Erick Canepa
Cocoa,USA
Summary
Dynamic Client Experience Specialist with a proven track record at Hyatt Place, excelling in customer service and client retention strategies. Adept at utilizing CRM software to enhance guest satisfaction and resolve inquiries swiftly. Recognized for exceptional communication and leadership skills, driving operational excellence and fostering strong client relationships.
Overview
18
18
years of professional experience
Work History
Client Experience Specialist
Hyatt Place
Cape Canaveral, Florida
01.2026 - Current
- Delivered exceptional client service to enhance guest satisfaction and loyalty.
- Managed reservations and coordinated room assignments to ensure seamless check-in experiences.
- Facilitated communication between departments to resolve guest inquiries and concerns promptly.
- Organized special requests and accommodations, enhancing guest experiences through personalized service.
- Trained new staff on customer service protocols and Hyatt Place brand standards.
- Developed feedback mechanisms to gather guest insights, informing service improvement initiatives.
- Assisted in implementing operational policies that enhance client experience consistency across locations.
- Collaborated with other departments to ensure customer satisfaction goals were met.
- Educated clients on best practices for product usage to enhance their experience.
- Created detailed reports on customer service performance metrics, facilitating data-driven decisions.
- Utilized various software programs such as CRM systems, databases, and spreadsheets to track customer interactions and store relevant data.
Owner and Operator
Addi's Clean Team
Cocoa, USA
11.2023 - Current
- Coordinated daily cleaning operations for residential and commercial clients, ensuring timely service delivery and client satisfaction.
- Trained and supervised cleaning staff to ensure quality service delivery.
- Developed efficient scheduling systems to optimize team workflow.
- Conducted quality inspections to maintain high service standards.
- Implemented safety protocols to protect staff and clients during services.
- Maintained inventory of cleaning supplies and equipment for operations.
- Communicated with clients to resolve concerns and gather feedback, enhancing service quality and client relationships.
- Established strong relationships with local vendors for supply procurement.
- Analyzed net income and modified strategies to optimize revenue and improve profitability.
- Set pricing structures according to market analytics and emerging trends.
- Delivered exceptional auto detailing and home cleaning services to ensure client satisfaction.
Owner and Operator
Zaperzon Photography
Honolulu, Florida
01.2020 - Current
- Documented aquatic environments through photography and videography techniques.
- Focused on photographing marine settings and wildlife.
- Maintained inventory of cleaning supplies and equipment for operations.
- Engaged with clients to address concerns and gather feedback, enhancing service quality.
- Cultivated long-term customer relationships through exceptional service and prompt issue resolution.
- Developed pricing structures based on market analytics and emerging trends to optimize profitability.
Car Dealership Manager/Auction Buyer
Canepa Cars
Dallas, USA
01.2017 - 01.2020
- Led dealership management efforts
- Oversaw marketing initiatives to boost brand awareness and drive sales growth.
- Managed daily operations for luxury car restoration projects, ensuring timely delivery and quality standards.
- Coordinated customer service efforts, enhancing client satisfaction and retention.
- Maintained inventory levels for parts and materials used in restorations.
- Collaborated with suppliers to source premium automotive components efficiently.
- Planned and scheduled project timelines to meet customer delivery expectations.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Monitored staff performance and addressed issues.
- Oversaw staff training and development for automotive technicians.
- Coached and mentored team members to enhance skills and job performance.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Recruited and hired qualified candidates to fill open positions.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Negotiated contracts and agreements with vendors and suppliers to reduce costs.
- Negotiated contracts and agreements with vendors and suppliers to reduce costs.
Sales Manager
Uno Sales
Dallas, USA
01.2015 - 01.2017
- Field Sales Manager
- Led sales team in developing strategies that increased market penetration and expanded customer base.
- Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
- Trained and mentored staff on product knowledge and sales techniques.
- Trained, coached, and mentored junior sales personnel to ensure success in their roles.
- Collaborated with marketing to create promotional materials and campaigns.
- Analyzed sales data to identify trends and adjust strategies accordingly.
- Implemented training programs to improve staff skills and engagement.
- Conducted regular performance reviews to enhance team productivity.
- Fostered relationships with key clients to ensure customer satisfaction.
- Established and maintained relationships with key clients to enhance customer loyalty and retention.
- Established new accounts and serviced existing accounts maintaining professional relationships.
- Provided technical support for customers, answering questions about product features and capabilities.
