Operations and Customer Service Leader with HR Skills
Resume:
Waukegan, USA *****
*********************@*****.***
EDUCATION
Associates Degree
Business Management
San Pedro Junior College, San Pedro Town, Ambergris Caye, Belize
VICTOR ALFONSO PORTILLO
OBJECTIVE
Dynamic professional with extensive experience at Belize Pro Dive Center, excelling in customer service and team leadership. Proven track record of increasing sales by over 200% through innovative tour offerings. Skilled in recruiting and compliance, with strong communication abilities to foster client relationships and ensure operational excellence. Bilingual and adept in fast-paced environments.
KEY SKILLS
Customer service
Communication skills
Independent work
Fast-paced environment
Employment laws and regulations
Human resources
Recruiting and staffing
Problem solving
Organizational abilities
Team collaboration
Bilingual proficiency
EXPERIENCE
INDEPENDENT CONTRACTOR
July 2020 - Current
As an Independent Contractor Courier I pick up and deliver items (documents, packages, medical supplies) Im using my own vehicle, I managed my own schedule and expenses, my main duties are the following route planning, safe transport, customer service, handling paperwork/signatures, and timely deliveries, often coordinated via dispatch, with work varying from food delivery to sensitive medical transport.
Pick-up & Delivery: Securely collect items from senders and deliver them to recipients, ensuring timely arrival.
Route & Time Management: Plan efficient routes and adhere to specific timeframes (e.g., express deliveries).
Customer Service: Interact professionally with clients, obtain signatures, and answer questions.
Documentation: Complete delivery logs, paperwork, and maintain chain of custody for sensitive items.
Vehicle & Maintenance: Use and maintain own vehicle, tracking mileage and expenses.
MACHINE OPERATOR
Accurate Personnel LLC. April 2018 - June 2020
Was to sets up, operate, and maintained production machinery, ensured efficient and high-quality output by monitoring performance, made adjustments, performed basic cleaning/maintenance, and troubleshot issues, all while strictly following safety rules and documented production. Key duties included loading materials, calibrating machines, inspecting finished products, managing logs, and collaborating with the team for smooth workflow.
Setup & Operation: Prepare machines, load raw materials, and run equipment according to specifications.
Monitoring & Adjustment: Observe machine operation, check product quality, and adjust settings to maintain accuracy and efficiency.
Maintenance: Perform routine cleaning, minor adjustments, and basic troubleshooting; call maintenance for major repairs.
Quality Control: Inspect finished goods for defects and ensure they meet quality standards.
Documentation: Complete production logs, report issues, and track approved/defective units.
Safety: Adhere to all health, safety, and company regulations.
SITE MANAGER
Liberty Staffing LLC. September 2016 - February 2018
As the worksite manager I was like the main liaison between the staffing agency and a client's worksite, managing temporary employees, handling recruitment/onboarding, ensuring client satisfaction, overseeing daily operations, managing performance, resolving issues, and maintaining compliance, essentially running the staffing function at the client's location to meet their workforce needs.
Client relationship management: serve as the primary contact, build strong relationships, anticipate needs, and provide regular updates/reports (productivity, headcount, etc.).
Recruitment & onboarding: identify openings, source candidates, interview, conduct background checks, manage new hire paperwork, and facilitate orientations.
Site operations: oversee daily activities, coordinate schedules, maintain morale, ensure safety compliance, manage incident reporting (workers' comp), and track client property.
Reporting & compliance: generate reports for the client, ensure employee management: coach, counsel, manage performance, handle timekeeping, report document conduct drug test after every accident and immediately reporting company's HR and Line Leads, resolve conflicts, and conduct exit interviews. Adherence to employment laws and maintain accurate documentation. Reported to branch management and worked closely with client safety department, HR and department leads.
GENERAL MANAGER
Belize Pro Dive Center March 2013 - June 2016
Operations & Safety: Manage daily shop activities, ensure safety protocols (PADI/SSI) are met, oversee dives/boat schedules, manage and ensure that all empty tanks were filled properly efficiently and most importantly following all safety procedures, and maintain equipment/facilities.
Staff Leadership: trained office new office staff, Schedule tour guides and designate boats were to be used according to tourist group size, motivate tour guides, shop staff and make sure they provided excellent Customer Service handle HR aspects like staff attendance, staff customer service.
Customer Experience: Deliver top-tier customer service, handle bookings, manage guest inquiries and their Itineraries, making sure our customers felt like family and not just a dollar sign from the first hello to the goodbye and create an inclusive, positive environment.
Sales: Grew sales by introducing and offering mainland tours, fishing tours, Specialized full day dive trips like (The Blue Hole and Turneffe Atoll) we started outsourcing all mainland, fishing and full day diving tours but we quickly noticed our customers saw the difference between our shop customer service and every other outfitters so we decided to offer all tours ourselves(that's how much we cared about our customers and our reputation) in doing so we became a one stop shop and we could offer better package deals keep in mind we were still more expensive than every shop on the island regardless of that our business grew 200% or even more we had to get a bigger dock with triple the size of the dive shop, added 4 more boats and added a 3 vans for our mainland tours and we did all this in a 2-3 yrs span.
Managed our gift shop sales and inventory, handled all customers' accounts make any adjustments, refunds or special package pricing.
REFERENCES
Available upon request.
LANGUAGES
English:
Full Professional
Spanish:
Full Professional
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