Maria Fatima Hernandez

I handle guest communications, camera monitoring and responding to public reviews.

I handle guest communications, coordinate with cleaners, and respond to reviews

• Conduct thorough onboarding sessions to understand clients' health history, goals, and preferences
• Provide comprehensive program introductions, explaining available resources, tools, and support channels
• Collaborate with clients to create personalized weight loss plans, considering their unique needs and preferences
• Offer ongoing support and adjustments to plans based on clients' progress and feedback
• Educate clients on nutrition, exercise, and lifestyle changes to support their weight loss journey
• Provide regular check-ins to discuss challenges, celebrate successes, and offer guidance on overcoming obstacles
• Utilize tracking tools and data to monitor clients' progress
• Analyze results and provide insights to clients, adjusting plans as needed to ensure continued success
• Implement motivational strategies to inspire clients to stay committed to their weight loss goals
• Celebrate milestones and encourage positive behavior changes
• Address and resolve client concerns promptly and effectively
• Facilitate communication and collaboration among clients through forums, support groups, or community events
• Encourage a sense of community to enhance the overall client experience
• Use data-driven insights to identify trends and make informed recommendations for program enhancements.

• Manage and coordinate the CEO's schedule, including meetings, appointments, and travel arrangements
• Anticipate and prioritize scheduling conflicts
• Act as the primary point of contact between the CEO and internal/external stakeholders
• Draft, edit, and proofread correspondence, emails, and other communications on behalf of the CEO
• Attend meetings with the CEO, take minutes, and follow up on action items
• Maintain confidentiality and handle sensitive information with discretion
• Organize and maintain files, records, and documents related to the CEO's activities
• Provide support on special projects as assigned by the CEO, coordinating with various departments as needed.

• Actively promote and sell products or services to potential and existing customers
• Utilize effective sales techniques to meet or exceed sales targets
• Maintain accurate and up-to-date customer records
• Stay informed about industry regulations and ensure adherence to them.

• Monitor the performance of individual team members and the overall team against key performance indicators (KPIs) and client-specific metrics
• Identify areas for improvement and implement strategies to enhance performance
• Provide ongoing coaching and support to team members to help them overcome challenges and improve their performance
• Conduct regular one-on-one coaching sessions to address individual needs and career development
• Collaborate with operations managers and other stakeholders to identify opportunities for process improvements and efficiency gains
• Implement and communicate best practices to enhance overall team performance
• Ensure that team members adhere to quality standards and compliance requirements set by the client and the organization
• Conduct quality assessments and provide feedback to drive continuous improvement in service delivery
• Foster a positive and collaborative team culture by organizing team-building activities and promoting effective communication
• Address conflicts and promote a supportive environment for team members
• Generate regular reports on team performance and training effectiveness for management review
• Act as a liaison between operations teams and other support functions within the organization
• Ensure that team members adhere to company policies, procedures, and ethical standards
• Address any non-compliance issues promptly.

• Initiating calls to potential customers who have not expressed prior interest in the product or service
• Presenting and promoting products or services to potential customers
• Highlighting key features and benefits to create interest
• Gathering information about customer needs and preferences
• Delivering a compelling sales pitch to persuade customers to make a purchase
• Handling objections and providing additional information as needed
• Maintaining accurate and detailed records of customer interactions and outcomes
• Meeting or exceeding sales targets and quotas
• Following up with potential leads to close sales.

• Handle customer inquiries related to billing, invoices, and payment processes
• Investigate and resolve billing discrepancies or issues in a timely manner
• Process customer payments, refunds, and adjustments as needed
• Actively engage with customers to identify sales opportunities
• Provide product or service information to potential customers
• Assist customers in making informed decisions about purchases
• Utilize upselling and cross-selling techniques to maximize sales revenue
• Build and maintain strong customer relationships by understanding their needs
• Handle escalated customer issues with professionalism and empathy
• Ensure customer satisfaction by addressing concerns and resolving problems
• Maintain accurate and up-to-date customer records in the system
• Document all customer interactions and transactions
• Stay informed about products and services to effectively address customer queries
• Attend training sessions to enhance product knowledge and sales skills.

• Develop and implement overall operational strategy aligned with the business goals
• Identify opportunities for operational improvements and cost efficiencies
• Recruit, train, and manage staff
• Foster a positive work environment and promote teamwork
• Manage inventory levels and ensure timely replenishment of ingredients and supplies
• Implement and maintain quality control standards for food preparation, presentation, and service
• Regularly inspect and assess the cleanliness and hygiene of the food cart
• Oversee the development and implementation of excellent customer service practices
• Address customer complaints and feedback promptly and effectively
• Ensure compliance with all relevant health and safety regulations and food handling guidelines
• Collaborate with marketing teams to develop and execute promotional campaigns
• Explore opportunities for partnerships and collaborations to increase visibility.

• Conduct internal audits across departments, suppliers, and contractors to ensure compliance with ISO 9001:2008, ISO 14001, ISO 18001, and WRAP standards
• Thoroughly review processes, documentation, and practices to identify areas for improvement
• Compile and consolidate data related to working hours and rest day violations
• Implement systems to efficiently track and document compliance discrepancies
• Analyze audit findings to identify trends, potential risks, and areas of non-compliance
• Prepare comprehensive reports highlighting key observations and recommendations for upper management
• Collaborate with relevant departments to implement corrective actions and preventive measures
• Participate in the development and enhancement of compliance processes and procedures
• Effectively communicate audit results and compliance issues to upper management
• Provide guidance and training to staff on compliance best practices
• Stay abreast of updates to ISO standards and WRAP requirements
• Ensure that the organization remains aligned with the latest industry compliance standards.

