Maricarmen Salcedo Ocaña
Vancouver
Summary
Experienced professional skilled in employee training, team leadership, and delivering exceptional customer service. Highly motivated to drive revenue growth and enhance customer satisfaction. Seeking a new opportunity to advance and excel in a professional capacity.
Overview
15
15
years of professional experience
Work History
Delicatessen Manager
Las Tablas de Mady
Arequipa
03.2021 - 06.2023
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Limited portion sizes and used garnishes to control food costs.
- Integrated service and team management strategies to boost business profits.
- Oversaw balancing of cash registers, reconciled transactions and deposited establishment's earnings to bank.
- Developed special promotions to increase revenues.
- Orchestrated positive customer experiences by personalized details.
- Controlled inventory costs by carefully managing portion control and reducing waste.
- Inventoried food products and associated materials on weekly basis.
- Created new recipes, outlined steps and training staff on correct preparation.
- Controlled food costs and managed inventory.
- Monitored food preparation, production and plating for quality control.
Quality Coordinator
QUALAB SAC
Arequipa
04.2021 - 09.2022
- Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Developed educational materials used to train staff on QA standards.
- Assisted with quality control audits.
- Provided analytical, planning and coordination support on projects as assigned, reviewing, interpreting, analyzing and illustrating data to stimulate and support enlightened decision making.
- Served as information systems liaison with vendors, information services and end-users to make recommendations for optimization of systems.
Service Quality Manager
San Pablo Clinic
Arequipa
02.2019 - 04.2021
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Supervised staff of 90 personnel by implementing company policies, protocols, work rules and disciplinary action.
- Used customer experience strategies to promote exceptional customer service and create positive environment for employees and clients.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Recruitment and development of employees for the Hospitalization and Emergency department.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Developed detailed plans based on broad guidance and direction.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Customer Experience Associate
Auna Vallesur Clinic
Arequipa
09.2017 - 01.2019
- Asked customers questions to determine, verify and solve common problems.
- Drafted written correspondence and sent electronic information to customers regarding claims information and concerns.
- Suggested operational improvements to enhance quality, improve service times and reduce claims and concerns.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Enhanced industry and technical knowledge through active participation in learning and growth opportunities.
Customer Service and Claims Coordinator
San Juan de Dios Clinic
CUSCO
10.2016 - 04.2017
- Mitigated client claim exposures through strategic management of claims.
- Organized and participated in claim review meetings and new business presentations.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Supervised 15 administrative team members and provided constructive feedback, resulting in higher morale and increased employee retention.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Developed highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
Service Supervisor
Acurio Restaurantes
cusco
03.2016 - 09.2016
- Assisted with training and development of team members.
- Handled customer complaints and inquiries.
- Monitored team's performance and gave feedback when necessary.
- Updated job knowledge by attending workshops, training sessions and educational opportunities.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded to customer requests for products, services and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- I supervised a team of 20 operational members and provided constructive feedback, resulting in increased morale and higher employee retention.
- Organized spaces, materials and catering support for internal and client-focused meetings.
Company Owner
Gastronomica del Norte
Piura
01.2008 - 02.2016
- Aligned branding initiatives and sales strategies with client goals.
- Reduced personnel turnover and promoted employee development by recruiting team-oriented candidates and implementing new training practices.
- Motivated employees to consistently improve performance through company-wide incentive plans.
- I developed various service proposals based on client requirements.
- Managed 10 employees by supervising daily tasks.
- Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Delegated many different daily tasks to employees, streamlining daily progress and efficiency.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Education
Bachelor's Degree in Business Administration - Efficient Business Management
Zegel IPAE
PERU11.2014
Skills
- Special Projects
- Disciplinary Action
- Catering Support
- Customer Service Process Improvement
- Employee Supervision
- Customer Service Standards
- Equipment Preparation
- Critical Thinking
- Customer Engagement
- Food and Beverage Service
- New Products Evaluation
Timeline
Quality Coordinator
QUALAB SAC
04.2021 - 09.2022
Delicatessen Manager
Las Tablas de Mady
03.2021 - 06.2023
Service Quality Manager
San Pablo Clinic
02.2019 - 04.2021
Customer Experience Associate
Auna Vallesur Clinic
09.2017 - 01.2019
Customer Service and Claims Coordinator
San Juan de Dios Clinic
10.2016 - 04.2017
Service Supervisor
Acurio Restaurantes
03.2016 - 09.2016
Company Owner
Gastronomica del Norte
01.2008 - 02.2016
Bachelor's Degree in Business Administration - Efficient Business Management
Zegel IPAE
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