Matilda Avila
San Antonio,TX
Summary
Energetic and adaptable with strong ability to manage operations and streamline processes. Skilled in workflow optimization and familiar with key principles of supply chain management and logistics. Committed to driving operational efficiency and fostering collaborative team environment.
Offering strategic mindset and ability to quickly learn and adapt to new operational environments. Brings strong understanding of organizational processes and keen eye for detail. Ready to use and develop problem-solving and analytical skills in Management role.
Overview
4
4
years of professional experience
Work History
Operations Manager
7 Star Hospitality
Dripping Springs, TX
04.2023 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Facilitated smooth collaboration between departments through clear communication channels.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
Agency Manger
Pronto Insurance (Gallagher)
San Antonio, TX
09.2023 - 04.2024
- Managed day-to-day operations including staffing schedules, claims handling procedures, compliance audits, office maintenance, and inventory management.
- Recruited and mentored top-performing insurance agents, fostering a supportive and results-driven work environment.
- Increased agency revenue by implementing effective sales strategies and training programs for staff.
- Maximized agency profitability with diligent expense tracking, budget monitoring, and cost-saving measures.
- Developed strong relationships with underwriters and carriers to negotiate better coverage options for clients.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Maintained high standards of customer service by building relationships with clients.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Cross-sold insurance products to existing clients to reach sales targets.
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
- Negotiated with insurance underwriters to obtain better coverage and improved rates for clients.
- Identified potential risks in client businesses and recommended appropriate insurance coverage.
- Established team priorities, maintained schedules and monitored performance.
Front Office Manager
Holiday Inn
San Antonio, TX
01.2022 - 11.2023
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Coached employees through day-to-day work and complex problems.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Enhanced guest satisfaction by implementing streamlined check-in process that reduced waiting times.
- Managed room inventory to optimize occupancy rates, adjusting pricing strategies according to market trends.
- Enhanced onboarding process for new front office staff, reducing time to full productivity.
- Led front office team during major hotel renovation, maintaining high service standards amidst changes.
- Coordinated with housekeeping and maintenance departments to ensure guest rooms met highest standards of cleanliness and repair.
Education
Associate of Science - Criminal Justice
San Antonio College
San Antonio, TX05-2022
Skills
- Effective problem resolution
- Effective team leadership
- Operational efficiency management
- Service excellence
- Process oversight
- Analytical decision-making
- Employee relations management
- Execution of plans
- Employee training
- Employee supervision
- Inventory control
- Team management
- Project management
- Operational management
- Customer service optimization
- Effective schedule coordination
- Employee onboarding
- Business management
- FLUENT IN Spanish and English
Timeline
Agency Manger
Pronto Insurance (Gallagher)
09.2023 - 04.2024
Operations Manager
7 Star Hospitality
04.2023 - Current
Front Office Manager
Holiday Inn
01.2022 - 11.2023
Associate of Science - Criminal Justice
San Antonio College