Ayme Pintos
Toronto,,ON
Summary
Experienced professional with a strong background in customer service and team leadership. Skilled in managing teams, optimizing workflows, and consistently providing outstanding customer experiences. Known for problem-solving skills and exceptional organizational abilities, leading to the development of strong client and partner relationships.
Overview
11
11
years of professional experience
Work History
Shift Lead Supervisor
John Paul Concierge
10.2023 - Current
- Lead and manage a team of concierges, focusing on performance, adherence to service standards, and professional development.
- Develop and present daily, weekly, and monthly performance reports, analyzing key performance indicators and recommending improvements.
- Act as the primary point of contact for escalation management, handling complex customer issues and coordinating with upper management for resolution.
- Monitor real-time schedule adherence and manage workflows to ensure team productivity meets or exceeds established standards.
- Facilitate regular one-on-one and team meetings to review performance, set goals, and communicate updates.
- Implement new procedures and policies, ensuring compliance and providing real-time coaching and feedback to team members.
- Build and maintain strong relationships with clients and vendors, enhancing service delivery and client satisfaction.
- Promote a collaborative and respectful work environment, supporting both individual and team success.
Customer Service Representative
American Express Global Business Travel
06.2023 - 10.2023
- Actively addressed customer concerns, resolving issues efficiently while maintaining high levels of customer satisfaction in both English and Spanish languages.
- Managed a high volume of calls, providing timely and accurate responses to client inquiries and processing service requests.
- Delivered exceptional service by leveraging in-depth knowledge of products and services, ensuring positive client interactions.
Corporate Travel Counselor
American Express Global Business Travel
03.2022 - 05.2023
- Processed bookings and changes for flights, hotels, and car rentals, handling cancellations and refunds with professionalism.
- Analyzed and resolved customer issues, improving service quality and client satisfaction.
- Provided detailed information on loyalty programs and processed payments while managing sensitive information securely.
- Strengthened vendor relationships by maintaining open communication and promptly addressing any concerns or issues.
Chocolatier
KitKat - Nestle Canada
09.2021 - 04.2022
- Planned, executed, and controlled assigned project, ensuring work performed complied with contractual requirements, achieving over $12,000 CAD in revenue in 3 months.
- Aligned with staff members to develop, identify and achieve assigned goals and initiatives
Barista
Thirty Six Knots
07.2019 - 09.2021
- Created and served a variety of beverages, achieving high customer satisfaction through personalized service and attention to detail.
- Improved products, increasing sales by 180% in two months.
Senior Picker
Door2Door Fresh @ Thirty Six Knots
06.2020 - 11.2020
- Handled order processing and inventory management, training new employees and ensuring accurate and timely shipments.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
Co-Owner
Porto 47
09.2013 - 09.2016
- Managed day-to-day operations efficiently, ensuring smooth workflow and timely completion of tasks.
- Improved customer satisfaction ratings by consistently delivering high-quality products and services.
- Oversaw financial management tasks, including budgeting, forecasting, and cash flow optimization.
Education
Bachelor's - Culinary Arts And Management
Instituto De Estudios Universitarios
Coatzacoalcos, Mexico01.2013
Skills
- Leadership and Team Management
- Excellent Communication and Interpersonal Skills
- Problem-Solving and Critical Thinking
- Time Management and Organizational Skills
Additional Information
Spanish - Native
English - Professional
Portuguese - Professional
French - Limited Working
Italian - Elementary
Timeline
Shift Lead Supervisor
John Paul Concierge
10.2023 - Current
Customer Service Representative
American Express Global Business Travel
06.2023 - 10.2023
Corporate Travel Counselor
American Express Global Business Travel
03.2022 - 05.2023
Chocolatier
KitKat - Nestle Canada
09.2021 - 04.2022
Senior Picker
Door2Door Fresh @ Thirty Six Knots
06.2020 - 11.2020
Barista
Thirty Six Knots
07.2019 - 09.2021
Co-Owner
Porto 47
09.2013 - 09.2016
Bachelor's - Culinary Arts And Management
Instituto De Estudios Universitarios
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