Edward Duran
Katy
Summary
Resourceful professional in personal service supervision, known for high productivity and efficiency in task completion. Possess strong leadership, conflict resolution, and customer service skills. Excel in staff training, scheduling, and performance management. Use effective communication and empathy to navigate challenging situations and enhance team performance. professional with many years of hands on experience managing personal service workers in industry industry. Focused on employee development through ongoing training sessions and frequent employee evaluations.
Overview
12
12
years of professional experience
Work History
Valet Parking Manager
Elegant Valet Service
Houston
03.2021 - Current
- Trained employees in proper operational procedures and shared company policies and regulations.
- Drafted reports summarizing daily activities, customer feedback, and revenue generated.
- Trained new employees on proper safety protocols, customer service practices, and parking regulations.
- Collaborated with local law enforcement agencies when necessary for security purposes.
- Maintained cleanliness of parking lot area by removing debris or snow during inclement weather conditions.
- Monitored traffic flow at entrances and exits to minimize congestion and maximize efficiency.
Account Service Manager
TIVIT
Bogota
03.2015 - 10.2020
- Responsible for direct client relations for the projects under their supervision.
- Responsible for managing the billing of the projects under their supervision.
- Ensure the profitability of assigned projects (> 30%).
- Manage the portfolio of assigned projects and clients.
- Provide advice and design on budget execution and IT implementation issues for each of the projects under their supervision.
- Lead the operation, administration, maintenance, and control of the infrastructure that supports the information systems of assigned clients.
- Oversee the execution of the work plan for the projects under their supervision in order to allocate and coordinate the necessary resources.
- Supervise and manage the provision of services to ensure compliance with established quality standards.
- Recognized security risks to properly handle situations.
- Addressed customer questions and concerns regarding products and services.
- Resolved customer complaints in a timely manner.
- Interviewed prospective employees and provided input to HR on hiring decisions.
INCIDENT, REQUIREMENTS AND PROBLEM MANAGEMENT
TIVIT
Bogota
03.2013 - 03.2015
- INCIDENT MANAGER ROLE: Ensure support staff have the necessary knowledge, execute the incident management process, and understand the business impact of escalated incidents.
- REQUIREMENTS MANAGER ROLE: Ensure that support staff has the necessary knowledge, Execute the Requirements Management process, Ensure timely attention to Service Requests, Coordinate and supervise compliance with the required service levels in the attention of requirements within their area of responsibility, Review requirements that have not been resolved through the process, Ensure communication for a planned and orderly escalation, Coordinate the creation of escalation teams, Prepare the management of reports and metrics, Provide management information on service quality and user satisfaction
- PROBLEM MANAGER ROLE: Ensure that support staff has the necessary knowledge, Execute the Problem Management process, Ensure documentation and root cause evaluation, Review problems that have not been resolved through the process, Ensure communication for a planned and orderly escalation, Coordinate the creation of escalation teams, Prepare the management of reports and metrics
Education
TECNOLOGÍA EN SISTEMAS -
Fundación Universitaria CIDCA
Bogota09.2010
TECNOLOGÍA EN TELECOMUNICACIONES -
Fundación Universitaria CIDCA
Bogota09.2010
Skills
- Employee training
- Customer service
- Traffic management
- Report writing
- Safety protocols
- Operational procedures
- Project management
- Conflict resolution
- Inventory control
- Communication skills
- Problem solving
Languages
Spanish
Native/ Bilingual
English
Limited
Timeline
Valet Parking Manager
Elegant Valet Service
03.2021 - Current
Account Service Manager
TIVIT
03.2015 - 10.2020
INCIDENT, REQUIREMENTS AND PROBLEM MANAGEMENT
TIVIT
03.2013 - 03.2015
TECNOLOGÍA EN SISTEMAS -
Fundación Universitaria CIDCA
TECNOLOGÍA EN TELECOMUNICACIONES -
Fundación Universitaria CIDCA
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