Isaac Lopez
Operations Manager
Mexico City
Summary
Operations Manager and leader with four years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing conversion, productivity and NPS. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
Operations Manager
Operadora Marriott
08.2019 - Current
- Work with a team of 10 managers and 270 associates in monitoring and tracking profile and sales.
- Implemented process improvement to shape organizational culture, optimize procedures for higher conversion and OPT efficiency.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Introduced new PAL method, OPT practices And AHT Committee.
- Established positive and effective communication among managers and their teams, reducing miscommunications, and missed deadlines.
- Assisted in system transition from Pure to VDI and VDI to AVR.
Core Service Manager
Operadora Marriott
10.2016 - 08.2019
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Implemented strategies to increase customer service satisfaction ratings.
- Analyzed service reports to identify areas of improvement.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
Education
Tourism
Escuela Superior De Turismo IPN
08.1990 - 08.1995
Skills
Complex problems analysis
undefinedTimeline
Operations Manager
Operadora Marriott
08.2019 - Current
Core Service Manager
Operadora Marriott
10.2016 - 08.2019
Tourism
Escuela Superior De Turismo IPN
08.1990 - 08.1995
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