Iris Yanet Aquino González
Cosoleacaque, Veracruz
Summary
Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.
Overview
10
10
years of professional experience
Work History
General Manager
Euromex Casinos
07.2019 - 02.2023
- Skilled at working independently and collaboratively in a team environment.
- Strengthened communication skills through regular interactions with others.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Worked flexible hours across night, weekend and holiday shifts.
- Identified issues, analyzed information and provided solutions to problems.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
Director of Operations
Clover Casino
11.2017 - 07.2019
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Improved marketing to attract new customers and promote business.
Gerente De Formación Y Servicio al Cliente
PlayCity Casino (Grupo Televisa)
11.2016 - 11.2017
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Generated customer satisfaction surveys to analyze results into action plans.
Casinos Quality Supervisor
PlayCity Casino (Grupo Televisa)
07.2013 - 10.2016
- Determined quality department standards, practices, and procedures.
- Monitored staff organization and suggested improvements to daily functionality.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
- Collaborated with audit clients and action owners to apply root cause analysis guidance and establish effective corrective action plans.
Education
Licenciatura - International Relations
Universidad De Las Américas Puebla
San Andrés, Cholula, Puebla06.2004
Skills
- Product Costing
- Sales Expertise
- Vendor Partnerships
- Team Training
- Leadership
- Staff Management
- Coaching and Mentoring
- Team Leadership
Timeline
General Manager
Euromex Casinos
07.2019 - 02.2023
Director of Operations
Clover Casino
11.2017 - 07.2019
Gerente De Formación Y Servicio al Cliente
PlayCity Casino (Grupo Televisa)
11.2016 - 11.2017
Casinos Quality Supervisor
PlayCity Casino (Grupo Televisa)
07.2013 - 10.2016
Licenciatura - International Relations
Universidad De Las Américas Puebla
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