Mauricio A. Ricaldi Pesantes
Lima
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Motivated trainee assistant armed with relevant experience in supporting management and team members. Brings forward strong administrative skills, problem-solving abilities, and eagerness to learn new technologies. Demonstrated success in improving efficiency and enhancing productivity in previous roles. Possesses excellent interpersonal skills, enabling effective collaboration with diverse teams.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Support Agent
Concentrix
08.2023 - Current
- Explained features, benefits, warranties, guarantees, return policies.
- Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
- Engaged in active listening with callers to confirm or clarify information and diffuse anger.
- Analyzed customer feedback to recommend product or service enhancements.
- Coordinated with third-party vendors when necessary for resolving escalated customer issues.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
Purchase Assistant
UNIT FOOD S.A.C
Miraflores
02.2020 - 04.2020
- Responsible for all central purchasing for all unit Food locations.
- Responsible for negotiating with different suppliers of goods and purchasing of goods.
- Responsible for negotiating prices, issuing purchase orders, evaluating and comparing price details, and updating them in the database.
- Perform monitoring of machines under maintenance and repairs.
Purchase Assistant
Pontificia Universidad Católica del Perú
San Miguel
01.2017 - 11.2018
- Responsible for the purchase of goods and services of the area.
- Responsible for the purchase of campus services, internal and external.
- Responsible for the registration and analysis of KPIs indicators.
- Responsible for budget management
- Manager of the catering services purchase catalog in the ORACLE ERP of the PUCP.
Administrative support in other areas
Trainee Developer
Pontificia Universidad Católica del Perú
San Miguel
11.2012 - 12.2016
- Responsible for the management of the renewal and implementation of the new institutional induction program at the administrative level throughout the campus.
- Responsible for the purchases of goods and services of the area.
- Responsible for the budget in charge
- Responsible for the ETB, Centrum and CEPREPUC scholarship programs.
- Facilitator and presenter of the institutional induction program.
- Responsible for the KPIs indicators of the human resources area in charge.
- Assistant and support in the management of the annual institutional training plan (specific and transversal).
Line Cook
Hawks Cay Resort
Duck Key
03.2011 - 03.2012
- Front-line cook in the main kitchen of the 5-star Alma Restaurant resort
- Head chef at Tom's Harbor House restaurant
- Responsible for inventory control, purchasing and logistics at Tom's Harbor House.
- Cook of the Resort's Catering and Buffet Team
- Trainee in the reservation management of Alma Restaurant
Logistics Assistant
Corporación Las Canastas
Lima
01.2010 - 02.2011
- Responsible for the coordination of events with stakeholders and potential clients.
- Responsible for event budgeting, inventory control, income and expenses.
- Coordinate monthly trainings for all staff, waiters, cooks and administrative personnel.
- Coordinate logbooks with managers of other locations and franchises.
- Supervise the administration of the Habich and Plaza Norte locations.
- Support in the selection process of personnel for different locations.
Assistant Waiter
Costa Crociere
Genova
05.2008 - 01.2010
- Responsible for the entry and exit of passengers of different nationalities to the ship (English, France, Germany, Portugal, etc.).
- Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.
- Took reservations and to-go orders to streamline process for both customer and restaurant.
- Presented menus and answered questions regarding items.
- Informed customers of daily specials and signature menu items.
Cook
Restaurante DONATELLO/ LALO'S Catering
Miraflores
03.2007 - 04.2008
- Responsible for the mise en place of sauces and base dressings for hot and cold stations such as: derivatives.
- Responsible for the preparation of all types of salads, antipasti, desserts, homemade ice cream, and preparation of banquets for large groups and institutional events.
- Prepared multiple orders at once for speedy service.
- Checked temperatures of cooked foods to ensure they were properly cooked through.
- Set up workstations with all necessary ingredients and cooking equipment.
Education
Front end Engineer - Desarrollo web
Codecademy
09.2023
Licenciatura - Administración y gestión de empresas, general
Universidad Peruana de Ciencias Aplicadas
07.2023
Bachiller - Administración de Empresas
Universidad Peruana de Ciencias Aplicadas
01.2017
Diplomado de Especialización - Gestión Pública
Universidad Nacional Mayor de San Marcos
01.2016
Bachelor's degree - Restaurant, Culinary, and Catering Management/Manager
Instituto gastronómico D'gallia
01.2008
Skills
- Software troubleshooting
- CRM software
- Complaint handling
- Customer service excellence
Websites
Certification
- Gestión de procesos y desarrollo organizacional
- Taller de Inteligencia Emocional
- Fire Prevention and Fire Fighting
- Personal Safety and Social Responsibilities
- Personal survival Techniques
- Elementary First AID
- Front-End Web Developer
Awards
- Improvement of the I am PUCP program (digital brochure).
- Optimization of resources for the economic support of training and automation of the process.
- Graduate Scholarship Program proposal
- New practices for A&B sales
- First Place Winner of the First Culinary Art Tournamen
Blog
drive.google.com/open
Languages
Spanish
First Language
French
Upper Intermediate (B2)
B2
English
Advanced (C1)
C1
Italian
Elementary (A2)
A2
Timeline
Customer Support Agent
Concentrix
08.2023 - Current
Purchase Assistant
UNIT FOOD S.A.C
02.2020 - 04.2020
Purchase Assistant
Pontificia Universidad Católica del Perú
01.2017 - 11.2018
Trainee Developer
Pontificia Universidad Católica del Perú
11.2012 - 12.2016
Line Cook
Hawks Cay Resort
03.2011 - 03.2012
Logistics Assistant
Corporación Las Canastas
01.2010 - 02.2011
Assistant Waiter
Costa Crociere
05.2008 - 01.2010
Cook
Restaurante DONATELLO/ LALO'S Catering
03.2007 - 04.2008
Front end Engineer - Desarrollo web
Codecademy
Licenciatura - Administración y gestión de empresas, general
Universidad Peruana de Ciencias Aplicadas
Bachiller - Administración de Empresas
Universidad Peruana de Ciencias Aplicadas
Diplomado de Especialización - Gestión Pública
Universidad Nacional Mayor de San Marcos
Bachelor's degree - Restaurant, Culinary, and Catering Management/Manager
Instituto gastronómico D'gallia
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