Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Yodalys Urquiza Ortiz

Miami,FL

Summary

Driven professional with a proven track record in customer relations notably at "Mi Paraiso" Havana Rent House. Excelled in fostering team motivation and enhancing customer satisfaction, leveraging product and service knowledge for business growth. Skilled in CRM, achieving significant improvements in customer rapport and operational efficiency. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

6
6
years of professional experience

Work History

Assistant Manager

"Mi Paraiso" Havana Rent House
04.2022 - 08.2022
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on several projects'tasks.
  • Conducted employee performance evaluations, providing constructive feedback for growth and development.
  • Engaged with customers to gather feedback, using insights to improve service and product offerings.
  • Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
  • Oversaw daily operations to maintain store cleanliness and organization.

English Teacher

UCMH " Finlay Albarran "
04.2021 - 03.2022
  • Developed innovative lesson plans to engage students in English language learning.
  • Prepared and implemented lesson plans covering required course topics.
  • Assessed student progress and provided feedback to improve performance and establish academic success.
  • Improved classroom management by implementing consistent routines and clear expectations for behavior.
  • Planned dynamic lessons to increase student comprehension of books and literary concepts.
  • Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
  • Promoted a positive learning environment by modeling respect, empathy, and active listening skills during all interactions with students.
  • Designed and implemented assessments to measure student progress in English language learning.
  • Assisted struggling students through targeted interventions, leading to increased academic success.
  • Created and implemented activities to foster critical thinking skills of students.
  • Kept classroom organized, clean and safe for students and visitors.
  • Developed strong relationships with parents and guardians, fostering open communication regarding student progress and needs.
  • Increased student motivation by providing timely feedback and recognizing individual achievements.
  • Differentiated instruction to accommodate diverse learner needs, ensuring all students had equal access to education opportunities.
  • Enhanced student comprehension by incorporating visual aids and hands-on activities in lessons.
  • Participated in professional development opportunities to stay up-to-date on teaching best practices and enhance educator skills.

Guest Service Agent

MSC Poesia Cruise Ship
12.2016 - 07.2017
  • Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
  • Collected room deposits, fees, and payments.
  • Maximized revenue by upselling room upgrades and additional services.
  • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
  • Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
  • Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
  • Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
  • Streamlined check-in processes for increased efficiency and reduced wait times.
  • Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
  • Answered guest inquiries and provided information regarding cruise services and amenities.
  • Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
  • Greeted guests upon arrival and offered assistance.
  • Collaborated with housekeeping staff to ensure rooms were prepared and available on time.
  • Acted as liaison between guests and cruise departments to facilitate communication regarding special requests or concerns effectively addressing any issues that arose during their stay.

Education

BBA - Tourism Management

EHT Havana
Havana, Cuba
2014

Bachelor of Science - Foreign Language Teacher Education

ISP Enrique Jose Varona
Havana, Cuba
2009

Skills

  • Money Handling
  • Customer Relations
  • Team motivation
  • Product and service knowledge
  • Customer rapport
  • Customer Relationship Management (CRM)

Languages

Spanish
Native or Bilingual
English
Full Professional
French
Full Professional
Italian
Limited Working
German
Elementary

Timeline

Assistant Manager

"Mi Paraiso" Havana Rent House
04.2022 - 08.2022

English Teacher

UCMH " Finlay Albarran "
04.2021 - 03.2022

Guest Service Agent

MSC Poesia Cruise Ship
12.2016 - 07.2017

BBA - Tourism Management

EHT Havana

Bachelor of Science - Foreign Language Teacher Education

ISP Enrique Jose Varona

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Yodalys Urquiza Ortiz