Paula Diaz Cervantes
San Antonio,TX
Summary
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Strong work ethic, dedicated and adaptable with a proactive attitude and the ability to learn quickly.
Overview
12
12
years of professional experience
Work History
Supervisor
KBS Cleaning Services
San Antonio, TX
09.2024 - Current
- Supervised daily cleaning operations and ensured adherence to quality standards.
- Managed staff schedules and coordinated team assignments for efficiency.
- Trained new employees on cleaning procedures and safety protocols.
- Monitored inventory levels and reordered supplies as needed for operations.
- Conducted inspections to verify cleanliness and compliance with client expectations.
- Resolved customer inquiries and addressed service concerns promptly.
- Implemented cleaning techniques to improve team performance and effectiveness.
- Collaborated with management to develop training materials for staff development.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Directed and supervised team of 13 employees in daily operations.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Monitored employee productivity to provide constructive feedback and coaching.
- Complied with company policies, objectives and communication goals.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Performed monthly inventory checks to ensure sufficient stock levels for all products.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Trained new employees on company policies and procedures.
- Implemented new operational procedures, increasing efficiency.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
- Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
- Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Reviewed completed work to verify consistency, quality, and conformance.
- Assigned work and monitored performance of project personnel.
- Proposed or approved modifications to project plans.
Janitorial Lead
HSS Hospitality Solutions
San Antonio, TX
03.2019 - 08.2024
- Inspected facilities for cleanliness and addressed any issues promptly.
- Managed inventory of cleaning supplies and reordered as necessary.
- Trained new staff on proper cleaning techniques and equipment usage.
- Fostered a positive work environment through effective communication and teamwork.
- Ordered supplies as needed, including cleaning chemicals, paper products, mops, brooms.
- Responded promptly to customer complaints regarding cleanliness of facilities or services provided by janitorial staff members.
- Maintained records of inventory levels and placed orders when necessary.
- Provided guidance to janitorial staff on how to use specialized equipment such as floor scrubbers or carpet shampooers.
General Manager
Marquis Leo Gallery
Puerto Vallarta, Jalisco, Mexico
06.2017 - 05.2018
- Managed daily gallery operations and staff schedules effectively.
- Oversaw client relationships and ensured exceptional customer service experiences.
- Implemented inventory management systems to track artwork efficiently.
- Cultivated partnerships with artists, collectors, and local organizations actively.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Created schedules and monitored payroll to remain within budget.
- Tracked monthly sales to generate reports for business development planning.
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Developed service and sales strategies to improve retention and revenue.
- Prepared detailed reports for senior leadership outlining key performance metrics related to operational success.
Customer Service Representative
Grupo Posadas Call Center
Morelia, Michoacan Mexico
02.2016 - 04.2017
- Assisted customers with inquiries via phone and email communication.
- Resolved customer complaints effectively, ensuring satisfaction and retention.
- Processed reservations and cancellations using the company's booking system.
- Provided product information and recommendations to enhance customer experiences.
- Maintained accurate records of customer interactions in the database system.
- Followed up with customers to ensure resolution of issues and gather feedback.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Developed positive relationships with customers through friendly interactions.
- Provided exceptional customer service to ensure customer satisfaction.
- Identified opportunities for upselling additional products or services based on customer needs.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Collected deposits or payments and arranged for billing.
- Updated databases with new and modified customer data.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Promoted available products and services to customers during service, account management and order calls.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Management Assistant
El Cid Vacation Club
Cancun, Quintana Roo, Mexico
07.2014 - 01.2016
- Coordinated schedules for management and staff meetings to ensure efficiency.
- Assisted in the preparation of reports and presentations for executive leadership.
- Managed office communications, including emails and phone calls, to streamline operations.
- Organized travel arrangements and itineraries for executives attending conferences.
- Maintained filing systems and databases for easy access to information and documents.
- Facilitated onboarding processes for new hires by preparing materials and orientations.
- Collaborated with various departments to enhance workflow and improve communication channels.
- Managed new hire trainings and onboarding to educated employees on company policies and procedures.
- Performed data entry into various databases used by the organization's management team.
- Coordinated and facilitated calendars to arrange appointments, meetings and conferences.
- Coordinated office activities such as ordering supplies, managing mail distribution, scheduling repairs.
- Answered phone calls from vendors regarding orders or other inquiries.
- Prepared documents for external auditing processes as needed.
- Liaised between management and subordinates to exchange information, transmit directives or follow up on assignments.
- Received and screened incoming calls and visitors, alerting management to priority matters.
- Created agendas for weekly team meetings and took minutes during the meeting sessions.
- Reviewed, proofread and edited documents to prepare for management signature.
- Coordinated with IT department to resolve technical issues and maintain office equipment.
- Assisted in organizing corporate events, including logistics, guest lists, and venue selection.
- Facilitated communications by forwarding emails, transferring calls and filing documents.
- Filtered important calls and spam calls to help executives prioritize specific clients and expedite daily operations.
- Wrote and distributed executive meeting agendas and minutes to department heads and executive team members.
- Ordered catering or restaurant delivery to offer food and beverages to meeting and conference attendees.
Education
GED -
Big Pine High School
Big Pine, CASkills
- Operational efficiency
- Quality assurance
- Customer relationship management
- Problem solving
- Time management
- Attention to detail
- Multitasking Abilities
- Time management abilities
- Goal oriented
Languages
Spanish
Native/ Bilingual
Timeline
Supervisor
KBS Cleaning Services
09.2024 - Current
Janitorial Lead
HSS Hospitality Solutions
03.2019 - 08.2024
General Manager
Marquis Leo Gallery
06.2017 - 05.2018
Customer Service Representative
Grupo Posadas Call Center
02.2016 - 04.2017
Management Assistant
El Cid Vacation Club
07.2014 - 01.2016
GED -
Big Pine High School