- Maintained accurate records of all transactions between customers and company representatives.
- Conducted regular meetings with staff to align on quarterly and annual goals, ensuring team focus and accountability.
- Resolved customer complaints regarding sales and service.
Sales Director
CANEPA SOSA Leather Industries
Arequipa, Peru
01.2011 - 01.2014
- Developed sales strategies to enhance market presence in leather industry.
- Led regional sales initiatives to enhance company visibility and brand recognition.
- Managed and trained sales teams to improve product knowledge and performance.
- Built and nurtured relationships with key clients, resulting in increased sales growth and customer loyalty.
- Analyzed market trends to identify new business opportunities in leather products.
- Collaborated with marketing teams to create promotional campaigns for product launches.
- Oversaw budget planning and resource allocation for sales initiatives effectively.
- Coordinated with production teams to ensure timely delivery of leather goods.
- Presented sales forecasts and reports to executive leadership for strategic planning.
- Built relationships with customers and industry professionals to establish long-term business growth.
- Negotiated contracts with vendors, suppliers, distributors and other businesses.
- Attended trade shows, conferences and industry events to promote the company's brand image.
- Analyzed customer feedback to identify areas for improvement in products and services.
- Resolved customer complaints quickly by providing satisfactory solutions or refunds.
- Assisted in developing long-term strategic objectives for the organization's overall success.
- Qualified clients, crafted tailored proposals, and finalized contracts to secure sales deals.
Marketing Director
Caratulas S.A.C
Lima, Peru
01.2008 - 01.2011
- Marketing Manager
- Developed comprehensive marketing strategies that increased brand visibility and engagement.
- Managed cross-functional teams to execute integrated marketing campaigns effectively.
- Oversaw digital marketing efforts including social media, email, and content creation strategies.
- Collaborated with sales and product teams to align marketing initiatives with business goals.
- Conducted market research to identify trends and consumer preferences for product positioning.
- Established partnerships with external agencies to expand campaign reach and enhance effectiveness.
- Monitored industry developments to inform strategic decisions and maintain competitive advantage.
- Trained and mentored junior staff on best practices in marketing execution and analysis.
- Organized promotional campaigns that integrated social media, print materials, press releases, and website content.
Education
Bachelor's degree - International Business
La Salle University
Arequipa, Peru02-2015
Associate's degree - Photography
Thomas Jefferson Institute of Arts
Arequipa, Arequipa12-2009
Skills
- Filming
- Guest relations
- Photography
- Marketing management
- Communication skills
- Microsoft word
- Leadership
- Microsoft excel
- Sales management
- Restaurant experience
- Sales
- Videography
- Customer service
- Time management
- Client engagement
- Computer literacy
- Marketing
- Client relations
- Service training
- Reservation management
- Team leadership
- Quality assurance
- Conflict resolution
- Data analysis
- Market research
- Effective speaking
- Problem solving
- Performance oversight
- Cross-functional teamwork
- Performance tracking
- Fluency in multiple languages
- Retention strategies
- CRM proficiency
- Patience and composure
- Exceptional communication
- Sales support
- Strong empathy
- Industry awareness
- Sales closing
- Retail marketing
- Customer retention strategies
- Sales strategies
- Work prioritization
- Money handling
- Active listening
- Multi-line phone talent
- Satisfaction surveys
- Team collaboration
- Analytical thinking
- Microsoft exchange
- Reliability
- Software navigation
- Computer skills
- Account management
- Persuasion skills
- Key holder experience
- Verbal communication
- Investigate claims
- Call records
- Team collaboration
- Sales quota achievement
- Global sales support
- Phone etiquette
- Decision-making
- Negotiation tactics
- Complaint resolution
- Multitasking skills
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Affiliations
- Surfrider Association volunteer Photographer
- Volunteer
Timeline
Client Experience Specialist
Hyatt Place
01.2026 - Current
Owner and Operator
Addi's Clean Team
11.2023 - Current
Owner and Operator
Zaperzon Photography
01.2020 - Current
Car Dealership Manager/Auction Buyer
Canepa Cars
01.2017 - 01.2020
Sales Manager
Uno Sales
01.2015 - 01.2017
Sales Director
CANEPA SOSA Leather Industries
01.2011 - 01.2014
Marketing Director
Caratulas S.A.C
01.2008 - 01.2011
Bachelor's degree - International Business
La Salle University
Associate's degree - Photography
Thomas Jefferson Institute of Arts