Josue Leon
Miami,FL
Summary
Adept at multitasking and problem-solving, I significantly enhanced guest loyalty and operational efficiency at Foundever/Expedia. My expertise in auditing techniques and guest services, combined with a proven track record in staff training and end-of-day processes, positions me as a valuable asset to any team seeking to improve quality and performance metrics.
Overview
7
7
years of professional experience
Work History
Night Auditor
The Elser Hotel
09.2024 - 02.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Quality Analyst
Concentrix
06.2022 - 01.2024
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Night Auditor
Courtyard & Fairfield by Marriott
01.2022 - 06.2022
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
Quality Analyst
Foundever/Expedia
07.2019 - 07.2021
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Customer Service Representative
Foundever/Expedia
06.2018 - 07.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Skills
- Multitasking and organization
- Problem-solving
- End-of-day processes
- Balancing transactions
- Guest services
- Office supervision
- Staff training
- Auditing techniques
- Reservation processing
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Italian
Limited Working
Timeline
Night Auditor
The Elser Hotel
09.2024 - 02.2025
Quality Analyst
Concentrix
06.2022 - 01.2024
Night Auditor
Courtyard & Fairfield by Marriott
01.2022 - 06.2022
Quality Analyst
Foundever/Expedia
07.2019 - 07.2021
Customer Service Representative
Foundever/Expedia
06.2018 - 07.2019
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