DANNA VALENTINA ROA VELEZ
Ibague
Summary
With a professional background in International Business Administration from the University of Ibagué, I bring a strong sense of responsibility, teamwork, and leadership. Having expertise in business and economics, I am able to navigate various challenges in the field. My ability to assess business challenges from global perspectives enables me to understand both local and international market dynamics, making me a valuable asset in any business setting.
Overview
5
5
years of professional experience
Work History
Bilingual Customer Service Agent
Adecco
Bogota, Colombia (Remote)
10.2024 - Current
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Conducted thorough research to resolve disputes and identify areas for improvement, leading to enhanced customer experience.
- Demonstrated adaptability by quickly learning new systems and technologies as they were implemented within the organization.
- Collaborated with colleagues to share best practices for handling difficult customer interactions, fostering a supportive work environment.
- Played an instrumental role in reducing average handle time by refining problem-solving techniques and utilizing all available resources effectively.
- Increased client retention by providing exceptional bilingual support and building rapport with diverse clientele.
- Served as a subject matter expert on bilingual support within the team, providing guidance and assistance when needed.
Banquets
Four Seasons Hotels and Resorts
Denver, Co
05.2024 - 08.2024
- Helped organize annual events aimed at celebrating the achievements of all international students including graduation ceremonies, cultural showcases, and recognition banquets.
- Cultivated relationships with clients, fostering ongoing connections that led to future bookings for banquets department.
- Assisted in the planning and execution of end-of-season awards banquets, celebrating player achievements and recognizing outstanding contributions to the team''s success.
- Portioned food items accurately for consistent presentation and portion control at banquets.
- Ensured compliance with local health department regulations as well as company policies regarding food safety during banquets.
- Handled special dietary requests from guests thoughtfully, ensuring satisfaction through customized meal options at banquets.
- Assisted with setup and breakdown of events, banquets and parties to comply with logistics.
Pool Server
Four Seasons Hotels and Resorts
Denver,Co
05.2024 - 08.2024
- Maintained knowledge of current promotions and special events, effectively communicating relevant information to guests during their poolside experience.
- Balanced multiple tasks simultaneously, ensuring seamless service during busy periods at the pool area.
- Contributed to the development of seasonal cocktail menus by offering input on popular trends and local preferences.
- Managed cash transactions efficiently while maintaining strict adherence to company policies regarding payment procedures.
- Demonstrated knowledge of menu items and ingredients, enabling accurate communication with guests regarding dietary restrictions or preferences.
- Collaborated with kitchen staff to ensure timely delivery of food orders, resulting in satisfied customers.
Concession Stand Lead
Denver Event Staffing
Denver,Co
05.2024 - 08.2024
- Established positive relationships with suppliers through professional interactions, fostering partnerships that led to improved product availability and competitive pricing options.
- Collaborated with upper management on annual budget planning process, providing input based on historical sales data, expenses and revenue projections.
- Assisted in the development of new menu items based on customer feedback surveys, leading to increased interest from patrons and higher overall sales numbers.
- Proactively addressed equipment maintenance needs by conducting regular inspections, troubleshooting issues, and coordinating repairs when necessary.
Pool Server
Four Seasons Hotels and Resorts
Denver,Co
05.2023 - 08.2023
- Maintained knowledge of current promotions and special events, effectively communicating relevant information to guests during their poolside experience.
- Balanced multiple tasks simultaneously, ensuring seamless service during busy periods at the pool area.
- Managed cash transactions efficiently while maintaining strict adherence to company policies regarding payment procedures.
- Demonstrated knowledge of menu items and ingredients, enabling accurate communication with guests regarding dietary restrictions or preferences.
Banquet Server
Four Seasons Hotels and Resorts
Denver,Co
05.2023 - 08.2023
- Served appetizers, delivered entrees, and refilled beverages for banquet guests.
- Managed multiple tasks simultaneously while maintaining composure under pressure in fast-paced banquet environments.
