Monday
Luis Lacruz
Alfredo
Buenos Aires,CABA
Summary
Experienced Customer Service and Operations Leader with a strong background as a Guest Relations & Experience Manager in a prominent multinational company. Demonstrated expertise in team management, operations oversight, and strategic planning, resulting in a proven track record of problem-solving and consistently delivering exceptional service. Successfully coached management trainees and led successful loyalty programs. Recognized for driving success through teamwork, proactivity, and persistence. Inspired by the worlds of cinema and family, enhancing creativity and problem-solving skills.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
OPERATIONS SPECIALIST LEAD
COOUKUNITY
New York, NY
02.2024 - 08.2024
- Process Implementation: Developed and executed Damage Control Protocols to mitigate issues and ensure swift resolution
- SOP, news and training
- Financial Management: Managed disputes, declined credit card transactions, and facilitated conciliation, credits, and refunds to maintain financial accuracy and customer satisfaction
- Fulfillment Operations: Oversaw replacements, order escalations, and shipping exceptions to streamline the fulfillment process and enhance customer experience
- Logistics Coordination: Coordinated with carriers and drivers to address delivery exceptions and optimize logistics operations for timely and accurate deliveries
- B2B: Customer support with app, logistics issues, and personalized service
- KIPs: Regularly monitor key performance indicators and provide detailed reports to management, offering insights for informed decision-making and driving continuous improvement
- Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
- Analyzed data to identify trends and make informed decisions, driving continuous improvement in operations.
- Provided training for new hires, fostering a supportive learning environment conducive to success in their roles.
CUSTOMER SPECIALIST II
CookUnity
New York, NY
10.2021 - 02.2024
- Customer Service Excellence: Achieved and maintained a 95% positive feedback rating by delivering exceptional, client-centered service and prioritizing customer comfort and safety.
- Demonstrated proficiency in addressing and resolving inbound messages promptly via chat, SMS, emails and phone calls.
- Identify and analyzed trends and pain points, providing actionable insights to the experience team to drive continuous improvement
- Requested escalation for unresolved issues.
- Recorded product or service failure complaints and notified appropriate departments.
- Resolved complex customer issues, ensuring a positive experience and fostering loyalty.
OPERATIONS MANAGER
TOP RENTALS
Buenos Aires, CABA
06.2020 - 09.2021
- Led the Front Desk, Housekeeping, and Maintenance teams to consistently deliver exceptional guest and client service, resulting in a 96% Customer Satisfaction (CSAT) rating
- Managed monthly payment processes with precision, ensuring accuracy in billing and timely client dispatch
- Trained and developed staff in service recovery, brand identity, and empowerment, upholding high standards of service excellence
- Collaborated with the General Manager to create and implement strategies that expanded sales and significantly boosted revenue
- Developed and executed processes and standards that enhanced service quality and strengthened the brand's reputation.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
EXPERIENCE MANAGER
FAENA HOTELS
Buenos Aires, CABA
06.2020 - 09.2021
- Managed guests complaints promptly to ensure satisfaction and assisted with check-in, check-out, and special requests
- Stayed informed about all resort operations, including guest activities, in-house groups, and special requests
- Managed wake-up calls, offered accurate information about resort facilities, and handled multiple tasks daily
- Documented and followed up on guest complaints, operated communication systems, and assisted in emergencies
- Strong communication skills, basic computer proficiency, and exceptional organizational abilities were key to success in this role.
- Developed metrics-driven approach for evaluating Experience Manager performance against set benchmarks.
- Established strong relationships with clients, fostering loyalty and repeat business through exceptional service delivery.
- Collaborated with cross-functional teams to optimize service offerings and drive business growth.
NIGHT AUDIT MANAGER
CASASUR
Buenos Aires, CABA
01.2019 - 02.2020
- Prepared and reviewed Night Audit reports to ensure the accuracy and completeness of financial transactions and operational data
- Delivered exceptional customer service by managing check-ins and check-outs efficiently, addressing guest inquiries, and resolving issues promptly
- Supervised the night shift team, ensuring smooth operations and adherence to service standards during overnight hours.
- Monitored inventory levels for essential supplies, placing orders as needed to ensure uninterrupted hotel services during night hours.
- Reviewed daily reports from various departments to identify operational issues and develop solutions in a timely manner.
- Improved guest satisfaction by efficiently managing night audit operations and addressing customer concerns promptly.
- Trained new team members in night audit procedures, fostering a consistent approach to service standards across the department.
- Streamlined check-in and check-out processes for faster service, enhancing overall guest experience.
- Participated in regular staff meetings, offering insights and improvements to help enhance hotel processes and operational efficiency.
GUEST RELATIONS MANAGER
MARRIOTT - RENAISSANCE
Caracas, Miranda
09.2015 - 01.2018
- Green results in Brand Standard audit 2 consecutive times 100% scores Front desk and Concierge areas
- Obtained 82% Elite recognition in 2017, intent To Recommend 79%, Arrival experience 81%, Lead Elite recognition by Renaissance brand during 2016 and mid-2017.
- Created monthly reports on guest feedback trends, providing valuable insights to guide improvements in operations and services.
- Managed challenging situations with professionalism and diplomacy, maintaining positive relationships with guests even during difficult circumstances.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Fostered a culture of exceptional customer service within the Guest Relations department through ongoing coaching and development opportunities for team members.
- Coordinated room upgrades or complimentary amenities when appropriate to exceed guest expectations without compromising revenue goals.
- Motivated and rewarded employees to improve engagement.
- Surveyed guests to check for areas in need of improvement.
- Established strong relationships with local businesses to provide unique experiences for guests, elevating the hotel''s reputation within the community.
Education
BACHERLOR IN ARTS IN COMMUNICATIONS - Communications
HULT INTERNATIONAL BUSINESS SCHOOL
London 09.2009 - 08.2013
Skills
LEADERSHIP
QUALITY CUSTOMER SERVICE
TEAM MANAGEMENT
HOSPITALITY MANAGEMENT
COMMUNICATION
ANALYTICAL SKILL
Tools
- Zendesk
- Kustomer
- CRM Plataforms
- Slack
- Tableau
- Google Workspace
- Admin
- LiveChat
Software
Slack integrations
Freshdesk
Languages
English
Advanced (C1)
Spanish
Advanced (C1)
Timeline
OPERATIONS SPECIALIST LEAD
COOUKUNITY
02.2024 - 08.2024
CUSTOMER SPECIALIST II
CookUnity
10.2021 - 02.2024
OPERATIONS MANAGER
TOP RENTALS
06.2020 - 09.2021
EXPERIENCE MANAGER
FAENA HOTELS
06.2020 - 09.2021
NIGHT AUDIT MANAGER
CASASUR
01.2019 - 02.2020
GUEST RELATIONS MANAGER
MARRIOTT - RENAISSANCE
09.2015 - 01.2018
BACHERLOR IN ARTS IN COMMUNICATIONS - Communications
HULT INTERNATIONAL BUSINESS SCHOOL
09.2009 - 08.2013
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