Gladys Alvarado
Los Angeles,CA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
6
6
years of professional experience
Work History
Supervisor
Universal Studios Hollywood
Los Angeles
08.2023 - Current
- Analyzed Operational Data, including productivity, guest throughput, and operational excellence to identify areas for improvement, optimize performance, and ensure excellent customer service.
- Expertly handled intense guest situations, utilizing effective de-escalation techniques and providing reasonable recovery measures to ensure customer satisfaction and loyalty.
- Handle ticketing capacity for day and night operations
- Distributed lunch reservations for daily tours and provided guides with day to day information and procedures.
- Directed and supervised team of 15 employees in daily operations.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
Venue Trainer/ OPS Dep. Auditor, Attractions
Universal Studios Hollywood
Los Angeles
05.2019 - Current
- Conducting regular training sessions to help team members develop their skills and knowledge, with a focus on maintaining high standards of customer service, and ensuring brand protection
- Effectively implemented and coordinated new operational policies, procedures, and guidelines, ensuring compliance with all California state requirements.
- Collaborated with subject matter experts to ensure accuracy of content being delivered to trainees.
- Provided support for trainers in order to ensure successful delivery of courses.
Lead, Attractions
Universal Studios Hollywood
Los Angeles
06.2018 - Current
- Updating daily operations schedules, break logs, and modification modes to maintain smooth operations and optimize productivity
- Calm and effectively respond to emergency situations, such as medical incidents or equipment failures, to ensure the safety and well-being of all guests and staff
- Communicating with management to report any operational issues or concerns and taking appropriate action to address them in a timely manner.
Guest Communications Coordinator
Universal Studios Hollywood
Los Angeles, CA
06.2018 - 06.2021
- Builds relationships with guest, providing exceptional guest service when resolving guest concerns, complaints, feedback and ticketing issues.
- Document and manage guest case logs on salesforce to provide timely follow up and provide a closed-loop experience to upkeep guest satisfaction.
- Communicated with VP's, managers, supervisors, and various departments to resolve concerns via phone, e-mail, and in person.
Education
Santa Monica College
Skills
- Excel
- Outlook
- Word
- Teams
- Powerpoint
- Galaxy
- Timekeeper
- Maximo
- Guest Recovery
- Administrative Support
- Bump Scheduling
- Process Monitoring And Improvement
Languages
Spanish
Native/ Bilingual
English
Native/ Bilingual
References
References available upon request.
Timeline
Supervisor
Universal Studios Hollywood
08.2023 - Current
Venue Trainer/ OPS Dep. Auditor, Attractions
Universal Studios Hollywood
05.2019 - Current
Guest Communications Coordinator
Universal Studios Hollywood
06.2018 - 06.2021
Lead, Attractions
Universal Studios Hollywood
06.2018 - Current
Santa Monica College
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