Assistant Director Customer Satisfaction

ALEXANDER MARTINEZ

CAREER OBJECTIVE

Quality-oriented professional with 16+ years of experience and a proven knowledge of amenities, customer satisfaction, group and individual sales and guest retention. Aiming to leverage my skills to successfully fill the Sales Guru role at your company. Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations. PROFESSIONAL EXPERIENCE

Sales Group and Events Manager, 03/2023 - Current

Innside New York NoMad - New York, NY

Assistant Director of Housekeeping, 02/2021 - 03/2023 Innside New York NoMad - New York, NY

CONTACT

Address: Brooklyn, NY 11225

Phone: 347-***-****

Email: *************@*****.***

WWW: Bold Profile

SKILLS

Utilized various software and tools to streamline processes and optimize performance.

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• Completed day-to-day duties accurately and efficiently. Maintained updated knowledge through continuing education and advanced training.

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Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

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• Supported sales team members to drive growth and development.

• Executed strategic sales plans to expand customer base and revenue. Participated in negotiations with vendors regarding product purchases or contracts.

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Enhanced sales volume through skilled support to both new and inactive customers.

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Delivered sales presentations focused on offerings and unique advantages over competitors.

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Trained, coached and mentored new housekeeping personnel on all aspects of their job duties.

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Reviewed employee performance and devised improvement plan to achieve goals.

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Inspected linen closets for adequate supplies of linens, towels and amenities for guestrooms.

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Mediated conflicts between employees and facilitated effective resolutions to disputes.

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• Team leadership

• Event planning

• Quality assurance

• Inventory management

• Customer service

• Effective communication

• Time management

• Problem solving

Training and Quality Manager, 11/2014 - 08/2017

Constellation New Energy - Houston, TX

Guest Services, 04/2012 - 07/2014

Marriott Hotel - New York, NY

EDUCATION

Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.

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Evaluated individual and team business performance and identified opportunities for improvement.

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• Delegated work to staff, setting priorities and goals. Sustained safety protocols to support proper and cost-effective equipment and material usage.

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• Prepare training budget for department or organization Evaluate instructor performance and the effectiveness of training programs, providing recommendations for improvement

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Analyze training needs to develop new training programs or modify and improve existing programs

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Conduct or arrange for ongoing technical training and personal development classes for staff members

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Plan, develop, and provide training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops

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Conduct orientation sessions and arrange on-the-job training for new hires

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Train instructors and supervisors in techniques and skills for training and dealing with employees

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Develop and organize training manuals, multimedia visual aids, and other educational materials

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• Develop testing and evaluation procedures

• Make travel arrangements for sightseeing or other tours

• Receive, store, or deliver luggage or mail

Provide information about local features, such as shopping, dining, nightlife, or recreational destinations

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Make dining and other reservations for patrons, and obtain tickets for events

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• Perform office duties on a temporary basis when needed

• Arrange for the replacement of items lost by travelers Arrange for interpreters or translators when patrons require such services

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Plan special events, parties, and meetings, which may include booking musicians or celebrities to appear

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• Pick up and deliver items or run errands for guests Business Administration, Hotel and Tourism, 12/2012 UNIVERSIDAD DEL ISTMO - Panama, Panama

High School Diploma, 12/1998

INSTITUTO COMERCIAL - Panama, Panama

GPA: 4.6

REFERENCES

EXTRACURRICULAR ACTIVITIES

Sales and Upsales techniques seminars Business Administration with emphasis in Call Center and Telecommunications Training and Quality Management Hotel Concierge Faculties

AWARDS

COURSEWORK

FRANK MARTINEZ, ACCOUNTING MANAGER, NON PROFIT COMPANY, 1-917-***-****, *********@*****.***, Ex co worker

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JAMIE DEIDROS, HOUSEKEEPING DIRECTOR, HOLIDAY INN, 1-917-***-****, ********@*********.***, Manager

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• Created of the Empathy Clinic

• Creator of the Advocacy Clinic

• Employee of the Year Constellation

• Employee of the Quarter 2022 and 2023 at the Innside New York

• Call Center Management / Customer Service

• Sales and Marketing Management

• Training and Quality Management

Contact this candidate