Laura Bruzual
Orlando,FL
Summary
Collaborative Multi-Language QA Associate with excellent troubleshooting skills. Highly effective in working with Guest and peers with over 15 years of Guest service experience. Highly-motivated with the desire to take on new challenges.
Overview
20
20
years of professional experience
Work History
Multi Language QA Associate
Walt Disney World Travel Company
Orlando, FL
09.2019 - Current
- Evaluated overall quality assurance results against applicable standards and specifications.
- Ensured compliance with established quality assurance procedures in accordance with company policies.
- Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
- Collaborated with management to discuss effective plans for resolving major quality problems.
- Consulted with management and personnel to educate on QA standards.
- Contributed to business growth by confirming customer satisfaction with service and quality.
- Coordinated and supported on-suite audits conducted by external providers.
- Reorganized and revised standard operating procedures to streamline processes and improve communication and collaboration.
- Partnered with training and operational leaders to develop strategies to enhance customer experience.
- Fostered culture of analytical thinking and precision to diagnose quality issues.
Assistant Store Manager
7-eleven Convenience Store
Orlando, FL
05.2018 - 12.2019
- Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
- Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
- Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
- Resolved customer complaints in a timely manner and addressed any issues that may arise during store hours.
- Conducted regular performance reviews with staff members to assess individual progress and set goals for future development.
- Identified areas of operational inefficiency and implemented solutions to streamline processes.
- Provided leadership support during peak business hours by motivating staff members to meet targets.
- Organized weekly meetings with department heads to review progress on key objectives.
- Assisted in recruiting efforts by interviewing candidates for open positions in the store.
- Handled complaints from customers by empathetically listening, recording details and offering solutions.
- Delegated assignments based on team strengths to optimize floor coverage and service levels.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Company Owner
Fava Export Corporation
Orlando, FL
05.2004 - 05.2017
- Developed and implemented business plan to grow company revenue.
- Identified and recruited new staff members to support company operations.
- Established relationships with vendors and suppliers to secure materials at competitive prices.
- Negotiated contracts with clients for services rendered.
- Kept records for production, inventory, income and expenses.
- Established strong relationships with suppliers and vendors to secure best prices on resources needed for business operations.
- Participated in conferences and trade shows to introduce company products and services.
Education
Some College (No Degree) - General Studies
Universidad De Puerto Rico
Rio Piedras, Puerto RicoSkills
- Documentation and Reporting
- Issue Resolution
- Team Collaboration
- Detail Oriented
- Performance Monitoring
- Sound Decision-Making Abilities
- Project Management
- Customer Service
- Quality Assurance
- Problem-Solving Skills
- Relationship Building
- Team Leadership
- Analytical Thinking
- Internal Audits
- Spanish Fluency
- Collaboration Skills
- Personnel Management
Accomplishments
- Assisted trainer as a SNEE for the IHD cultural training and SnApp training.
- Multiple StarGala award recipient including two time platinum award.
- Performance recognitions by Leaders and fellow Cast Member.
Languages
Spanish
Native/ Bilingual
Timeline
Multi Language QA Associate
Walt Disney World Travel Company
09.2019 - Current
Assistant Store Manager
7-eleven Convenience Store
05.2018 - 12.2019
Company Owner
Fava Export Corporation
05.2004 - 05.2017
Some College (No Degree) - General Studies
Universidad De Puerto Rico
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