Bert Valencia Jr

Experience

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  Starwood Hotels & Resorts Worldwide, Inc.

  Feb 2008 - Jun 2011

  Assistant Food and Beverage Manager

  • Led award winning FOH team of 11 employees in customer satisfaction resulting in corporate examining our “best in” practices.• Managed team of over 20 multi-national employees where we were recognized as having the highest customer satisfaction scores for our employee-to-guest ratio.• Initiated four new employee standards that led to greater customer satisfaction scores and greater guest experience.

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  AviancaTACA Limited

  Jul 2011 - Aug 2011

  Operations Optimization Intern

  Unified logistics and maintenance methodology of the three main maintenance centers. Project leader for the maintenance project and collaborated with five other colleagues.• Led a team of 5 for the Data Quality Control Project; investigated maintenance data discrepancies: interviewed department heads, VPs, resulting in improving complete accurate data entries to 97%, an increase of 32% in overall data collection and over 30K in savings due to reduction in unproductive tasks.• Fostered excellent relations with multiple departments, enabling more accurate, complete and sensitive information to be obtained. Show less

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  Fry’s Division of The Kroger Co.

  May 2013 - Oct 2013

  Management Development Program (MD1) Candidate

  Labor Management • Supervised 175+ employees in retail operations, inventory, customer service, loss prevention, and regulatory compliance accountable for 47M in annual salesCoaching and Training • Coached and trained associates on proper corporate standards and procedures daily P&L reports • Detailed analyzing of reports resulting in seven original initiatives to increase store’s individual EBITDA Inventory management • Reviewed BOH for accuracy; adjusted inventory and ordering levels to meet forecasted demandAuditing • Daily audits of departments; ensuring corporate standards and store goals were being addressedSeasonal Merchandising • Executed two season crossovers of 144 square feet of retail space; applied appropriate markdowns to expedite sales while maintaining the highest profit margin possible based on sell through dataCold Chain Management • Certified Food Safety Manager; supervised and allocated labor to guarantee proper handling of time sensitive products Vendor Relationships • Cultivated exceptional with vendors to achieve buy-in to stores unique customer base and needs, causing an increase in estimated sales and a win-win environmentNew product Launches • Facilitated the introduction of 15+ new products through inventive marketing strategies still within corporate compliance specificationsProject Management • Planned and organized the execution of four merchandising and brand displays; exceeding company goals Show less

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  Salsa Blanca Mexican Grill

  Feb 2014 - Nov 2014

  Restaurant Owner/Operator

  Business Analysis • Administered a deep examination of business financials to determine if partnership would be a win-win scenario and if business model was sustainableSupply Chain Management • Reviewed food and overhead supply needs ultimately renegotiated with vendors; resulting in a net monthly savings of 14%Corporate Social ResponsibilitySocial and Traditional Marketing • Organized and aided in multiple community based fundraising events • Implemented new standards to responding to guest comments and ensuring follow through. Used innovated marketing techniques to increase local awareness; campaign resulted in a sales increase of 11% Show less

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  Dillard's Inc.

  Dec 2014 - Oct 2015

  Area Sales Manager

  Business Forecasting• Analyzed multiple data to improve Sales goals, Gross Profit, Penetration and to allocate proper Labor Hours to achieve corporate objectives; earning co-manager of the month honors three times in two distinct departmentsCoaching and Training• Coached and trained 26 associates daily on proper corporate standards and procedures to ensure delivery of the best customer service possibleCommunity Involvement • Connected with local community to host multiple events including one partnership with dance academy to host an event in department, resulting in an increase of 85% for total daily sales and achieving a win-win for both parties Show less

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  Uber

  Sept 2016 - Jun 2018

  Operations Management • Led and managed 60 operators (two separate teams) on the daily operations and goals set forth by executive leadership team for the shiftSafety Compliance • Accountable for the safety, proper documentation of gathered data, allocation of resources and overall efficiency of the complete operations while on shiftCoaching and Training • Coached and continuously trained my teams on improved safety measures, changes in documentation of data collected and educated operators on new high-level priority assignments• Develop a training and coaching curriculum for new hires to the Phoenix metro area to be utilized during the Operators final week of trainingPerformance Management • Managed day-to-day documentation of my team’s performance, approval of time sheets/PTO, recording of any infractions; retraining when necessary, conflict resolution, hold 1:1’s and gave performance reviewsCross-functional Team Collaboration • Collaborated with multiple teams across various functions to review and establish best practices to achieve time-sensitive key objectives Show less

  • Operations Manager

    Feb 2017 - Jun 2018

  • Development Vehicle Operator

    Sept 2016 - Feb 2017
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  Uber

  Jul 2019 - Mar 2020

  Business Account Specialist

  Business Account Management • Key Accounts included MLB, NHL, PGA, San Diego Padres and Fox Networks. Anticipated potential challenges and proactively resolved new issues to deliver a continuous and streamlined experience for the organization, their employees and guests. Was responsible for 600+ organizations totaling over $26M in lifetime revenueData Analysis • Reviewed my organizations for percentage change in Month-Over-Month for previous 6 months to tailor customized introduction communications Cross-functional Team Collaboration • Partnered with multiple stakeholders to delivery “white glove service” to all my Uber for Business accounts, increase revenue and improve overall customer satisfaction Show less

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  DoorDash

  May 2021 - Jun 2022

  Supervisor-Live Market Operations

  Process Improvement - Implemented and launched a Slack workflow system to enhance leadership support for a team of 275+ agents and 1.4K yearly submissions. This initiative streamlined communication channels, facilitated information dissemination and enhanced collaboration among team members, leading to decreasing response time by 77%Collaborated with colleagues to develop and implement a comprehensive monitoring system for Amazon Connect to enhance operational efficiency and performance tracking. We designed and implemented standardized communication scripts for agent interactions, ensuring consistency, clarity, and professionalism in all engagements.Coaching and Training- Team consistently in the top 15% for all KPI’s- AHT, CPH, CSAT and QA Show less

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  °Nomad Health

  Jun 2022 - Feb 2024

  Operations Manager

  Cross-functional Team Collaboration - Partnered with the Clinician Communications and Operations team to establish the Priority Review Channel. Resulting in assisting 50+ clinicians and an estimated $600K in revenue, elevated CSAT scores, and enhanced HP experience. Developed and implemented a streamlined workflow, integrating inputs into databases for comprehensive data collection and analysis of trends and outcomesQuality Assurance - Led a team of 5 in reviewing 40,000+ clinician applications. Utilized project management software (Monday.com) and data analytics tools (Looker) to enhance quality assurance, improving accuracy from 90% to 95%. This resulted in increased clinician job offers and revenue growth.Customer Communication - Conducted a comprehensive assessment of all external customer pre-populated communications to enhance efficiency and clarity. Increased application review efficiency by 8% and improved the overall customer experience.Cross-Functional Training - Integrated schedules, links, review videos, and final assessments to revamp the XFN N&Ws training program for improved information retention. Adapted program based on daily feedback loop for a 40% reduction in training time while enhancing material retention Show less

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  EOS Fitness

  Dec 2023 - now

  Personal Trainer
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  Apple

  Oct 2024 - Jan 2025

  US-Product Specialist

  Customer Experience - Delivered exceptional customer service by understanding needs, presentingsolutions, and educating on Apple products and purchase options. Maintained expertise on Apple’s products, services, and sales processes to provide accurate guidance.Cross-functional Team Collaboration - Provided flexible support across various store functions, including customer service and troubleshooting.