Ericka Patricio
Queens
Summary
Results-oriented Operations Leader with 8 years of experience enhancing multi-location business operations through employee support, recruitment coordination, and training. Expert in collaborating with managers to streamline hiring and improve processes across 41 retail locations. Transitioning to Human Resources to leverage operational expertise and foster a collaborative workplace.
Overview
9
9
years of professional experience
2
2
Languages
Work History
General Manager
QQ Nails & Spa
New York
09.2021 - Current
- Support daily operations across 41 retail locations, partnering closely with store managers to ensure consistent execution of company policies, operational standards, and employee support.
- Partner with managers to address employee concerns, scheduling questions, workplace issues, internal transfers, and policy interpretation while promoting a positive work environment.
- Support recruitment efforts by conducting initial candidate screenings, coordinating interviews, and referring qualified applicants to hiring managers.
- Coordinate onboarding and training for newly hired managers by providing instruction on company systems, operational procedures, compliance standards, and organizational policies.
- Build strong working relationships with managers across multiple locations by providing operational guidance, coaching, and ongoing support.
- Investigate employee and customer concerns by gathering information, partnering with store leadership, and assisting in timely and fair resolutions.
- Collaborate with Human Resources, Marketing, Insurance, IT, and Operations teams to support company initiatives and improve organizational processes.
- Organize company-wide training initiatives by scheduling instructors, coordinating employee attendance, communicating training details, and monitoring completion.
- Maintain confidential employee documentation while ensuring compliance with company policies and procedures.
- Assist employees with employment verification letters, immigration-related documentation, and other confidential personnel requests while maintaining professionalism and discretion.
Insurance Coordinator
The Alliance for Positive Change
New York
10.2021 - 09.2022
- Educated individuals on New York State of Health insurance programs and available healthcare plans, enhancing their understanding of healthcare options.
- Assisted clients in completing health insurance applications, ensuring confidentiality and accuracy to support successful enrollment.
- Responded to client inquiries with compassionate support and clear communication, guiding them through the enrollment process.
- Built relationships with community organizations and healthcare providers to facilitate referrals and improve client services.
Front Office Supervisor
Holiday Inn Times Square
New York
05.2020 - 10.2021
- Supervised daily front office operations, leading a team of 12 employees to ensure seamless service delivery.
- Coordinated employee scheduling, payroll preparation, and coaching, enhancing team performance and operational support.
- Collaborated with department leaders to improve service quality and operational efficiency.
- Collaborated with department leaders to enhance service quality and streamline operational processes.
Guest Service Agent
Holiday Inn Times Square
New York
09.2017 - 05.2020
- Provided exceptional guest service while managing reservations and front desk operations to enhance guest satisfaction.
- Coordinated with multiple departments to create seamless guest experiences, ensuring timely assistance and support.
- Handled confidential guest information with professionalism and accuracy, safeguarding privacy and trust.
Education
Bachelor of Technology - Hospitality Management
New York City College of Technology (CUNY)
Brooklyn, NYSkills
- Retail Management
- Operational management
- Hospitality Management
- Employee Engagement
- Insurance Compliance
- Customer Relationship
- Microsoft Office Suite
- Google Workspace
LANGUAGES
English — Fluent
Spanish — Fluent
AREAS OF EXPERTISE
- Recruitment Coordination
- Candidate Screening
- Employee Onboarding
- Training & Development
- Employee Relations Support
- HR Documentation
- Employment Verification
- Policy Communication
- Cross-Functional Collaboration
- Process Improvement
- Multi-Location Operations
- Organizational & Administrative Support
Timeline
Insurance Coordinator
The Alliance for Positive Change
10.2021 - 09.2022
General Manager
QQ Nails & Spa
09.2021 - Current
Front Office Supervisor
Holiday Inn Times Square
05.2020 - 10.2021
Guest Service Agent
Holiday Inn Times Square
09.2017 - 05.2020
Bachelor of Technology - Hospitality Management
New York City College of Technology (CUNY)