- Set up banquet tables and chairs based on event requirements.
- Demonstrated exceptional teamwork by collaborating with fellow servers to maintain a smooth flow of service during large-scale events.
- Adhered to all health and safety regulations while serving food and beverages.
- Assisted in setting up the event space, ensuring proper table arrangements and placement of utensils for seamless guest experience.
Concession Stand Manager
Denver Event Staffing
Denver,Co
05.2023 - 08.2023
- Coordinated concession team, food preparation, and storeroom operations.
- Participated in menu planning and food production, properly handling food surpluses and cost control.
- Supervised food and beverage personnel, evaluating performance and recommending improvements.
- Purchased food items, supplies and equipment in alignment with strict budgets.
- Analyzed and controlled inventory, working with suppliers to secure cost-effective contracts.
Pool Server
Four Seasons Hotels and Resorts
Denver,Co
05.2022 - 08.2022
- Balanced multiple tasks simultaneously, ensuring seamless service during busy periods at the pool area.
- Managed cash transactions efficiently while maintaining strict adherence to company policies regarding payment procedures.
- Demonstrated knowledge of menu items and ingredients, enabling accurate communication with guests regarding dietary restrictions or preferences.
- Collaborated with kitchen staff to ensure timely delivery of food orders, resulting in satisfied customers.
Bilingual Customer Service Agent
Teleperformance
Remote
08.2021 - 05.2022
- Conducted thorough research to resolve disputes and identify areas for improvement, leading to enhanced customer experience.
- Demonstrated adaptability by quickly learning new systems and technologies as they were implemented within the organization.
- Assisted with training new hires on company policies and procedures, ensuring consistent quality of service across the team.
Franchise Program Project
CastiAgro Express
Ibague, Colombia
02.2021 - 04.2021
- Balanced multiple projects simultaneously while prioritizing tasks according to urgency and impact on overall program success.
- Established effective quality assurance processes, resulting in reduced defect rates during production runs.
- Secured key partnerships with external vendors to enhance product offerings and expand market reach.
- Conducted comprehensive competitor analysis to identify areas of opportunity for differentiation and market positioning.
Internationalization Advisor
Chamber of Commerce of Ibague
Ibague, Colombia
07.2020 - 01.2021
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Managed risk effectively by closely monitoring client portfolios and making timely adjustments.
- Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
Education
SECUNDARY SCHOOL -
Institución educativa Exalumnas de la Presentación
Ibagué, Tolima02.2025
International Business -
University of Ibagué
Ibagué, TolimaSkills
- Fluent bilingualism
- Call center experience
- Customer Retention Strategies
- Intercultural Understanding
- Cross-cultural awareness
- Strong interpersonal skills
- Multitasking and organization
- Flexibility and adaptability
- Problem-solving skills
Languages
Spanish
Native language
Spanish
Proficient
C2
English
Advanced
C1
Personal Information
- Passport Number: AU214016
- Date of Birth: 09/09/98
Timeline
Bilingual Customer Service Agent
Adecco
10.2024 - Current
Banquets
Four Seasons Hotels and Resorts
05.2024 - 08.2024
Pool Server
Four Seasons Hotels and Resorts
05.2024 - 08.2024
Concession Stand Lead
Denver Event Staffing
05.2024 - 08.2024
Pool Server
Four Seasons Hotels and Resorts
05.2023 - 08.2023
Banquet Server
Four Seasons Hotels and Resorts
05.2023 - 08.2023
Concession Stand Manager
Denver Event Staffing
05.2023 - 08.2023
Pool Server
Four Seasons Hotels and Resorts
05.2022 - 08.2022
Bilingual Customer Service Agent
Teleperformance
08.2021 - 05.2022
Franchise Program Project
CastiAgro Express
02.2021 - 04.2021
Internationalization Advisor
Chamber of Commerce of Ibague
07.2020 - 01.2021
International Business -
University of Ibagué
SECUNDARY SCHOOL -
Institución educativa Exalumnas de la Presentación