Leo Zorrivas
Mexico City
Summary
Dynamic VOA Analyst at Marriott Vacation Club with a proven track record in resource allocation optimization and performance metrics evaluation. Enhanced customer satisfaction through strategic decision-making and effective problem resolution. Skilled in training development and team mentorship, driving continuous improvement and operational effectiveness across cross-functional teams.
Overview
28
28
years of professional experience
Work History
VOA Analyst
Marriott Vacation Club
10.2020 - Current
- Collaborated with cross-functional teams to enhance project outcomes and efficiency.
- Implemented data visualization tools to streamline reporting processes and insights.
- Led analytical projects aimed at optimizing resource allocation and operational effectiveness.
- Conducted market research to inform business strategies and competitive positioning.
- Evaluated performance metrics, driving actionable recommendations for continuous improvement.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
Senior Customer Service Analyst
Allstate Corp Services
02.2017 - 08.2019
- Led cross-functional teams to enhance customer service processes and improve overall response times.
- Analyzed customer feedback and trends to inform strategic decisions and optimize service delivery.
- Developed training materials for new analysts, enhancing onboarding efficiency and knowledge retention.
- Implemented process improvements that reduced ticket resolution time by streamlining workflow procedures.
- Mentored junior analysts, fostering skill development and promoting a culture of continuous learning.
- Conducted regular reviews of service metrics, identifying opportunities for enhancements in team performance.
- Established best practices for handling escalated customer inquiries, improving satisfaction rates significantly.
- Delivered outstanding results in customer retention and satisfaction by establishing a culture of proactive communication, empathy, and problem-solving within the team.
- Consistently exceeded performance targets through diligent work ethic and commitment to excellence in customer service delivery.
- Enhanced team productivity by implementing new training programs and performance evaluation metrics.
- Reduced average call handling time with effective problem-solving techniques and clear communication skills.
- Improved customer satisfaction by efficiently resolving complex issues and providing exceptional service.
Assistant Store Merchandising Manager
H&M Retail
11.2010 - 10.2011
- Led merchandising initiatives to optimize product placement and visual presentation.
- Developed and implemented promotional strategies to enhance customer engagement and sales.
- Collaborated with cross-functional teams to streamline inventory management processes.
- Trained and mentored team members on effective merchandising techniques and best practices.
- Coordinated seasonal merchandising plans aligned with company objectives and market demands.
- Ensured compliance with brand standards through regular audits of store displays and layouts.
- Supported store operations by coordinating staff schedules, maintaining budgets, and monitoring performance metrics.
- Enhanced visual appeal of the store by designing eye-catching window displays that attracted foot traffic from passing shoppers.
- Streamlined inventory management processes for increased efficiency and reduced waste.
- Led a team of associates in executing merchandising initiatives, resulting in improved customer satisfaction rates.
- Maintained a clean, organized workspace conducive to efficient workflow among team members.
- Improved customer experience by organizing product displays based on shopper preferences and market research data.
- Optimized product placement strategies to maximize sales potential while minimizing stock shortages or overstock issues.
- Provided excellent customer service by addressing inquiries, resolving issues, and ensuring overall satisfaction with their shopping experience.
- Collaborated with store manager to identify trends and develop targeted marketing campaigns for seasonal promotions.
Accommodation Assistant
Princess Cruises Lines
08.2006 - 01.2010
- Oversee accommodation operations to ensure guest satisfaction and comfort.
- Coordinate housekeeping schedules for timely service delivery and cleanliness standards.
- Implement inventory management systems for efficient resource allocation.
- Train and mentor junior staff on best practices in accommodation services.
- Passenger Services
- Pool.
- Security.
- Public Areas.
Reservations Analyst
American Airlines
01.2005 - 08.2006
- Analyzed operational data to identify trends and support decision-making processes.
- Developed comprehensive reports on performance metrics for cross-functional teams.
- Collaborated with departments to assess and improve process efficiency initiatives.
- Utilized advanced analytics tools to enhance data accuracy and reporting capabilities.
- Passenger Services.
Card Acceptance Unit
American Express, AMEX
01.1998 - 01.2000
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Establishment services
- Monitor Establishments apply Amex Policies Terms and Conditions
Education
BBA - Business Administration
EBC
Mexico City, Mexico08-2014
Skills
- Project management
- Customer feedback analysis
- Performance metrics evaluation
- Resource allocation optimization
- Process improvement
- Reporting capabilities enhancement
- Training development
- Team mentorship
- Service delivery optimization
- Inventory management systems
- Stakeholder engagement
- Strategic decision-making
- Operational effectiveness
- Communication skills
- Problem resolution strategies
- Quality assurance
- Analytical thinking
- Team collaboration and leadership
- Attention to detail
- Decision-making
- Process improvements
- Continuous improvement
Songwriter
Songs Pop Rock Electronic Urban
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
French
Elementary (A2)
Timeline
VOA Analyst
Marriott Vacation Club
10.2020 - Current
Senior Customer Service Analyst
Allstate Corp Services
02.2017 - 08.2019
Assistant Store Merchandising Manager
H&M Retail
11.2010 - 10.2011
Accommodation Assistant
Princess Cruises Lines
08.2006 - 01.2010
Reservations Analyst
American Airlines
01.2005 - 08.2006
Card Acceptance Unit
American Express, AMEX
01.1998 - 01.2000
BBA - Business Administration
EBC