GUSTAVO ANTONIO URBINA FLORES
Bogalusa,la
Summary
Versatile Project Coordinator with background successfully executing diverse project tasks to meet deadlines. Highly skilled at communicating with colleagues, monitoring status and achieving key milestones. Enthusiastic problem solver and talented team player with superior planning and decision-making skills. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
16
16
years of professional experience
Work History
Project Coordinator
ADT Solar
04.2021 - 08.2023
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
Housekeeping Manager
Southern Hotel
02.2018 - 04.2021
- Managed team productivity and workflow to exceed quality standards.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Managed staff of 9 housekeepers.
- Evaluated employee performance and developed improvement plans.
- Worked with front desk to respond promptly to all guest requests.
- Coordinated household cleaning service operations and managed client relations.
Houseman
Courtyard By Marriot
03.2017 - 01.2018
- Gathered linen supplies and organized linen closets for prompt room restocking.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Refilled par stock of guest amenities and supplies in each housekeeping storage area.
- Completed laundry services with special attention to care instructions for hand-washing and dry cleaning.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
General Manager of Operations
Total Gym Nicaragua
03.2014 - 01.2016
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Developed initial sales roadmaps and market strategies to promote successful product launches.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Trained new employees on proper protocols and customer service standards.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Customer Service Representative
Convergys Nicaragua
08.2012 - 09.2013
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Processed customer service orders promptly to increase customer satisfaction.
Customer Service Representative / SITEL
NICARAGUA
09.2010 - 01.2012
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer service orders promptly to increase customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Reservations Manager
Barcelo Hotels and Resorts Nicaragua
02.2008 - 07.2010
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
Education
MBA - Hospitality Management
American College Nicaragua
12.2013
Bachelor of Science - Teaching English As A Second Language
Centro America University
12.2009
Skills
- Team Leadership
- Project Coordination
- Problem-Solving
- Relationship Building
- Detail Oriented
- Cost Management
- Attention to Detail
- Personnel Management
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Project Coordinator
ADT Solar
04.2021 - 08.2023
Housekeeping Manager
Southern Hotel
02.2018 - 04.2021
Houseman
Courtyard By Marriot
03.2017 - 01.2018
General Manager of Operations
Total Gym Nicaragua
03.2014 - 01.2016
Customer Service Representative
Convergys Nicaragua
08.2012 - 09.2013
Customer Service Representative / SITEL
NICARAGUA
09.2010 - 01.2012
Reservations Manager
Barcelo Hotels and Resorts Nicaragua
02.2008 - 07.2010
MBA - Hospitality Management
American College Nicaragua
Bachelor of Science - Teaching English As A Second Language
Centro America University
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