Jorge Nicolas Perez
McKinney,TX
Summary
Dynamic leader with expertise in strategic foresight and value creation for organizations. Proven ability to develop high-performing teams and effective strategies. Committed to enhancing user experience and fostering environments that promote organizational and individual success.
Overview
12
12
years of professional experience
Work History
Director of Guest Services | Leadership Instructor
One Community Church
Dallas, TX
08.2021 - Current
- Provided strategic direction for the Guest Services department in order to meet organizational goals.
- Monitored the performance of staff members, providing guidance and coaching where necessary.
- Developed and implemented guest service standards to ensure high levels of customer satisfaction.
- Reviewed operational processes on a regular basis in order to identify potential improvements or efficiencies.
- Developed training materials and conducted training sessions for staff members on newly implemented processes.
- Evaluated client processes, employee performance, and training progress to determine additional training needs.
- Created a positive learning environment that was conducive to student success.
- Utilized technology and multimedia presentations in classes.
- Monitored student engagement levels during class sessions.
- Drafted tests, quizzes, and other assessments for evaluating student progress.
- Provided individualized instruction to students based on their needs.
- Organized group activities to promote collaboration among students.
- Assessed student progress and provided feedback to parents and administrators.
Customer Service Coordinator
American Airlines
DFW, Texas
11.2016 - 08.2021
- Assisted in the development of quality assurance standards for customer service operations.
- Communicated effectively with other departments to ensure the best customer experience possible.
- Coordinated with ground crew personnel on arrival and departure procedures for each flight.
- Verified passenger documentation ensuring compliance with applicable laws and regulations.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Answered inquiries regarding airline services including rates, routes, schedules, travel regulations.
- Organized training sessions for new employees on safety protocols and operational procedures.
- Resolved customer complaints in a professional manner, escalating as necessary when needed.
- Managed staffing levels according to flight schedules and passenger numbers.
- Ensured the smooth operation of daily airport activities.
Human Resources & Logistics
Target
Boston, MA
03.2013 - 11.2016
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Assisted with customer requests and answered questions to improve satisfaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked with cross-functional teams to achieve goals.
- Updated and maintained databases with current information.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked effectively in team environments to make the workplace more productive.
Education
Master of Arts - Organizational Leadership
Nelson University
Dallas, TX08-2021
Skills
- Employee training and development
- Process improvement
- Problem solving
- Performance evaluation
- Strategic planning
- Communication skills
- Conflict resolution
- Organizational development
- Leadership
- Adaptability
- Leadership development
- Customer service
- Relationship building
- Operations management
Languages
Spanish
Native/ Bilingual
Timeline
Director of Guest Services | Leadership Instructor
One Community Church
08.2021 - Current
Customer Service Coordinator
American Airlines
11.2016 - 08.2021
Human Resources & Logistics
Target
03.2013 - 11.2016
Master of Arts - Organizational Leadership
Nelson University
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