María Margarita Amaya Pineda
Soyapango
Summary
Personable professional with extensive experience in customer service and hospitality. Expertise in managing reservations and ensuring adherence to quality standards, while effectively training and mentoring new hosts. Recognized for creating welcoming atmospheres, resolving customer issues, and enhancing overall guest satisfaction. Dynamic customer service leader skilled in optimizing front-of-house operations and training new staff to uphold service excellence. Proven track record in managing reservations and addressing customer concerns, leading to improved satisfaction levels. Committed to creating memorable experiences that encourage repeat visits.
Overview
24
24
years of professional experience
Work History
Lead Host
Sea Pines Resort
02.2023 - Current
- I'm in charge of planning combos, plotting them in Resy for lunch and dinner reservations for the whole restaurant, making sure all hostesses follow Forbes standards and procedures at the moment of seating/making reservations over the phone.
- Providing an initial and final report handed to the Mgr
- Responded appropriately to customer complaints, bringing major issues to the attention of the manager on duty.
- Make sure to take care of Bar/Servers/Kitchen, so service can be smoooth and excellent.
- And make sure that the restaurnat is clean and tide meaning
- All greenery area picking up trash/ watering plants/wiping glass doors starting shift and during all day.
- Trained and mentored new hosts on customer service best practices. also trained Servers/Bussers/Foodrunners on learning tables numbers/ seat numbers.
- I know how to work under pressure and difficult situation, manage all customer satisfaction, understanding that guest come to create valuable memories tht will make them come back and bring other 5 guests for their great experience.
Housekeeping
Moonlight
11.2023 - 04.2024
- Keep every residence in complete order and clean, and also help others from my team with their duties (Teamlead)
- Conducted thorough inspections of rooms for quality assurance.
- Collaborated with team members to develop efficient cleaning schedules.
- Reported maintenance issues promptly to ensure facility upkeep.
- Trained new staff on cleaning protocols and safety procedures.
- Interacted pleasantly with clients and guests when performing daily duties.
Application department
Logical Property Management
10.2022 - 07.2023
- Duties process, analyze, and approve the application for the prospect to get a home rental
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Coordinated property maintenance requests and scheduled vendor services.
- Managed lease documentation and ensured compliance with regulations.
- Organized property inspections and documented findings for management review.
- Maintained accurate records of tenant payments and rent collections.
- Supported marketing efforts by creating property listings and promotional materials.
- Facilitated coordination between tenants and service providers for smooth operations.
- Assisted with the preparation of rental agreements, lease renewals and other documents related to property management.
Customer service
Teleperformance
02.2005 - 10.2022
- Company Overview: TELEPERFORMANCE EL SALVADOR For FEDEX: Domestic express and Ground, LAC Latin America and Caribbean
- I also managed the position of Supervisor at Teleperformance
- I also became part of the Customer Ombudsman team, ICAT, BCAT, CAT, OCAT, in this department we handle all escalations for National, International, Bilingual, FedEx Office clients
- We also receive training for Social Network clients
- Throughout my work experience, I have stood out as a Trainer and Supervisor
- TELEPERFORMANCE EL SALVADOR For FEDEX: Domestic express and Ground, LAC Latin America and Caribbean
- Managed daily operations of customer service team.
- Developed training programs for new staff members.
- Oversaw customer complaint resolution processes.
- Implemented quality assurance measures for service interactions.
- Led performance reviews and provided constructive feedback to team members.
- Facilitated regular team meetings to discuss goals and challenges.
- Provided exceptional customer service to ensure customer satisfaction.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
Business Service Center Supervisor
Office Depot
01.2003 - 02.2005
- Trained and mentored staff to improve service quality and efficiency.
- Managed inventory levels and coordinated timely restocking of supplies.
- Developed schedules to optimize workforce coverage during peak hours.
- Conducted regular performance evaluations and provided constructive feedback.
- Supervised daily operations and ensured adherence to company policies.
Sales Executive
Curacao
03.2002 - 09.2002
Education
Bachelor of Business Administration and Management - Business Administration And Management
UES
Soyapango, San Salvador, El Salvador08-2026
Skills
- Customer service
- Conflict resolution
- Time management
- Project management
- Data analysis
- Communication skills
- Training and mentoring
- Quality assurance
- Team building
- Effective communication
- Administrative tasks
- Motivational leadership
- Report generation
- Strong problem solver
- Staff training
- Multitasking Abilities
Quote
"Be humble, be hungry, and always be the hardest worker in the room."
Timeline
Housekeeping
Moonlight
11.2023 - 04.2024
Lead Host
Sea Pines Resort
02.2023 - Current
Application department
Logical Property Management
10.2022 - 07.2023
Customer service
Teleperformance
02.2005 - 10.2022
Business Service Center Supervisor
Office Depot
01.2003 - 02.2005
Sales Executive
Curacao
03.2002 - 09.2002
Bachelor of Business Administration and Management - Business Administration And Management
UES