Senior Customer Service and Operations Professional

I provide multichannel bilingual customer support in Spanish and English, managing approximately 200–300 cases and 100 calls each week. I coordinate with internal departments, perform root-cause analysis, and resolve complex operational and customer issues.

I identify repetitive workflows and direct the AI-assisted development of internal Python, JavaScript, and SQL tools, including KPI dashboards, invoicing workflows, and an employee directory. I also designed an Enterprise Knowledge Platform prototype using React, TypeScript, Node, Express, and SQLite, with role-based access control, governance features, and AI-assisted search with answer-provenance tracking. The prototype was positively reviewed by the VP of Technology.

Managed end-to-end operations for a high-volume service station, including daily revenue reconciliation, inventory control, supplier coordination, and compliance with health and safety requirements.

Recruited, trained, and led a team of more than eight staff members while maintaining corporate and regulatory compliance. Redesigned inventory audit procedures through structured reconciliation and reporting, improving stock accuracy by 30%.

Oversaw front desk operations at an active resort and coordinated closely with housekeeping and food and beverage teams to support a smooth guest experience.

Managed VIP guest relations, addressed escalated complaints, and optimized reservation processes to support occupancy. Progressed from Receptionist to Front Office Manager through sustained performance.

Managed LAN networks and server infrastructure while providing end-user technical support.

Supported system reliability and troubleshooting activities to reduce downtime and maintain business operations.

Higher Technician program in Computer Systems Administration and Management.

Accounting Technician program.