I am a results-driven Customer Experience, Operations, and Sales professional with over 5 years of international experience in aviation and luxury hospitality environments. Throughout my career, I have successfully supervised teams of up to 15 staff members while supporting revenue growth through operational efficiency, service optimization, and upselling strategies. I have a proven track record of managing high-volume operations with over 300 daily customer interactions, improving service efficiency, and maintaining high customer satisfaction standards in fast-paced international settings.
Currently, I am expanding my expertise in Data Analysis, Power BI dashboards, AI-powered tools, and business digitalization. I have hands-on project experience enabling data-driven decision-making, workflow efficiency, and process improvement. I am recognized for my strong communication, leadership, and problem-solving abilities, always maintaining a customer-first mindset and adaptability to multicultural environments.
I am fluent in English at a professional level (C1) and a native Spanish speaker, with strong cross-cultural communication skills. I am actively seeking fully remote roles in Customer Success, CX Operations, or Account Management where I can leverage my skills and experience to drive business growth and enhance customer satisfaction.
My core competencies include customer experience and client relationship management, data analysis and reporting, sales support and lead generation, process improvement, operations coordination, communication and negotiation, team leadership and supervision, cross-department collaboration, problem solving and service recovery, and administrative and front desk management.
Technically, I am proficient in Microsoft Excel for data analysis, CRM systems, Power BI for dashboards and data visualization, Google Workspace, artificial intelligence tools, Microsoft Office Suite, reservation and booking systems, AWS (basic knowledge), and Opera Cloud PMS. I have also completed various professional trainings and certifications to enhance my skills in customer service, data analysis, and digital tools.
I am passionate about building innovative solutions such as TicoFlow, a SaaS-based tourism and hospitality booking management platform, aimed at improving operational efficiency for local businesses in Costa Rica. My experience spans multiple countries including Costa Rica and Ireland, where I have held leadership roles in prestigious hotels and airline customer service operations.
Building TicoFlow Solutions, a technology infrastructure and digital services company targeting hotels and businesses in Guanacaste, Costa Rica. Developing TicoFlow, a SaaS-based tourism and hospitality booking management platform. Applying data analysis skills (Power BI, Excel) to design operational dashboards and business digitalization strategies for local clients.
Supervised daily front desk operations in a high-traffic international hotel serving 200+ rooms and international guests. Managed 300+ guest interactions per day while maintaining service quality, operational efficiency, and guest satisfaction standards. Coordinated staff schedules, task assignments, and workflow management for teams of 8 – 12. Resolved guest complaints and complex service situations with documented recognition from management (Crisis Management Award). Supported administrative reporting and operational performance monitoring.
Led reception operations for a 200-room hotel handling high guest volumes and peak occupancy periods. Supervised front desk staff and ensured compliance with service standards. Assisted with reservations, guest communication, and operational coordination. Managed billing inquiries, payments, and customer service issues.
Delivered premium guest services in a luxury resort with over 300 accommodation units and high-profile international clientele. Coordinated VIP guest logistics, transportation, and reservations. Managed guest requests and complex service recovery situations. Organized group reservations and operational logistics. Collaborated with multiple departments to ensure seamless guest experiences. Recognized as Top Performer.
Provided bilingual customer support to international airline passengers in a high-volume airport environment. Assisted with flight operations, reservations, and boarding procedures. Resolved travel disruptions, schedule changes, and passenger concerns under time pressure.
English Language Program
C1 English Program
Power BI Essential Training
Analytical Thinking to Drive Insights
Introduction to Data Analysis using Microsoft Excel
Artificial Intelligence Foundations: Machine Learning
Business Digitalization with Google Tools
Opera Cloud Front Desk Training
Customer Service Excellence Training
Butler Service Training
Customer Service Training
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