MANUELA MACHADO DE LA PAVA
Everett,WA
Summary
Customer Service Professional with a proven record of enhancing service quality and building strong relationships. Experienced in adapting to new environments and processes, leading to exceptional results. Holds a flight attendant degree and possesses cruise line experience, emphasizing passenger safety. Skilled in bartending, serving, multi-tasking, and prioritizing, with a focus on leadership in customer service, team training, and medical interpreting.
Overview
10
10
years of professional experience
Work History
Cocktail Bartender
CARNIVAL CRUISE LINE
09.2022 - 03.2025
- Crafted unique cocktail recipes using fresh ingredients and premium spirits.
- Provided exceptional customer service to enhance guest experiences onboard.
- Managed bar inventory and ensured timely restocking of supplies.
- Trained new bartenders on mixing techniques and customer engagement strategies.
- Maintained cleanliness and organization of the bar area throughout service hours.
- Engaged guests with entertaining stories about cocktails and cruise destinations.
- Prepared both alcoholic and non-alcoholic beverages for patrons.
- Restocked bar with supplies for wide range of cocktails, beers and liquor drinks.
- Checked identification of guests to verify legal drinking age.
- Created visually appealing beverage presentations for customers using garnishes and other decorations.
- Followed all safety protocols to ensure a safe environment for guests and staff members.
- Effectively multitasked within fast-paced environment.
- Cleaned up spills and broken glassware and safely disposed of sharp pieces.
- Arranged bottles and glasses behind bar to make attractive displays.
- Communicated with security staff to de-escalate customer conflicts and remove customers if necessary.
Master trainer for sales and Customer service
TELEPERFORMANCE
Pereira, Colombia
05.2020 - 04.2022
- Company Overview: Pereira, Colombia
- Developing and improving new and existing sales and customer service skills, leading all existing Colombia, Guyana and Peru trainers' teams.
- Assuring individual excellence when delivering customer service experiences and sales to our clients.
- Ensuring total understanding of product and culture knowledge, analyzing performance and implementing sales strategies, coaching, follow ups, metrics handling and people skills.
- Improving the KPI levels from the company by assuring effective sales and employee satisfaction.
- Increasing our client's revenue and customers satisfaction.
- Pereira, Colombia
Spanish Interpreter
Teleperformance
Pereira, Colombia
11.2019 - 05.2020
- Facilitated clear communication between Spanish-speaking clients and healthcare staff.
- Provided cultural context to enhance understanding during patient interactions.
- Maintained confidentiality and compliance with HIPAA regulations during all communications.
- Participated in training sessions to improve interpreting skills and techniques regularly.
- Maintained confidentiality of data during interpreting sessions due to sensitive nature of discussions.
- Provided accurate and culturally relevant interpretation between Spanish and English during medical appointments for non-English speaking patients.
- Confirmed accuracy of technical terms and terminology to ensure the accuracy of the renditions given.
Engagement officer
ACCEDO
Pereira, Colombia
09.2015 - 10.2017
- Company Overview: Pereira, Colombia
- Carrying out management of events, handling of inputs, in direct charge of a budget exceeding COP 50 million yearly.
- Handling of files and data bases, images and internal communications of the company.
- For one year developed Team Leader and trainer functions, being in charge of 15 to 25 people groups.
- Implementation of new reward and recognition Plan.
- Pereira, Colombia
Education
FLIGHT ATTENDANT -
ESCUELA DE AVIACION INEC
Pereira - Colombia01.2012
FLIGHT ATTENDANT -
INSTITUTO COMFAMILIAR
Pereira - Colombia01.2011
Skills
- Cocktail crafting
- inventory management
- Customer engagement
- product presentation
- Safety protocols
- Customer relationship management
- Employee training
- Customer service
- Conflict resolution
- Effective communication
- Time management
- Problem solving
- Multitasking ability
- Attention to detail
- Coaching skills
- Adult learning theory
- Learning analytics
- Train-the-trainer
- Cultural sensitivity
- Bilingual communication
- Consecutive interpretation
References
- Carnival Cruise line, 3655 NW 87th Avenue, Miami, FL, 1-800-CARNIVAL, 1 year
- Pilar Alvarez, Facilities and Services Manager - Accedo Colombia, 6 years, +57 (300)-609-0610
- Paola De La Pava, Bar Manager - Macciato Café Bar, 15 years, +57 (321)-632-2311
Languages
- Fluent English
- Spanish
- Romanian
Languages
Spanish
Native/ Bilingual
Romanian
Limited
References
References available upon request.
Timeline
Cocktail Bartender
CARNIVAL CRUISE LINE
09.2022 - 03.2025
Master trainer for sales and Customer service
TELEPERFORMANCE
05.2020 - 04.2022
Spanish Interpreter
Teleperformance
11.2019 - 05.2020
Engagement officer
ACCEDO
09.2015 - 10.2017
FLIGHT ATTENDANT -
ESCUELA DE AVIACION INEC
FLIGHT ATTENDANT -
INSTITUTO COMFAMILIAR
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