Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Lucia Rivera

Cathedral City

Summary

Dynamic Quality Assurance Manager with a proven track record at Oranj Palm Vacation Homes, enhancing product quality through rigorous internal audits and fostering a culture of accountability. Skilled in continuous improvement and operations management, I effectively resolved customer complaints, leading to significant enhancements in guest satisfaction and team performance.

Overview

8
8
years of professional experience

Work History

Quality Assurance Manager

Oranj Palm Vacation Homes
10.2022 - Current
  • Conducted regular audits to ensure adherence to established protocols, maintaining consistency across the organization.
  • Trained team members on quality assurance principles, fostering a culture of accountability and high performance.
  • Facilitated communication between departments regarding quality concerns, fostering collaboration towards shared goals.
  • Enhanced product quality by implementing comprehensive QA processes and procedures.
  • Schedule inspections for luxury houses and condos.
    - Organize housekeeping tasks.
    - Review work order reports to ensure timely and proper handling of requests.
    - Manage property and guest needs after hours.
    - Inspect luxury properties and recommend improvements.
    - Ensure that cleanliness standards meet guest expectations.
    - Purchase and coordinate welcome gifts and baskets.
    - Oversee VIP check-ins and property tours.
  • Mentored junior staff members in best practices for quality management, contributing to overall team growth and development.
  • Investigated customer complaints and performed corrective actions to resolve quality issues.
  • Implemented corrective action plans based on audit findings, resulting in measurable improvements over time.

Quality Assurance Coordinator

Oranj Palm Vacation
12.2021 - 10.2022
  • Handling calls from guests and homeowners.
  • Opening work orders, scheduling maintenance tasks, and housekeeping duties.
  • Inspecting homes and condos to ensure they meet quality standards and cleanliness levels.

Cocktail Server

Sammy G's Restaurant
04.2021 - 11.2021
  • Provided attentive service, regularly checking in on guests to ensure their needs were met.
  • Managed cash transactions accurately, ensuring proper handling of payments and tips.
  • Developed strong relationships with regular guests, creating personalized experiences that encouraged loyalty.
  • Increased repeat clientele by building rapport with patrons and anticipating their preferences.
  • Enhanced customer experience by efficiently taking and delivering drink orders, providing excellent service.
  • Collaborated with bartenders to ensure timely preparation of drinks for efficient service.
  • Maintained clean and organized bar area.

Local Manager

Hertz Car Rental
09.2018 - 04.2021
  • Maintained a safe work environment by enforcing safety guidelines and addressing potential hazards promptly.
  • Managed budgetary concerns and streamlined expenses for cost-effective operations.
  • Oversaw employee training programs, ensuring staff members were well-prepared for their roles.
  • Monitored productivity metrics and devised targeted strategies for improvement in underperforming areas.
  • In charge of fleet logistic, including in fleeting, de fleeting, plating fleet, maintenance of 5,000 cars
  • Scheduling 45 employees under my supervision
  • report generation
  • Projecting reservations
  • coordinating recovering vehicles impounded or stolen
  • Complete and handle Vehicles Incident Reports


Customer Sales Representative

Hertz Car Rental
11.2017 - 08.2018
  • Built strong relationships with clients through attentive service, leading to repeat business and referrals.
  • Emphasized product specifications to meet customer needs.
  • Increased customer satisfaction by addressing and resolving issues promptly and professionally.
  • Assisted call-in customers with questions and orders.
  • Opening rental agreements, following standard of work and good practices.
  • Upselling vehicles, selling protections to the rental and closing rental agreements

Education

BBA - Consulting

Universidad Mundial
La Paz, Baja California Sur
06-2014

Skills

  • Internal audits
  • Continuous improvement
  • Quality assurance management
  • Document control
  • Attention to detail
  • Work Planning and Prioritization
  • Goals setting
  • Operations management

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Quality Assurance Manager

Oranj Palm Vacation Homes
10.2022 - Current

Quality Assurance Coordinator

Oranj Palm Vacation
12.2021 - 10.2022

Cocktail Server

Sammy G's Restaurant
04.2021 - 11.2021

Local Manager

Hertz Car Rental
09.2018 - 04.2021

Customer Sales Representative

Hertz Car Rental
11.2017 - 08.2018

BBA - Consulting

Universidad Mundial

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Lucia Rivera