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Front Desk Customer Service

Location:
Orlando, FL
Posted:
March 09, 2023

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Resume:

YSRA IVANNA PEÑA TOVAR

e-mail: advs3v@r.postjobfree.com, Cel. phone: 407-***-****, Orlando-Florida Zip Code 32821. EDUCATION AND MAIN TRAINING

● Industrial Engineer, Instituto Universitario Politécnico Santiago Mariño – Venezuela

● MBA (Master Degree in Business Administration): 4 Programs. Agile Project Manager (finished), ADEN High Business School. Panamá.

● Master Degree Specialist in quality management and statistical control processes, Universidad Central de Venezuela -Venezuela

● University technician of business administration mention costs (obtaining honorable mention in thesis. Subject: Proposal of a system of quality cost for quality management System). Experimental University Institute of technology La Victoria- Venezuela.

● University technician in computer science. Experimental University Institute of technology La Victoria - Venezuela.

● Leader certified Auditor ISO-9001 IRCA-Bureau Veritas. Quality Management Systems. Panamá.

● Certificate Auditor ISO 9001, FONDONORMA - IRCA / facilitator of issues relating to SGC- Venezuela. SKILLS AND ABILITIES

● Advanced English, technical translator English-Spanish, writing, reading and Speak Intermediate-high.

● Processes analysis, flow charts, process Diagrams, Statistical Process Analysis, KPI s management.

● Processes improvement Analysis applying KAIZEN, 5S, PDCA, 5WH, Cause-Effect Diagram, Statistical Analysis, Design Thinking, SWOT Analysis and Agile Methodologies.

● Audits Leader in ISO 9001, ISO 14001 and ISO 18001, technicals products, Implementation and Certification proccesses, suppliers and Customers Sites.

● Planning, execution and follow-up of projects in Microsoft project, progress reports, budgets, administration management, works team management, effective problem solving.

● Follow-up to the work plan or schedule according to customer service requirements/ costumer focus.

● Documents Control Methodologies. ISO-Document Software. / ACONEX document control and information system.

● Statistical software (Statistix 8.0 / Minitab 14).

● Microsoft office (PowerPoint / excel / word / publisher), internet Explorer, social Media, Marketing digital programs.

● SAP r/3 modules: purchases, warehouse, production, quality control, V 2009.

● Excellent relationships with interested parties such as: suppliers, subcontractors, workers, stakeholders, customer and Company team. WORK EXPERIENCE

Sept 21- Current. Company: Amazon Position: Fulfillment Control Associate (Logistic and Distribution)

Sort control of packages.

Monitor the sort distribution system of all jackpots to keep the flow in distribution packages lines.

Support in the Outbound picking process, for delivery of merchandise.

Problem Solve: Check and fix the package damages, incomplete or non recoverable. Return to the customer as new orders, re plan new delivery dates or return to Main Warehouse Center.

Inventory Control: Perform the inventory control update of site operations consumibles items. Minimun-Max. Stock Control. March 21- Agust 21. Company: Hilton and Marriot Properties Position: Housekeeping Supervisor/Quality Inspector

Check or Inspect rooms clean status to ensure the compliance with Quality Standards. Release in the Administrative Systems the rooms available to Rent and Delivery the rooms as priority needs front desk.

Perform Checklist to ensure all amenities, linen completely clean, and everything works perfectly well to avoid Guest complaints.

To make following to housekeeper work and give them feedback continuously to enhance their cleaning. December 20-March 21. Company: Star Island Resort Position: Housekeeping Operations Coordinator

Planning and control of housekeeping operations process, to ensure the Villas are available to respond with Clients demand.

To ensure the available of Inventory for linen distribution.

To check and monitoring the Main Systems to know the clean rooms availability status and to be in continuously contact with Front Desk Department to support in the Reservation process or any other activity related with guest’s attention.

Support with internal process of Housekeeping Management, about information, traceability of cleaner historical, personal and others reports. Support with internal process with Maintenance Department for repairs, painting and replacement of pieces as necessary in Villas on time and avoid delays.

January 2018-Dec-2020 Position: Project Administration Consultant/ Quality Management System Consultant

Project Management and Administration Consultancies for Electrical Installations of the Company LPG, in the Construction of City of Health Project. Panama.

Administration and Control of Project for Special Systems installations in the new Subway Line 2, Panama.

Project Management Consultancies for plumbing and hydro sanitary of the Company Serviprojects, in the Construction of City of Health Project. Panama.

Consultancies and Internal Audits of Organizational Management and Project Management to Electromechanical Installations Services

(HVAC). Friosa S.A. Panama.

Internal Audit (2nd Part) to Certification company. Inspection and Audits of Ships. Sector: Maritime. OMCS Class Intermarine S.A. Balboa. Panama.

