Viviana Loor
Miramar
Summary
Quality Assurance & Audit Specialist with over 4 years of experience in enhancing service consistency and client satisfaction at a leading hospitality organization. Demonstrates exceptional skills in project management, critical thinking, and data analysis, having successfully developed and implemented innovative tracking systems for quality assurance. Committed to driving measurable improvements and fostering collaborative environments to achieve excellence in customer service.
Overview
5
5
years of professional experience
Work History
Quality Assurance & Audit Specialist
Marriott International
01.2022 - Current
- Conducted detailed compliance reviews to ensure all communications adhered to company policies, accuracy standards, and regulatory expectations.
- Developed a Quality Assurance system, optimizing social media performance evaluations.
- Collaborate with supervisors to deliver actionable feedback, ensuring team-wide service excellence.
- Reviewed high-volume data across multiple systems to verify accuracy, flag inconsistencies, and ensure alignment with internal guidelines.
- Implemented a new Quality Assurance tracking system, enhancing social media performance evaluation and driving measurable improvements in client satisfaction.
- Identified risks, trends, and compliance issues and collaborated with supervisors to ensure proper follow-up and documentation
Call Specialist – Sales & Reservations Department
Marriott International
01.2021 - 01.2022
- Handled high-volume inbound calls assisting guests with reservations, loyalty inquiries, and service requests in English and Spanish.
- Operated multiple communication systems, processed bookings, and ensured message accuracy and confidentiality.
- Assisted Marriott associates by troubleshooting system issues (e.g., Empower, reservation tools) and clarifying company policies and procedures.
- Resolved guest and employee concerns promptly, ensuring satisfaction and compliance with company standards.
- Maintained professionalism, accuracy, and strong communication while meeting quality assurance expectations.
- Consistently provided exceptional customer service, fostering guest loyalty and satisfaction through attentive communication and problem resolution.
- Streamlined booking processes by implementing updated reservation tools, leading to improved efficiency and reduced wait times for guests.
Education
Associate - Business Administration
Miami Dade College
Skills
- Compliance reviews
- Policy evaluation
- Screening systems
- Project Management
- Error identification
- Data Analysis
- Data accuracy
- Teamwork
- Time Management
- Leadership
- Communication
- Policy & Standards Evaluation
- Computer Proficiency
Languages
English
Spanish
Timeline
Quality Assurance & Audit Specialist
Marriott International
01.2022 - Current
Call Specialist – Sales & Reservations Department
Marriott International
01.2021 - 01.2022
Associate - Business Administration
Miami Dade College