Customer Service Quality Assurance

Curriculum Vitae

Personal Information

• Name: Felipe Velez Correa

• Gender: Male

• Nationality: Dual Citizenship – United States & Colombia

• Marital Status: Single

• Current Address: 4620 Vista Del Monte apt.108 Sherman Oaks, CA. 91403

• Email: *************@*******.*** Telephone: (805-***-**-**

Career Objective

• To obtain a management position focused on fulfilling customer satisfaction by utilizing the knowledge and skills that I have obtained through an extensive education and work experience in the hospitality field.

Work Experience

• Guest Services and Quality Service Trainer: August 16, 2011 to October 12, 2011: Veneto Hotel and Casino, Wyndham Grand in Panama City, Panama.

o Responsible for training hotel personnel based on hotel policies, quality of service and S.O.P’s.

• Valet Parking attendant: February 16, 2010 to July 10, 2010: One Parking, West Palm Beach Florida.

o Responsible for parking all types of customer vehicles in City Place property.

• Guest Relations and Event Management: December 27, 2007 to June 15, 2008: Internship semester, Les Roches School of Hotel Management: Grace Bay Club Resort Hotel in Providenciales, Turks and Caicos Islands.

o Responsible for the recruitment, training and supervision of a staff of twelve coworkers within the concierge customer service department.

o Performed market research surveys utilizing client base to seek feedback on sales techniques, follow-up methods and quality of post-sales service.

o Improving customer service based on client feedback through the development of new policies and SOP’s. Successfully handled all issues involving Guest Relations.

• Food and Beverage Assistant Management Training: January 06, 2007 to June 06, 2007: Internship semester, Les Roches School of Hotel Management: Four Season Hotel Westlake Village, California. Ref: Brooke D. Gardner ******.*******@***********.***

o Responsible for supervision of staff, creating work schedules and supervision of SOP’s for Food and Beverage employees.

o Prepared weekly sales reports, requisition forms and purchasing orders for Food and Beverage department.

o Helped to generate repeat business through successful customer follow-up.

• Product Quality Inspector: December of 2005 until July of 2006: Dole Fresh Fruit Company North America (Through a third party contractor) in Fullerton, California. Quality Evaluator for pineapples, located in “Veggie land.” Ref: Carlos Holguin *********@*****.***

o Responsible for the inspection of pineapples based on Dole’s official pineapple quality standards and specifications.

o Responsible for reporting Dole’s pineapple quality scores by code, and country of origin, reporting directly to Mr. Carlos Holguin.

• Product Quality Inspector-in-training: January to July of 2004 Dole Fresh Fruit International Ltd. Unión de Bananeros Ecuatorianos S.A. (UBESA), located at BANANAPUERTO, Guayaquil Ecuador.

o 6-8 Hours of training on Saturdays, with UBESA’s quality evaluation crews at Bananapuerto, evaluating bananas for export.

Education

• Kendall College Chicago IL, (August 2009-June 2011)

• Les Roches School of Hotel Management Switzerland (July 2006-Dec 2008)

• Emergency Medical Technician (EMT Basic) Diploma (February 2006)

• Palomar College, San Marcos, California (August 2004-January 2005)

• High School: Inter American Academy Guayaquil, Ecuador (June 2000-June 2004)

Languages

• Spanish (Native language): fully fluent

• English (The language of my education and Citizenship): fully fluent.

• Portuguese (Fluent): Learned while living in Brazil

• French (Intermediate): Fairly good exposure while living in Switzerland

Computer Skills

• Microsoft Office: (Word, Excel, PowerPoint, Access. etc.)

• Operating Systems: (Fidelio, Micros, Opera, etc.)

References

Brooke D. Gardner: Director of F&B Four Seasons Hotel New York, Phone: 212-***-**** ******.*******@***********.***

Carlos Holguin: DFFC Quality Assurance Dept. Manager *********@*****.***

Christophe Bureau: President/Co-Owner of Small Hotel Management Company SA (SHMC) (Panamá) Phone: (507-********, *********@*******.***

Lucas Giese: DFFC Quality Assurance Dept. Westlake Village and Fullerton California.

*****.*****@****.***

Alberto Lemos: G.M. of Restaurante La Vitrola (Panamá) Phone:(507-********,

*******.*****@**************.***

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