JUAN PABLO GOMEZ
Cali
Summary
Dynamic leader with a proven track record at Maria Place SAS, adept in team management and enhancing customer engagement. Excelled in staff management and POS system operation, significantly improving service quality and efficiency. Demonstrated passion for customer satisfaction, driving substantial growth and loyalty. Skilled in both recruitment and performance improvement, with a focus on innovative solutions and employee retention.
Professional with strong background in hospitality management, ready to drive operational excellence and elevate guest satisfaction. Adept at team collaboration, leading staff to meet and exceed goals, and adapting to changing needs. Skilled in inventory management, staff training, customer service, and financial oversight. Known for reliability, problem-solving abilities, and maintaining high standards.
Overview
21
21
years of professional experience
Work History
Restaurant Manager
Maria Place SAS
09.2013 - Current
- Established a welcoming atmosphere to encourage repeat visits.
- Resolved guest complaints with prompt, personalized service.
- Enhanced staff performance with coaching and mentoring, building upon skills.
- Managed budgets to ensure sustainability and minimize overspending.
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Carefully interviewed, selected, trained, and supervised staff.
Commercial Agent
Contour Impex
01.2011 - 01.2016
- Structured and presented business cases for credit recommendation.
- Achieved sales targets consistently through persistence, diligence, and strong communication skills.
- Contributed to company growth by meeting or exceeding quarterly sales objectives regularly.
- Assisted clients in making informed decisions by offering comprehensive market analysis and property evaluations.
- Offered expert advice and guidance to clients throughout the negotiation process, ensuring their best interests were represented at all times.
- Streamlined internal processes for better efficiency, reducing time spent on administrative tasks and increasing focus on core responsibilities.
- Collaborated with colleagues to achieve team goals and improve overall performance in the commercial sector.
- Expanded clientele base by attending networking events, building connections within the industry, and actively pursuing referrals from satisfied clients.
- Negotiated favorable contract terms for clients by leveraging strong negotiation skills and market knowledge.
- Increased sales revenue through extensive market research and implementing effective sales strategies.
- Maintained a well-organized database of prospective clients to efficiently track leads and follow up on opportunities.
- Researched industry-specific information from outside sources.
Director of Contact Center Operations
PST, Programa De Servicios De Tránsito
01.2010 - 10.2010
- Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
- Leveraged data analytics to identify areas of improvement, driving continuous process enhancement initiatives leading to cost savings.
- Streamlined contact center operations for increased efficiency and reduced average handle time through process improvements.
- Developed comprehensive quality assurance programs to ensure consistent service levels across all channels of communication.
- Optimized workforce management processes for improved forecasting accuracy, enabling more effective scheduling practices aligned with business needs.
- Collaborated with cross-functional teams to develop innovative solutions addressing customer pain points, resulting in improved retention rates.
- Improved customer satisfaction rates by implementing efficient call center strategies and optimizing agent performance.
- Organized and updated databases, records and other information resources.
- Created reports, presentations and other materials for executive staff.
Credit Card Sales Executive
Centro Textil S.A.
10.2003 - 12.2009
- Exceeded monthly sales targets consistently by implementing innovative selling techniques and strategies.
- Maintained detailed records of all sales activities, ensuring accurate reporting and performance analysis.
- Utilized persuasive communication skills when negotiating terms with prospective clients, securing favorable agreements for both parties.
- Participated in ongoing training programs to stay current on industry trends, enhancing product knowledge and sales skills.
- Developed strong rapport with clients through honest communication and exceptional service delivery.
- Provided regular feedback on product performance to management, facilitating necessary improvements or changes as needed.
- Provided excellent customer service by addressing customer concerns and inquiries promptly, improving overall customer experience.
- Contributed to the development of marketing materials with targeted messaging, resulting in higher customer engagement and conversion rates.
Education
Specialization - Marketing
Universidad ICESI
Cali, Colombia01-2006
Diplomado En Finanzas - Finance
Universidad Javeriana
Cali, Colombia01-2004
Bachelor of Science - Biology
Oregon State University
Corvallis, Oregon, USA01-1986
High School Diploma -
Hinsdale High School
Hinsdale, Montana, USA06-1980
High School Diploma -
Gimnasio Central Del Valle
Guadalajara De Buga, Colombia06-1979
Skills
- Team management
- Customer engagement
- Staff management
- Point of sale (POS) system operation
- Passion for customer satisfaction
- Customer-oriented
- Staff scheduling
- Customer loyalty
- Adaptable
- Recruitment
- Performance improvement
- Schedule coordination
- Employee retention
- Menu development
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
French
Professional Working
German
Limited Working
Timeline
Restaurant Manager
Maria Place SAS
09.2013 - Current
Commercial Agent
Contour Impex
01.2011 - 01.2016
Director of Contact Center Operations
PST, Programa De Servicios De Tránsito
01.2010 - 10.2010
Credit Card Sales Executive
Centro Textil S.A.
10.2003 - 12.2009
Specialization - Marketing
Universidad ICESI
Diplomado En Finanzas - Finance
Universidad Javeriana
Bachelor of Science - Biology
Oregon State University
High School Diploma -
Hinsdale High School
High School Diploma -
Gimnasio Central Del Valle
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