive Reporting: *Reported directly to the CEO and COO, providing updates on team performance, guest experience, and project progress.
PreplySpanish Tutor
Oct. 2018 - Jun. 20191. Virtual Language Instruction: Deliver online language lessons tailored for both children and adults. Develop structured lesson plans for effective virtual teaching. 2. Custom Content Development: Generate personalized materials for each session, ensuring relevance and engagement. Design customized study plans to meet the unique needs of individual students. 3. Individualized Progress Tracking: Develop assessment tools to measure and track students' language proficiency. Periodically evaluate student progress using a variety of assessment instruments. 4. Adaptive Teaching Strategies: Employ flexible teaching approaches to cater to diverse learning styles. Adjust study plans and materials based on ongoing assessments.
italkiSpanish Tutor
Oct. 2018 - Jun. 20191. Online Language Instruction: Conduct virtual language lessons for diverse age groups, encompassing both children and adults. Develop lesson plans tailored to individual needs and learning styles. 2. Customized Content Creation: Craft personalized materials for each session, ensuring relevance and engagement. Design and implement customized study plans aligned with students' goals. 3. Progress Assessment and Measurement: Create assessment tools to gauge and measure students' language proficiency. Implement diverse testing instruments to periodically evaluate student progress. 4. Adaptive Teaching Strategies: Employ flexible teaching approaches to cater to the unique needs of each learner. Adjust study plans and materials based on ongoing evaluations.
Secretaría de Educación PúblicaEnglish Teacher
Aug. 2014 - Dec. 20171. Strategic Program Development: Design and structure comprehensive programs or initiatives. Develop plans for systematic evaluation and continuous improvement. 2. Content Development and Assessment: Generate materials for assessing and measuring progress. Create resources for ongoing evaluation and performance enhancement. 3. Performance Tracking and Analysis: Monitor and assess progress through data-driven methods. Utilize performance metrics for informed decision-making. 4. Stakeholder Communication: Effectively communicate progress and feedback to diverse audiences. Provide regular updates to coordinators, parents, and relevant stakeholders. 5. Team Leadership and Coordination: Manage and coordinate large groups or teams for successful outcomes. Provide leadership in organizing and leading diverse groups.
Instituto Franco Mexicano, A.C.Room teacher 3rd & 5th grade
Aug. 2013 - Jul. 20171. Content Development and Curriculum Design: Develop and design educational content and curricula. Create materials for assessing and enhancing progress in various contexts. 2. Performance Assessment and Analytics: Implement systematic evaluation methods for ongoing improvement. Analyze data to track and measure outcomes and success indicators. 3. Data-driven Decision Making: Utilize performance metrics to inform strategic decisions. Employ data analysis for evidence-based planning and execution. 4. Effective Communication and Stakeholder Engagement: Communicate progress and feedback to diverse stakeholders. Engage with coordinators, parents, and other stakeholders through clear communication. 5. Team Leadership and Group Management: Manage and lead diverse groups or teams towards common goals. Demonstrate proficiency in organizing and leading large groups. 6. Event Planning and Execution: Plan and execute various events, including festivals and contests. Coordinate logistics for successful outcomes in events such as science fairs, spelling bee contests, and parent-teacher conferences. 7. Student Experience Enhancement: Organize and lead student retreats for a holistic educational experience. Create and implement initiatives to enhance the overall student experience.
Tecmilenio MonterreyEnglish Teacher
Jul. 2011 - Feb. 20131. Strategic Planning: Translate complex concepts into actionable plans. Develop and implement effective strategies for achieving goals. 2. Performance Assessment: Regularly evaluate and analyze outcomes. Implement systematic assessment methods to gauge progress. 3. Content Creation and Documentation: Generate materials to measure and showcase progress. Develop resources that facilitate evaluation and improvement. 4. Data Analysis and Reporting: Utilize data to monitor and measure performance. Prepare detailed reports on achievements and areas for improvement. 5. Effective Communication: Provide constructive feedback to stakeholders. Communicate progress effectively to management and clients. 6. Team Leadership and Coordination: Manage and coordinate tasks within large groups. Lead diverse teams towards common objectives.
INSTITUTO EDINBURGHRoom teacher 1st, 3rd, 4th & 6th grade
Aug. 2010 - Jul. 20131. Strategic Program Development: Plan and organize effective programs or initiatives. Develop structured plans for ongoing evaluation and improvement. 2.Content Development and Assessment: Create materials for measuring and analyzing progress. Design resources to assess outcomes and enhance performance. 3.Performance Tracking and Analysis: Monitor and evaluate progress using data-driven methods. Utilize performance metrics to inform decision-making. 4. Stakeholder Communication: Effectively communicate progress and feedback to diverse audiences. Provide regular updates to coordinators, parents, and other relevant stakeholders. 5. Team Leadership and Coordination: Manage and coordinate large groups or teams for successful outcomes. Lead and guide teams toward shared objectives. 6. Event Planning and Execution: Plan and organize various events, including festivals, contests, and conferences. Coordinate logistics and ensure the smooth execution of events.
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