Lorena Aguirre
Miami Gardens,FL
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
6
6
years of professional experience
Work History
Human Resources/Senior Customer Success Manager
TREM Group LLC
Miami, FL
10.2021 - Current
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Recruited and trained new employees to meet job requirements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delegated work to staff, setting priorities and goals.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Defined and implemented staff compensation and incentive programs, motivating team to achieve targets.
- Coordinated training programs, enabling staff to support company objectives.
- Met with customers to discuss best practices and drive outcomes.
- Collaborated with sales teams to develop strategies for upselling and cross-selling products or services.
- Worked closely with marketing teams to create targeted campaigns aimed at increasing customer engagement levels.
- Created personalized onboarding experiences for new customers, including assigning appropriate resources, setting up goals and objectives, and providing best practices advice.
- Conducted regular check-ins with customers to proactively address any potential issues or concerns.
Rooms Division Manager
Hyatt Place Fort Lauderdale
Fort Lauderdale, FL
10.2018 - 10.2024
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Oversaw recruiting, interviews and new employee hiring.
- Assisted guests at check-in, providing information on various services within hotel.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Responded to and resolved guest issues or complaints.
- Oversaw day-to-day operations of front desk, housekeeping and concierge services.
- Conducted regular meetings with employees in order to discuss their job performances as well as setting goals for improvement where required.
- Provided leadership, direction and guidance to all personnel in the Rooms Division department.
- Inspected guest rooms regularly to ensure they are up to standard before being occupied by guests.
- Managed day-to-day operations within the Rooms Division Department ensuring compliance with company policies and procedures.
- Prepared annual budget estimates for the Rooms Division department based on current trends and forecasted demand during peak periods.
- Planned promotional activities aimed at increasing awareness about hotel services amongst potential customers.
- Scheduled staffing levels for each shift in accordance with business demands.
- Coordinated with other departments such as housekeeping, front office, engineering regarding room allocations and special requests from guests.
Education
Bachelor of Arts - Hospitality And Management
Florida Gulf Coast University
Fort Myers, FL05-2016
Associate of Arts - Liberal Arts And General Studies
Florida SouthWestern State College
Fort Myers, FL05-2014
Skills
- Customer Satisfaction
- Customer Account Management
- Training programs
- Upselling strategies
- Client Relations
- Training and mentoring
- CRM Software
- Customer Service
Languages
English
Full Professional
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Human Resources/Senior Customer Success Manager
TREM Group LLC
10.2021 - Current
Rooms Division Manager
Hyatt Place Fort Lauderdale
10.2018 - 10.2024
Bachelor of Arts - Hospitality And Management
Florida Gulf Coast University
Associate of Arts - Liberal Arts And General Studies
Florida SouthWestern State College
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