Orlando N.

About

With a robust educational background in Immigration and Citizenship Law from Queen's University and Global Hospitality Business Development from Seneca Polytechnic, I have cultivated a diverse career in leadership and support roles. At TouchBistro, I excelled as a BPO Lead, Interim Manager, and Senior Team Lead, where I enhanced team performance, optimized processes, and improved customer satisfaction. My tenure at Orlando Management AG as Support Manager E-commerce showcased my ability to drive operational efficiencies, resulting in significant cost savings and improved compliance. Fluent in Spanish, I have a proven track record in managing cross-functional teams, implementing data-driven strategies, and fostering client relationships. My expertise in hospitality management and legal studies uniquely positions me to navigate complex challenges and deliver impactful solutions.

Experience

• BPO Lead · TouchBistro01-01-2024 – 09-01-2024

  - Team Leadership: Directed a global team of BPO product support in APAC - Performance Optimization: Improved team performance by 25% within six months through real-time coaching and career planning. - Customer Advocacy: Increased client referrals by 30% by nurturing client relationships. - Process Improvement: Reduced escalations by 20% and improved customer satisfaction by 25% through effective remediation plans.

• Interim Manager Professional Services · TouchBistro06-01-2023 – 12-01-2023

  - Team Leadership & Performance Optimization: Directed a team of Implementation Consultants and Facilitators, leveraging real-time coaching and career planning resulting in a 25% improvement in team performance within six months. - Onboarding Enhancement: Collaborated cross-functionally to develop enhanced onboarding processes, reducing onboarding time by 40% and boosting new hire proficiency by 20%. - Data-Driven Strategies: Increased project success rates by 15% through targeted coaching and tooling enhancements based on data analysis.

• Senior Team Lead Product Support · TouchBistro06-01-2021 – 06-01-2023

  Reporting directly to the Senior Manager of Product Support, I have successfully led a team of proficient product support technicians, managing escalations, refining assessment processes, and overseeing new member onboarding, resulting in heightened customer satisfaction and increased advocate-driven lead generation. - Operational Excellence: Managed a team of 15 support agents, achieving a 20% increase in operational efficiency. - Employee Engagement: Reduced employee turnover by 25% through systematic one-on-one sessions and mentorship. - Innovation: Implemented Salesforce Voice dashboards, improving issue resolution time by 55%.

• Bilingual (Spanish) Product Support Technician · TouchBistro04-01-2020 – 05-01-2021

  As a Bilingual (Spanish) Product Support Technician, provided technical support to Spanish-speaking clients, ensuring effective communication and resolution of issues, contributing to overall customer satisfaction.

• Support Manager E-commerce · Orlando Management AG04-01-2020 – 04-01-2021

  Reported to the Director of E-commerce, providing consulting solutions for hospitality clients, including market research, social media strategy, and branding. Clients include GBTA Orlando Florida & CTM Corporate US Travel. Key Achievements include: • Successfully identified and implemented operational efficiencies resulting in a cost savings of over $500K annually. • Designed and implemented new processes that supported the introduction of a new travel program, resulting in a 30% increase in program utilization. • Ensured compliance with travel and meeting policies and standards, resulting in a 25% decrease in policy violations. • Managed vendor relationships and negotiated service level agreements, resulting in an average cost savings of 15% across all vendors. • Initiated and monitored progress on action items, resulting in a 50% reduction in employee complaints related to travel and meeting programs. • Led key meetings with travel management companies, corporate card providers, and expense and meetings management technology providers, resulting in improved service and cost savings. • Successfully managed vendor billing process to ensure timely payments, resulting in a 95% on-time payment rate. • Collaborated with the sourcing group to ensure business requirements were met while contracting new vendors or renewing incumbent contracts, resulting in better vendor selection and cost savings.

Education

• Queen's UniversityPostgraduate Degree, Immigration and Citizenship Law, Law and Legal Studies
• Seneca PolytechnicPostgraduate Degree - Global Hospitality Business Development, Hospitality Administration/Management
• Seneca PolytechnicTourism Operations, Tourism and Travel Services Management

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