Mauricio Madruga

• Supervised teams of multilingual customer service representatives to ensure high performance and compliance with company standards.
• Developed and implemented training programmes to enhance customer service skills in hospitality.
• Monitored team performance through assessments, feedback sessions, and performance reviews.
• Resolved complex customer inquiries and escalations promptly to maintain user satisfaction.
• Coordinated with departments such as scheduling, human resources, and workforce management to optimise operations.
• Produced reports on team performance metrics to identify improvement areas and implement corrective actions.

• Managed resources, ensuring standards exceeded customer expectations while maintaining team professionalism.
• Provided inspirational leadership through regular briefings and consistent communication with customers.
• Resolved complaints by identifying root causes and implementing effective solutions promptly.
• Led decision-making processes in ad-hoc situations to maintain operational efficiency.
• Ensured well-being and safety of customers and team members during all operational phases.
• Conducted ongoing follow-ups on implemented solutions to ensure sustained effectiveness.
• Fostered a positive team atmosphere through motivational guidance and support.

• Fostered a positive working environment by promoting teamwork amongst housekeeping staff.
• Maintained high standards of cleanliness by promptly addressing housekeeping needs.
• Facilitated clear communication between housekeeping staff and front desk personnel, enhancing teamwork across departments.
• Supervised daily housekeeping operations, ensuring optimal performance of staff members.

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• Delivered excellent customer service with understanding dietary requirements.
• Demonstrated ability to follow recipes accurately, resulting in consistent dish quality.
• Assisted chef in plating dishes beautifully for exceptional presentation.
• Multi-tasked efficiently to meet strict deadlines.
• Inventoried supplies, minimising unnecessary costs on overstocking ingredients.

• Coordinated and allocated resources for different research projects based on budgets, timelines and staffing requirements.
• Selected, trained and performance-managed research and development staff.
• Disseminated research findings to relevant organisations and bodies.
• Led and directed research and development staff to meet short- and long-term goals.