• Deliver engaging behavioral and leadership training modules to employees at various organizational levels
• Design and deliver comprehensive employee and leadership development programs aligned with organizational goals
• Collaborate with divisions to identify and analyze training needs through thorough Training Needs Analysis (TNA)
• Propose tailored training solutions to address identified needs
• Consult with department heads to understand their objectives and facilitate teambuilding activities that enhance collaboration and productivity
• Provide mentorship to behavioral trainers, fostering their professional development and ensuring consistent high-quality training delivery
• Develop innovative training modules that align with industry best practices and promote continuous learning
• Conduct company profile presentations to guests, effectively showcasing our organization's culture, values, and achievements.

• Tracked and documented employee time (punctuality, attendance, connect minutes, and up-training)
• Reviewed agent performance results daily to ensure all goals are met or exceeded
• Set reasonable sales objectives for each agent according to their level of competence
• Monitored performance of sales consultants assigned to my team and ensured that performance metrics are met as per the standards set
• Coached sales agents and developed them to the best of their abilities to perform better
• Implemented programs and activities to ensure that sales agents meet their sales objectives while maintaining all other KPIs, adhering to client standards
• Identified performance gaps and prepare action plans for effective coaching and performance improvement during one-on-one feedback
• Implemented programs and activities to ensure that sales agents meet their sales objectives while maintaining customer satisfaction and adhering to client standards
• Monitored and assessed employee calls to drive performance improvement plans
• Acted as a liaison between agents and other departments for administrative and operational concerns; communicated relevant information on a timely and effective manner
• Assisted, tracked, and coordinated issues with supporting departments, such as IT (computers, headsets, software, etc), HR (payroll issues), and Workforce (overtime, attendance tracking, etc.)
• Administered HR and Department policies as instructed
• Supported and enforced: Code of Conduct; Compliance Requirements and Procedures; Dress Code; English Only Policy; Attitude/Behavior; Integrity; Call Handling
• Performed other assigned/related duties within the center as directed.

• Ensured effective implementation and execution of all Training programs in the team
• Coordinated with Service Delivery, Product Training, Human Resources, Recruitment, and Quality to drive higher agent performance in New Hire and Service Delivery
• Trained and managed outcomes for all Team members
• Regularly coached and observed trainers on the job (Classroom and Nesting)
• Monitored and evaluated Wave on Wave Performance (Yield, Quality, Effectiveness)
• Regularly reviewed training materials and recommended improvements to design of learning content based on evaluation of the learning curve
• Analyzed Program Training needs/gaps in partnership and recommends solutions/action plans
• Supported Team Professional Development through regular one-on-one feedback sessions with direct reports
• Provided regular reports on Training Performance to all key stakeholders
• Drove compliance and completion of all training activities.

• Ensured successful execution of training needs including resource planning, measuring program training effectiveness
• Utilized effective presentation and facilitation skills for identified content including creative training techniques
• Was responsible for on-going classroom observations of direct reports, providing guidance, mentoring and support that focuses on performance improvement
• Monitored and ensured completion of daily training administrative work such as timekeeping, and other administrative tasks as required in a timely and accurate manner
• Was responsible for day-to-day functional supervision of learners within the training and/or other ensuring competency levels meet the business need
• Delivered language training and skills development training as needed by the business.

• Practiced teamwork that extended outside Corporate Training and involved the organization to bring about improvement
• Involved other training team members and regularly discussed and shared best practices
• Identified training and development needs within an organization through job analysis, appraisal schemes
• Designed and expanded training and development programs based on both the organization's and the individual's needs
• Maintained and contributed to the standardized process of delivering Training (Classroom / Floor Training processes)
• Conducted classroom training and refreshers for overall communication and soft skills
• Checked trainer effectiveness and provided constructive feedback
• Recommended retraining/termination of agents who do not measure up to the required communication standards
• Screened candidates
• Analyzed and maintained data and reports relevant to business and department performance
• Analyzed call content (Floor Support) and supplied input in terms of constructive feedback and recommend/deliver essential training programs for the candidates
• Carried out the feedback and coaching activity based on the principles of Adult learning Methodology and monitored/improved performance as per the set SLA
• Maintained all important documents and reports generated for and by the training Department such as collating and generating various attrition reports, organizing and communicating the time, venue, and minutes of team meetings and meetings with other departments, maintaining records of any external vendor hired for training purposes, maintaining data integrity by sending out timely and appropriate communication and maintaining confidentiality as and when required, organized team calibration for the hiring process, constantly communicated with Recruitment and understood the hiring pattern to devise trainer allocation in advance.

• Was responsible for delivering and facilitating adult classroom training in support of client programs
• Delivered Language and Soft Skills Training
• Ensured the successful transition for trainees to process training
• Monitored and evaluated trainees
• Provided feedback to trainees.

• Answered product and service questions
• Opened customer accounts by recording account information
• Maintained customer records by updating account information
• Resolved product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
• Contributed to team effort by accomplishing related results as needed.