Luz Oliveros

Experience

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  Hotel Fiesta Americana Querétaro

  Jan 2014 - Aug 2014

  Human Resources Specialist

  -Designed and conducted aptitude tests to assess employee skills and performance.-Coordinated and managed agendas for various employee events, ensuring timely execution and successful outcomes.-Facilitated comprehensive orientation meetings for newly hired staff, providing them with essential information about the company culture, policies, and procedures.-Supported HR team in the execution of onboarding and offboarding activities for new hires, ensuring smooth transitions and compliance with relevant regulations.-Developed visually appealing flyers to promote employee events and motivational campaigns, leveraging design and communication skills to drive engagement and participation. Show less

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  Acquedotto64 Ristorante

  Aug 2014 - Feb 2015

  Public Relations Manager

  -Spearheaded social media brand management and oversaw all marketing initiatives, including promotional materials, events, and campaigns, to enhance brand awareness and drive business growth.-Developed and executed marketing strategies in collaboration with the marketing team, utilizing market research and data analysis to identify target audiences and deliver effective messaging.-Maintained an Excel database of supplier and client information, ensuring accuracy, completeness, and confidentiality of sensitive data.-Conducted regular data analysis and reporting to assess the effectiveness of marketing efforts and identify opportunities for improvement, presenting findings and recommendations to the management team.Managed relationships with key stakeholders, including suppliers, vendors, and clients, to foster strong partnerships and ensure optimal service delivery. Show less

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  State Secretary of Tourism of the Government of Queretaro

  Aug 2015 - Jan 2016

  Assistant Manager

  -Designed and executed customized customer service training courses, developing detailed schedules and engaging content to improve employee performance and enhance customer experience.-Contributed to government-led quality assurance initiatives by participating in official events and conferences, staying up-to-date with industry trends and regulations, and sharing insights and best practices with colleagues.-Coordinated the guest list for official events, maintaining accurate written records of attendees and liaising with key stakeholders to ensure seamless event execution.-Collaborated with the call center team during high-volume periods, providing operational support and ensuring optimal service delivery to customers.-Played a key role in the planning, preparation, and execution of the highly anticipated Day of the Dead event in Queretaro, working closely with cross-functional teams and external vendors to deliver a memorable and successful event. Show less

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  Eqro Turismo La Corregidora

  Feb 2016 - Sept 2016

  Marketing Coordinator

  -Produced high-quality publications focused on travel, local customs, and points of interest-Coordinated the outsourcing of package deals, brochures, videos, and photo shoots to effectively promote and market tourist destinations, ensuring high-quality deliverables and timely execution.-Conducted in-depth customer research to identify key needs and preferences, using survey data to inform strategic marketing decisions and drive business growth.-Created and implemented a marketing and social media schedule-Successfully scouted new locations, conducting site visits, assessing feasibility and profitability, and negotiating with local vendors and suppliers to secure favorable deals.-Developed professional PowerPoint presentations for new business pitches, highlighting key strengths, benefits, and value propositions to prospective clients and partners. Show less

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  Precinct of Queretaro

  Feb 2018 - Sept 2018

  County Advisor

  -Maintaining comprehensive records of active hotels, hostels, and restaurants in the precinct, ensuring accurate and up-to-date information was available to all stakeholders.-Delivering cost-effective customer service training to registered hospitality businesses, leveraging my industry expertise and interpersonal skills to improve customer experience and satisfaction.-Generating monthly income statistics to demonstrate the economic growth of the precinct, providing insights and recommendations to local authorities and key stakeholders.-Supervising conventions and events designed to provide networking opportunities for artists of multiple nationalities (such as CONQUE 2018 and other official events) ensuring seamless event execution and a positive experience for all participants. Show less

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  District Taco

  Jan 2020 - Aug 2020

  Human Resources Administrator

  -Administering health plans, reconciling benefit statements, processing I-9 documentation, and gathering payroll data using Paycom as the main technology platform.-Providing exceptional customer service to employees by addressing their questions and concerns in a timely and professional manner.-Conducting profile reviews, interviews, and on-boarding tasks as part of the recruitment process, leveraging my strong communication and organizational skills to identify top talent and ensure smooth on-boarding processes.-Updating internal databases with new employee information extracted from employee forms, ensuring the accuracy and completeness of employee records.-Preparing HR-related reports as needed, such as payroll metrics, using my analytical skills and attention to detail to produce high-quality deliverables. Show less

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  Uva

  Sept 2020 - now

  - Manage a portfolio of client accounts to achieve long-term success.- Develop growth strategies for each account that align with company objectives.- Identify and pursue new sales opportunities within existing accounts.- Establish and maintain strong, long-lasting client relationships.- Understand client needs and customize service offerings to meet those needs.- Act as the main point of contact and manage client communications.- Meet and exceed sales targets for account growth.- Collaborate with the sales team to maximize profit by up-selling or cross-selling.- Prepare regular reports on account status and sales results.- Analyze market trends and client feedback to identify new growth opportunities.- Contribute to the development of company sales strategy.- Stay abreast of industry changes and adjust account strategies accordingly.- Work closely with the marketing team to develop and implement effectivemarketing strategies for clients.- Present marketing efforts and results to clients, ensuring alignment with theirgoals and expectations.- Actively seek out and engage with potential new clients to expand the customerbase.- Implement strategies for client retention and satisfaction to ensure long-termloyalty.- Regularly assess client needs and align our services to meet their evolvingdemands.- Perform other duties as assigned, demonstrating flexibility and adaptability tochanging business needs. Show less -Recruits and trains Customer Service representatives in company policies, procedures, and best practices.-Organizes and oversees weekly schedules and tasks of assigned staff.-Conducts timely and constructive performance evaluations for Customer Service Representatives.-Ensures compliance of Customer Service Representatives with company guidelines, especially with regards to quality of service.-Monitors and reviews correspondence between representatives and customers.-Assists with Customer Service duties as needed and implements service policies, explaining them to staff and customers.-Investigates and resolves customer complaints, including returns, exchanges, and voids.-Keeps Customer Service Representatives informed about changes to company products and services.-Collects data and prepares reports on service complaints and inquiries.-Promotes a company culture that encourages top performance and high morale, and provides management for the supervised team.-Works with CEO to determine values, mission, and short and long-term goals.-Communicates job expectations, plans, monitors, appraises, and reviews activity contributions.-Tracks issues and conflicts, removes barriers, resolves issues of medium complexity, and escalates to the appropriate level when required.-Stays up-to-date on industry regulations, trends, and technology.-Prepares and updates knowledge-based documents such as summaries and responses to frequently asked questions.-Performs other duties as assigned. Show less - Maintains accurate documentation, coordination, and organization of all orders for drivers- Collaborates with team members to ensure customer and company objectives are achieved- Responds to customer inquiries promptly and professionally- Answers all incoming calls and messages in a timely manner- Demonstrates strong problem-solving and conflict resolution skills- Addresses customer complaints effectively and provides timely solutions and alternatives while ensuring a satisfactory resolution. This involves interacting with drivers, restaurants, and clients.- Capable of handling 60-80 calls per day- Builds and nurtures positive relationships with team members, drivers, partners, and customers- Enters driver and order-related data accurately- Carries out any other duties assigned by the team lead or manager Show less

  • Account Growth & Success Manager

    Feb 2024 - now

  • Customer Support Supervisor

    Sept 2021 - Feb 2024

  • Customer Support Representative

    Sept 2020 - Feb 2024