Courses of Management Indicators, Process Management, Update new version ISO9001: 2015, Training of Internal Auditors. December 2016 – December 2017 Company: THALLUS INNOVATION, S.A. Branch of Panamá (transnational enterprise in Electro mechanics engineering solutions). Position: Project Manager / Business Development Manager YSRA IVANNA PEÑA TOVAR

e-mail: advs3v@r.postjobfree.com, Cel. phone: 407-***-****, Orlando-Florida Zip Code 32821.

Planning and management of budgets, unit price analysis (UPA), production planning and follow-up, request for construction changes, control of construction plans and as built plans), follow-up meetings with the Client, invoicing and collections management. Monitor, ensure and report work progress, evaluate performance, non-conformities & CA.

Develop new strategies relationships with private and public sector.

Studies of the market (sector construction and industrial) based on the projection of new investments at the national level.

Establish and implement the business strategic plan based in objectives of the organization. Meet the goals raised management indicators.

Position the brands of the electromechanical equipment in the Panamanian market, through modern marketing techniques. Meet the requirements of the clients complying with technical specifications and managing to exceed the needs and expectations. September 2015 - November 2016. Company: GRUPO GAMA, electromechanical engineering and construction (ODEBRECHT Contractor in the International Tocumen Airport Expansion project. City of Panama. Position: Quality Manager QA/QC.

Design, develop and implement plans of inspection and monitoring the process of electrical installations in the field; reports of non- conformities and corrective actions to closure; the quality manual according to the guidelines established by the Odebrecht customer designer (shop drawings), technical management of quality and dossier by phases of project delivery reports and ensure compliance with of the master plan of inspections.

Ensure the control of documents generated in the project (drawings, records, submittals, etc) and follow up to the adoption of technical specifications and shop drawings, submittals (RFA s and RFI s).

Ensure the traceability of the process of electrical installations.

Coordinate the release of materials ensuring the correct fulfillment of the technical documentation required by the client and ensure the quality of the materials to be used in the electrical installations, lead and following to Customer Audits.

Provide training to field staff on quality in facilities, according to the parameters set out in the procedures. August 2013 - May 2015. Company: MUNCHY foods, C.A. - Venezuela. (Snacks manufacturing, packing and Distribution) Position: Manager of Quality and Development of New Products / GMP Leader Auditor

Identify opportunities for improvement in the processes of Logistic, Packing, Quality Control Lab, Production, Warehouse, Planning of production, Maintenance, Returns, Customer Service, Development of New Products.

Implement and follow-up through management indicators, analysis of causes, corrective action plans.

Plan and optimize the operating expenses of the budget. Implementation of the system of complaints and claims.

Implement and control the inventory of equipment, instruments and supplies of the laboratory database.

Update the recipes in manufacturing, according to formulas in the product

Implement GMP and 5 S and Visual Management standards to dictate talks for all the staff of the company.

Perform audits and meet governmental, new suppliers and customer visits.

Design, perform and implement manuals of procedures, specifications, analytical methods, flow charts, control of documents and records.

Implement and follow-up the work plan of the quality team. November 2010 - December 2011. Company: C.A RON SANTA TERESA - Venezuela. (consumer goods, Industry: alcoholic beverages) Position: Quality Management System Coordinator/ ISO-9001 Leader Auditor

Certify the line of distillation, mixing, packaging and Service post - sale, under ISO-9001:2008 getting zero non-conformances. Implement and lead GMP audits.

Plan, execution and following to ISO 9001, suppliers and GPM Audits and closing of Non conformances issues.

Implement improvements in processes: (Production, Logistic, Sales, Maintenance, Quality Control, Industrial Safety, Development of Products) and infrastructure of the production process.

Update and Control of documents and records.

Develop proposal for the implementation of a HACCP system program and 5 S, PDCA and risk management.

Implement, analyse and follow up of objectives and performance indicators for each one of processes. May 2002 - November 2010. Company: International Insecticides C.A. (INICA)-Venezuela. (Agrochemicals Industry). Position: Quality Management System Coordinator/ ISO-9001 Leader Auditor

Certify 14 lines of production, packaging, and packing of liquid and solid chemicals under ISO-9001:2000 and 2008 with zero non conformances, subsequently were conducted audits for recertification and maintenance obtaining zero non-conformances.

Lead audits SHE, Contamination Prevention & Quality for Partners (DUPONT, BASF, SYNGENTA).

Implement improvements in production processes, products and infrastructure. Changes Control Management. 5 S, PDCA and risk management.

Design and implement the system of after-sales service (management of complaints and claims, visits to national and international customers handling of returns) in SAP Systems.

Implement and management of document control system through Intranet Systems.

Implement, analyse and follow up of objectives and performance indicators for each one of processes.

Train all companie staff about issues related to the quality management system and indicators results.



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