Walter Perez
Summary
Results-oriented leader specializing in employee relations and conflict resolution. Expertise in on-boarding and training, with a focus on building cohesive teams and improving operational efficiencies.
Overview
11
11
years of professional experience
Work History
Specialist
Apple
07.2022 - Current
- Guided leadership team with insights on enhancing customer journey
- Analyzed training methods and offered recommendations for enhancement
- Collaborated with management to identify training needs and prioritize development initiatives.
- Reverse shadowed new hires to provide feedback in role clarity and expectations
- Coordinated with cross-functional teams on projects and initiatives
- Partnered with the leadership to communicate long-range strategies, organizational goals, and initiative
- Established rapport with clients and coworkers to improve communication.
- Assessed training effectiveness through feedback and refined programs accordingly
Guest Experience Expert
Marriott International
01.2022 - 07.2022
- Provided exceptional customer service to guests, resolving issues quickly and efficiently
- Employ creative approaches to resolve complex customer relations issues, enhancing guest satisfaction
- Trained new hires on Marriott employee standards to ensure consistent service quality
- Reverse shadowed new hires to ensure role clarity and expectations
- Advised leadership team on training process enhancements to improve new hire onboarding
- Maintained accurate records of all guest interactions in accordance with company procedures
- Ensured compliance with applicable laws and regulations related to the hospitality industry
- Utilized computer systems and software programs proficiently for data entry and record keeping
Manager
McDonald's
08.2015 - 01.2022
- Managed daily operations including scheduling and budgeting, exhibiting excellent multitasking capabilities
- Assisted in leading the people department to drive employee engagement, employee satisfaction, and customer satisfaction using a net promoter system
- Coached and motivated team, driving sales and delivering exceptional customer service
- Conducted employee performance reviews with general manager, providing constructive feedback to enhance individual development
- Evaluated employee performance through regular feedback sessions which improved morale and productivity significantly
- Mentored and trained new employees on company policies and procedures
- Onboarded new hires and answered inquiries throughout the onboarding process
- Oriented and trained employees, encouraging confidence and helping individuals adapt faster to job roles
- Assisted associates with signing up for employee benefits such as retirement and healthcare coverage
- Answered employee questions pertaining to the hiring process, immediate benefits, future benefits, and required qualifications
- Coordinated recruitment efforts, including job postings and candidate communication.
- Conducted first phase interviews for prospective candidates
- Presented compensation package to candidates that moved forward in the hiring process
- Investigated claims of discrimination or harassment raised by employees or applicants.
- Mediated employee disputes and followed up with affected parties, fostering a peaceful work environment
- Conducted exit interviews for individuals leaving the organization
- Enforced work practices and procedures to reduce workplace safety and health hazards
- Developed personal growth opportunities, empowering employees to produce results and meet goals
- Implemented employee engagement initiatives to enhance workplace culture.
- Developed and maintained relationships with internal stakeholders and teams.
- Managed employee relations issues such as grievances and disciplinary actions.
- Assigned, prioritized, and delegated tasks and responsibility to departmental employees
- Led in-store group trainings focused on product preparation for customer purchasing
- Maintained accurate records of employee information such as wages, performance reviews, benefits, leaves of absence.
- Encouraged open communications, promoting positive and a pro-employee work environment.
- Encouraged open communications, promoting positive and a pro-employee work environment.
Education
Bachelor of Science - Human Resources Management
University of Maryland Global Campus
Hyattsville, MD12-2024
Master of Science - Human Resources Management
University of Maryland Global Campus
Hyattsville, MD04-2026
Skills
- Onboarding
- Training
- Employee Relations
- Analytical Thinking
- Data analysis
- Leadership
- Adaptability
- Conflict Resolution
- Teamwork and Collaboration
- Active Communication
- Time Management
- Problem Solving
- Data Interpretation
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Specialist
Apple
07.2022 - Current
Guest Experience Expert
Marriott International
01.2022 - 07.2022
Manager
McDonald's
08.2015 - 01.2022
Bachelor of Science - Human Resources Management
University of Maryland Global Campus
Master of Science - Human Resources Management
University of Maryland Global Campus