Mayra Paola Campos Quevedo
Woodbridge,ON
Summary
Resourceful professional in management operations known for high productivity and efficient task completion. Possess specialized skills in strategic planning, team leadership, and operational improvement. Excel in communication, problem-solving, and adaptability, ensuring seamless execution of business strategies and enhancement of team performance.
Overview
10
10
years of professional experience
Work History
Operations Manager
IMPACT Cleaning Services
05.2022 - Current
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Enforced federal, state, local and company rules for safety and operations.
- Monitored progress by establishing plans, budgets and measuring results.
- Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Developed key performance indicators to measure effectiveness of operational processes.
- Connected with clients and developed strategies to achieve sales and customer service goals.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Analyzed and controlled materials, supplies and equipment operational expenses.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
Team Leader Quality Specialist
Lufthansa InTouch
02.2020 - 02.2022
- Company Overview: Flight reservations and airline services
- Answering phone calls and giving information to passengers as per their travel plans using Amadeus Airline’s system for checking flights, fares, and new updates
- Handling questions, complaints and inquiries from customer politely
- Process payments collecting credit cards information
- Process tickets refunds, rates request
- Managing from 40 to 50 customers calls daily
- Answering emails to respond customer enquires with Lufthansa product
- Answering supervisor transfer calls to resolve any complaint by the customer
- Processed refunds of overpayments to client
- Coach/Train agents one on one or in small groups on Lufthansa product and airline system procedures
- Flight reservations and airline services
- Conducted regular performance reviews to assess individual team member progress.
- Ensured compliance with legal and regulatory requirements in all team activities.
- Evaluated needs of departments and delegated tasks to optimize overall production.
Supervisor
Lufthansa InTouch
10.2017 - 02.2020
- Maintained positive working relationship with fellow staff and management.
- Organized client meetings to provide project updates.
- Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
- Identified needs of customers promptly and efficiently.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Responded to customer questions regarding products, prices and availability.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
Customer Services Representative
Lufthansa InTouch
05.2015 - 09.2017
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Answered inbound calls, chats and emails to facilitate customer service.
Education
Travel and Tourism Diploma -
Everest College
Toronto01.2013
Skills
- Motivated and proactive
- Reliable and responsible
- Able to work independently and as a part of a team
- Incidents management
- Excellent interpersonal and decision-making criteria
- Proficient in Microsoft Office applications
- Excellent oral and written communication skills; fluent in English and Spanish
- Time management
- Performance evaluations
- Employee relations and conflict resolution
- Workforce management
- Staff management
- Business administration
- Conflict mediation
- Labor relations
Timeline
Operations Manager
IMPACT Cleaning Services
05.2022 - Current
Team Leader Quality Specialist
Lufthansa InTouch
02.2020 - 02.2022
Supervisor
Lufthansa InTouch
10.2017 - 02.2020
Customer Services Representative
Lufthansa InTouch
05.2015 - 09.2017
Travel and Tourism Diploma -
Everest College
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