Carmen Flores
Orlando,USA
Summary
Content & Customer Experience Leader with 15+ years driving global service excellence across hospitality, airline, and technology. Oracle-certified consultant skilled in knowledge management, Help Center optimization, and cross-functional leadership. Proven ability to design and scale multilingual self-service resources, improve content discoverability, and deliver measurable reductions in support volume while enhancing customer satisfaction.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Hospitality Implementation Consultant & Consulting Solutions Manager
Oracle
Austin, Texas
09.2022 - Current
- Led implementation of Oracle Hospitality systems for global hotel clients, aligning solutions with customer workflows and knowledge-sharing needs.
- Designed and delivered content and training resources, enabling teams to transition smoothly to new platforms and maximize adoption.
- Collaborated with cross-functional stakeholders (engineering, operations, customer success) to ensure product usability and support content accuracy.
- Managed service requests and documentation governance within Oracle Service Cloud, streamlining customer access to self-service solutions.
Overnight Hotel Manager
Hyatt Regency Orlando
Orlando, Florida
08.2021 - 10.2023
- Developed and implemented operational playbooks and knowledge resources to ensure seamless overnight operations across multiple departments.
- Partnered with department heads to create standardized communication processes, reducing knowledge gaps and improving cross-functional efficiency.
- Directed crisis communications and real-time information updates during hurricane preparedness and guest safety operations, ensuring clarity and trust.
Assistant General Manager
Hyatt House
Davis, California
02.2021 - 08.2021
- Oversaw hotel opening process, establishing workflows, onboarding staff, and implementing operational knowledge systems to ensure consistent service delivery.
- Collaborated with revenue management to enhance reporting, analytics, and content accuracy for leadership decision-making.
- Led team development, corporate communications, and established repeatable onboarding processes for new hires.
Concierge Supervisor
Air Canada
San Francisco, California
12.2019 - 08.2021
- Built and managed a concierge knowledge framework for VIP services, ensuring staff had quick access to high-value customer protocols.
- Coordinated with reservations, customer relations, and elite service teams to close service gaps, improving consistency across communication channels.
- Maintained and enforced standards of accuracy and discretion for customer-facing support content in a multilingual, international environment.
Night Manager
Park Hyatt Chicago
Chicago, Illinois
10.2005 - 03.2016
- Directed overnight operations, creating detailed operational documentation and training resources for staff and leadership.
- Oversaw VIP and celebrity stays with discretion, building protocols and process documentation to ensure consistency and security.
- Collaborated across departments to enforce brand standards and operational excellence during non-traditional service hours.
Education
International Business
University of Louisiana
Hospitality and Tourism Management
Florida Atlantic University
Master Hotelier Management Certificate - undefined
Hotel School Lausanne
Skills
- Content Strategy & Governance
- Help Center / Knowledge Base Management
- Self-Service Optimization & Search/Navigation Improvements
- Analytics & Experimentation (Data-Driven CX)
- Cross-Functional Leadership (Product, Tech, Operations, Legal, Localization)
- Global / Multilingual Content (English, Spanish, Arabic, French)
- Stakeholder Engagement & Change Management
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Fidelio
- Opera
- Oracle Service Cloud
- Evention
- Cognos
- MICROS
- HotSOS
- Medallia
- TripAdvisor
- Demand 360
- TravelClick
- Bookingcom
- Expedia
- Infrasys
Certification
- Oracle Certified Consultant
- Accredited Train the Trainer | Hyatt Corporate
Languages
Spanish
Professional Working
Arabic
Native or Bilingual
French
Elementary
English
Native or Bilingual
Timeline
Hospitality Implementation Consultant & Consulting Solutions Manager
Oracle
09.2022 - Current
Overnight Hotel Manager
Hyatt Regency Orlando
08.2021 - 10.2023
Assistant General Manager
Hyatt House
02.2021 - 08.2021
Concierge Supervisor
Air Canada
12.2019 - 08.2021
Night Manager
Park Hyatt Chicago
10.2005 - 03.2016
Hospitality and Tourism Management
Florida Atlantic University
Master Hotelier Management Certificate - undefined
Hotel School Lausanne
International Business
University of Louisiana