FERNANDO COLLAZO DAZA
Plantation,FL
Summary
Dynamic and results-driven professional committed to embracing new challenges and contributing to team success. Proven expertise in customer service, multitasking, and time management ensures every interaction leaves a positive and lasting impression. Focused on enhancing operational efficiency while maintaining a highly organized and proactive approach, fostering an environment of continuous improvement. A dedicated team player who values punctuality and collaboration, consistently striving to achieve shared goals and drive collective success.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Outreach Specialist
MASTEC
South Florida
07.2023 - Current
- - Engage customers directly, addressing inquiries and concerns to ensure satisfaction.
- - Build trust and rapport before closing deals, maintaining high conversion rates.
- - Achieve and exceed daily performance metrics consistently.
- - Deliver information clearly and effectively in both English and Spanish.
Loss Prevention Officer
Intercontinental Hotel
Miami, FL
11.2021 - 07.2023
- Responded to emergencies to mitigate safety hazards, fires and threats to life or property.
- Completed security forms to document losses of property or personal injury.
- Completed incident reports and activity logs for accurate, current records.
- Patrolled store premises to detect and prevent shoplifting and security breaches.
- Patrolled perimeter of property to observe and identify potential security risks and undesirable conditions
- Investigated complaints and concerns to remedy unsafe situations. Escorted undesirable persons off property to minimize security violations. Monitored employees entering and leaving property, inspecting parcels or packages.
- Circulated among visitors, patrons and employees to preserve order and protect property.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Reviewed production costs and product quality and modified inventory control programs to maintain and enhance annual business plan. Engaged with existing and potential clients to gain insight into needs. Manage scheduling, training and inventory control.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Answered questions from customers by phone and email, offering company details and policy information as requested.
Manager of Operations
PIZZA STATION Pizza & Pastas
Valledupar, Colombia
02.2013 - 05.2021
- Customer Service Executive
- Customer Service Management
- Employee Motivation
- Monitored and supervised customer's activities in store to detect signs of attempted theft.
- Used computers and software to generate concise reporting.
TAYPA RESTAURANT
VALLEDUPAR, Colombia
11.2010 - 01.2013
- Explained benefits and advantages of different product and service offerings to customers.
- Evaluated trends in customer service issues to analyze complaints and identify opportunities for improvement.
- Trained and motivated team members to strengthen customer service strategies and boost satisfaction levels. for instance an employee reward plan based on productivity and customer's feedback.
- Applied product, industry and market knowledge to develop customized recommendations for individual customer needs.
- Contacted supervisor immediately when issues required escalation to avoid lost revenue.
Education
Bachelor of Administrative Studies - Business Administration
UNIVERSIDAD DEL NORTE
06.2008
High School - undefined
ACADEMIC SANTA FE SCHOOL
01.1999
Skills
- Customer Relationship Management
- Bilingual proficiency in English and Spanish
- Achievement-driven sales approach
- Conflict resolution skills
- Rapid learning and application
- Consistent field readiness
- Collaborative decision making
- Stock management
- Effective process execution
- Operational enhancements
- Effective goal development
- Effective team leadership
Certification
- VICTORIA ENGLISH COLLEGE | LONDON BUSINESS ENGLISH CERTIFICATE 05/2010
- EMBASSY CES | Oxford, ENG GENERAL ENGLISH CERTIFICATE 01/2009
Timeline
Customer Outreach Specialist
MASTEC
07.2023 - Current
Loss Prevention Officer
Intercontinental Hotel
11.2021 - 07.2023
Manager of Operations
PIZZA STATION Pizza & Pastas
02.2013 - 05.2021
TAYPA RESTAURANT
11.2010 - 01.2013
High School - undefined
ACADEMIC SANTA FE SCHOOL
Bachelor of Administrative Studies - Business Administration
UNIVERSIDAD DEL NORTE
Experience
- UNIVERSIDAD DEL NORTE | BARRANQUILLA, Colombia Assistant Special Events Coordinator 07/2007 - 08/2008 Education and Training
- Organized event facility, food and beverage selections and audio-visual arrangements.
- Hired, trained and supervised volunteers and support staff required for events.
- Negotiated with vendors to achieve most favorable terms.
- Attended and participated in industry events.
- Worked with professional and trade associations to create memorable and successful events.
- Tracked payments, balances and registrations for various events.