Luis Contreras
Bronx,NY
Summary
Results oriented Operations professional with a Bachelor’s in Organizational Communication and a background in high-volume venue management and facilities support. Experienced in coordinating facility resources and operational schedules, establishing Standard Operating Procedures (SOPs), and maintaining elite service levels (SLAs) within fast paced environments like Google and multi-level hospitality venues. Expert in relationship management, vendor coordination, and multi-site operational oversight.
Overview
1
1
year of professional experience
Work History
Facilities Operations and Workplace Experience
JLL at Google
02.2025 - Current
- SLA Management/Ticket Resolution: Managed and resolved an average of 10-20 internal facility tickets daily, consistently meeting or exceeding established SLAs for response times and issue resolution.
- Process Optimization: Created and established new Standard Operation Procedures (SOP) that streamlined internal workflows and improved the overall client experience.
- Onboarding and Leadership: Facilitated onboarding for new support staff, providing training on site protocols and Google compliant workplace standards to ensure immediate operational readiness.
- Operational Accuracy: Maintained 100% accuracy in high-stakes facility usage logs, ensuring zero discrepancies during site security audits.
Guest Experience and Floor Operations Lead
Bourbon & Branch
New York, NY
09.2024 - 02.2025
- Managed a high-volume reservation system, overseeing daily seating arrangements for 600-1200+ guests and meticulously coordinating floor operations across a multi-level venue.
- Team Leadership: Standardized floor communication protocols (SOPs) for the hosting team, reducing seating conflicts and improving guest turnover efficiency.
- Conflict Resolution: Effectively de-escalated and resolved high-priority guest concerns, maintaining top service in a high-pressure, high-volume environment.
Education
Bachelor of Arts - Organizational Communication
State University of New York at New Paltz
New Paltz, NY05-2023
Skills
- Operations & Coordination: Workplace and facilities support, inventory/resource management
- Customer Relationship Management: Issue Resolution, high-volume service environments
- Computer & Software: Proficient in Microsoft Office Suite (Excel, Word, PowerPoint), R-Studio, Adobe Lightroom, and Final Cut Pro
- Problem-solving
Languages
Fluent in both English and Spanish
Timeline
Facilities Operations and Workplace Experience
JLL at Google
02.2025 - Current
Guest Experience and Floor Operations Lead
Bourbon & Branch
09.2024 - 02.2025
Bachelor of Arts - Organizational Communication
State University of New York at New Paltz