Erika Calderon
Quito
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
11
11
years of professional experience
Work History
Commercial Coordinator
Perfumagic
04.2024 - Current
- Led a cross-functional commercial team, overseeing the execution of strategies to maximize sales targets and enhance team performance, ensuring alignment with company goals.
- Designed and implemented commercial processes, optimizing operational efficiency and driving continuous improvements in account management and debt collection strategies.
- Developed and analyzed detailed performance metrics, creating comprehensive reports to support strategic decision-making and improve sales forecasting accuracy.
- Spearheaded market prospection and client acquisition efforts, crafting tailored proposals that resulted in the expansion of the client base and increased market share.
- Negotiated contracts with key clients, fostering long-term relationships and ensuring high levels of post-sale satisfaction and client loyalty.
Costumer Service Manager
Perfumagic
01.2021 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Reservations Manager
Park Inn by Radisson
11.2018 - 01.2022
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Adjusted sales strategies to changing conditions, such as increased local competition and decreased industry rates.
- Consulted with central reservations to discuss new rate plans and promotions.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Spoke with local travel agents to arrange discounted hotel offers to improve booking levels.
- During Covid, my contract was changed to part-time only, that is the reason I started full time in Perfumagic and here part-time, for some months
Front Desk Clerk
Wyndham Airport
04.2017 - 11.2018
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collected room deposits, fees, and payments.
- Used internal software to process reservations, check-ins and check-outs.
- Entered and updated sensitive customer information during check-ins and room changes.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
Front Desk Clerk
Nu House Boutique Hotel
05.2015 - 04.2017
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Maintained clean and organized front desk areas to uphold polished company image.
- Answered customer telephone calls promptly and appropriately handled needs.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Front Desk Clerk
Best Western
06.2014 - 04.2015
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collected room deposits, fees, and payments.
- Used internal software to process reservations, check-ins and check-outs.
Temp Worker
Breckenridge Ski Resort
06.2013 - 09.2013
- Participated in a highly regarded Work & Travel program, focusing on the hospitality sector in Colorado/United States
- Demonstrated exceptional skills in customer service, consistently exceeding guest expectations and ensuring positive and memorable experiences.
- Communicated effectively with guests, team members, and management, building strong relationships and contributing to a harmonious work environment.
- Adapted seamlessly to the fast-paced and ever-changing hospitality environment, readily embracing new challenges and responsibilities.
- Utilized strong problem-solving abilities to address guest complaints and operational issues, finding creative solutions to ensure guest satisfaction.
- Collaborated with diverse teams from different cultural backgrounds, fostering a spirit of teamwork and achieving shared goals.
- Efficiently multitasked and managed time to handle multiple responsibilities, maintaining high levels of productivity.
- Exhibited cultural awareness and sensitivity, treating individuals from different backgrounds and nationalities with respect and understanding.
- Paid meticulous attention to detail, ensuring accuracy and quality in all aspects of service delivery.
- Leveraged emotional intelligence to handle guest interactions with professionalism and care, maintaining a positive and empathetic demeanor.
- Utilized language skills in English and Spanish to facilitate seamless communication with a diverse clientele.
Education
Associate of Arts - Hospitality Administration And Management
Universidad Tecnologica Equinoccial
Quito - Ecuador11.2016
GED -
SS.CC DE RUMIPAMBA
Quito - Ecuador07.2009
Skills
- Staff Management
- Cash Handling
- Staff Training
- MS Office Expertise
- Customer Service
- Conflict Resolution Techniques
- Interdepartmental Collaboration
Languages
Spanish
Native language
English
Advanced
C1
French
Upper intermediate
B2
Timeline
Commercial Coordinator
Perfumagic
04.2024 - Current
Costumer Service Manager
Perfumagic
01.2021 - Current
Reservations Manager
Park Inn by Radisson
11.2018 - 01.2022
Front Desk Clerk
Wyndham Airport
04.2017 - 11.2018
Front Desk Clerk
Nu House Boutique Hotel
05.2015 - 04.2017
Front Desk Clerk
Best Western
06.2014 - 04.2015
Temp Worker
Breckenridge Ski Resort
06.2013 - 09.2013
Associate of Arts - Hospitality Administration And Management
Universidad Tecnologica Equinoccial
GED -
SS.CC DE RUMIPAMBA
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