Gladys Palomares-Chang
Santa Ana,California
Summary
Accomplished General Manager at Daveed's Chef Service, adept in CRM integration and optimizing sales workflows, significantly enhancing operational efficiency and client satisfaction. Spearheaded a 20% territory expansion at Aloha Continental, demonstrating exceptional leadership and customer service skills. Proven track record in team performance elevation and strategic partnership building, targeting substantial market growth.
Overview
29
29
years of professional experience
Work History
General Manager
Daveed's Chef Service
01.2020 - 01.2024
- Led comprehensive company restructuring to improve operational efficiency and service delivery
- Developed, executed, and streamlined customer service processes to enhance client communication and satisfaction
- Designed and implemented a complete sales workflow, from initial contact to service completion
- Integrated a CRM system to improve client tracking, communication, and workflow management
- Created standardized forms and templates to optimize work dynamics and operational flow
- Established codes and data systems to streamline the commission payment process
- Implemented structured processes for timely and accurate staff payments
- Oversaw the creation and management of payroll systems
- Developed efficient scheduling processes and managed service calendars
- Established a fair system for service distribution among available chefs, ensuring equal opportunities
- Rebuilt and cultivated sales relationships within the BnB, property owner, and agency markets in the Riviera Maya
- Reinforced business partnerships through updated commission structures and new contracts
- Conducted staff performance evaluations, providing recognition and implementing disciplinary actions as necessary
- Reviewed reports, invoices, logs, and expenses daily, weekly, and monthly to ensure accuracy and compliance
Account Manager
Trafalgar Tours
01.2008 - 01.2020
- Identified and implemented potential incremental business opportunities within the Latin market
- Tracked and communicated service and cost-savings results against objectives
- Reviewed customer revenue and usage to optimize recurring business
- Developed and scaled marketing programs, such as 'Maintenance Days,' with a focus on expanding opportunities with existing and potential clients
- Managed customer telephone and web inquiries, ensuring timely responses and satisfaction
- Able to answer high call volume
- Able to work proficiently in a fast-paced environment and meet deadlines
Reservation Specialist
Trafalgar Tours
01.2005 - 01.2008
- Acquired in-depth knowledge of Trafalgar's products, vacation styles, and destinations
- Delivered exceptional customer service to clients, travel agents, and direct consumers in English and Spanish
- Mentored and supported new sales representatives
- Recognized as a Top Producer in 2007 and 2008 for outstanding sales achievements
Call Center Manager
Commercial Travel
01.1999 - 01.2004
- Managed a wholesale call center for international and domestic airline tickets, overseeing 30-60 reservation agents
- In charge of hiring, scheduling, and sales goal-setting to drive team success
- Developed and implemented effective reservation systems and programs
- Consistently exceeded sales targets while maintaining superior customer service standards
Assistant Manager
Aloha Continental
01.1995 - 01.1999
- Expanded the company's territory by 20% through effective relationship-building with consumers, Spanish-speaking travel agencies, and groups
- Resolved customer service issues promptly and efficiently
- Designed and executed training programs for new reservation agents
- Recognized for leadership in sales and customer service, achieving Top Sales Agent status
Education
Hospitality And Tourism Management - Hospitality And Tourism Management
Chaparral Career College
Tucson, AZ07-1991
Skills
- Customer Relationship Management (CRM) Integration
- Sales Workflow Design and Optimization
- Team Leadership and Performance Evaluation
- Staff Training and Development Program Development
- Payroll and Commission Management
- Service Scheduling and Calendar Coordination
- Contract Negotiations and Partnership Building
- High-Volume Call Management
- Exceptional Customer Service and Client Retention
- Marketing Program Development (including Spanish Markets)
- Analytical Problem-Solving and Strategic Planning
Timeline
General Manager
Daveed's Chef Service
01.2020 - 01.2024
Account Manager
Trafalgar Tours
01.2008 - 01.2020
Reservation Specialist
Trafalgar Tours
01.2005 - 01.2008
Call Center Manager
Commercial Travel
01.1999 - 01.2004
Assistant Manager
Aloha Continental
01.1995 - 01.1999
Hospitality And Tourism Management - Hospitality And Tourism Management
Chaparral Career College
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