Summary
Overview
Work history
Education
Skills
Certification
Accomplishments
Affiliations
Languages
References
Timeline
Generic
DORIS ELIZABETH LÓPEZ

DORIS ELIZABETH LÓPEZ

VALE OF GLAMORGAN,BARRY

Summary

Bilingual customer service professional supporting IB World Schools with high-quality assistance and collaborative team support, consistently delivering strong results across key performance areas and confidently navigating service systems and procedures.

Overview

12
12
years of professional experience
4025
4025
years of post-secondary education
1
1
Certification

Work history

Service and engagement associate

International Baccalaureate
Cardiff, United Kingdom
10.2023 - Current
  • Provide accurate, bilingual customer support (English & Spanish) on broad range of IB products, systems, and services via multiple channels.
  • Delivered empathetic support, fostering trust with international stakeholders.
  • Quickly mastered new systems and internal processes for efficient service delivery.
  • Handled diverse telephone inquiries with professionalism and active listening skills.
  • Training & Onboarding: Delivered live onboarding sessions via Microsoft Teams for temporary and permanent staff, addressing queries and offering tailored support.
  • Produced detailed training documentation to assist new hires in understanding initial procedures.
  • .Apply principles from the CX Service Excellence course to proactively enhance the customer journey.
  • Work effectively with Tier 2 and specialist teams to follow up on inquiries and maintain strong cross-team coordination in support of IB World Schools.
  • Showcased excellent listening skills when interacting with customers, leading to greater understanding of their needs.

TEAM LEADER

MR VILLA'S RESTAURANT
Barry, Vale of Glamorgan
04.2023 - 07.2025
  • Conducted training for new staff to improve service standards.
  • Maintained compliance with food safety regulations.
  • Assured customer satisfaction by addressing meal and service feedback.
  • Managed service issues, resolving customer complaints effectively.
  • Monitored financial transactions and cash handling procedures.
  • Organised bookings and coordinated daily reservations.
  • Supervised all restaurant areas, including preparation for events.

SALES ADMINISTRATOR

LODGESONS LTD.
CARDIFF, UK
08.2022 - 04.2023
  • Managed sales administration and generated key documents (quotations, proforma invoices) using SAGE.
  • Supported customer communication across the UK, Europe, and Australia, including Spanish-speaking clients.
  • Provided Spanish/English translation support and liaised with internal teams to resolve inquiries.
  • Utilised MS Office, ACT, SAGE, UPS, and Transglobal to track sales activity and coordinate order logistics.

RETAIL MANAGER

ST PETERS HOSPICE
BRISTOL, UK
11.2021 - 07.2022
  • Managed product pricing and labelling activities, aligning prices with promotions and stock clearance.
  • Produced detailed Profit and Loss reports to evaluate business performance.
  • Monitored key performance indicators to foresee trends and adapt strategies accordingly.
  • Executed stock counts and inventory checks with precision.
  • Optimised shop displays using seasonal themes to boost sales initiatives.
  • Established efficient reordering procedures while addressing poor practices for process enhancement.
  • Coached new staff and volunteers on POS operations and key sales techniques, enhancing a supportive and positive workplace culture.

HOTEL RECEPTIONIST

AZTEC HOTEL & SPA
BRISTOL, UK
08.2021 - 11.2021
  • Facilitated promotion of hotel facilities and services to enhance overall customer satisfaction.
  • Coordinated with hotel reception and facilities teams to ensure guest rooms were prepared promptly and met quality standards ahead of arrivals.
  • Handled customer bookings through Opera and Expedia, ensuring smooth check-in with prepared registration cards.
  • Arrange necessary amenities using EZ Runner platform.
  • Addressed customer complaints promptly, delivering effective solutions to resolve issues.

ENGLISH/SPANISH INTERPRETER

TRANSGLOBAL LEVANTER/ PROPIO LANGUAGES
03.2020 - 07.2021
  • Executed professional translations, maintaining message integrity in high-pressure situations.
  • Streamlined communication processes between involved parties to foster clarity.
  • Managed note-taking and reporting of call issues, updating scripts for QA review.
  • Collaborated with HR during the interview process to assess the language proficiency of translation candidates.
  • Aided social workers in communicating with non-English speaking clients; improved service delivery.
  • Mediated disputes between parties speaking different languages, leading to amicable resolutions.

OPERATIONS MANAGER

THE VENUE UTILA
BAY ISLANDS, HONDURAS
05.2016 - 02.2020
  • Optimised scheduling of 15+ staff members for improved operational efficiency.
  • Developed marketing plans and strategies that contributed to sales growth.
  • Streamlined operations by creating targeted events and holiday packages.
  • Led organisational initiatives that achieved sales, profit, and partnership goals.
  • Led training for tour guides in an eco-conscious setting, focusing on sustainable practices and water safety to enhance customer experience and environmental responsibility.
  • Ensured municipal solvency was current to uphold compliance standards.
  • Represented company across Central America, Belize, and South America in strategic engagements.
  • Managed vendor relationships to ensure timely delivery of services.
  • Managed inventory efficiently to minimise stockouts and overstock situations.
  • Reduced overhead costs through efficient resource allocation and budget management.

BUSINESS DEVELOPMENT EXECUTIVE

THE VENUE UTILA
11.2015 - 05.2016
  • Implemented sustainable business practices through a course by International Organization GO BLUE- National Geographic
  • Optimised use of platforms including Booking.com, Airbnb, and TripAdvisor for effective reporting.
  • Created engaging marketing content that increased sales and visibility within travel community.
  • Organised large-scale public and private events by planning themes, budgets, and logistics.
  • Enhanced marketing materials with innovative advertising concepts to attract target audiences.
  • Engaged with industry peers at municipal conferences to enhance networking opportunities.
  • Actively contributed to the island community by leading local initiatives that supported company goals and strengthened community engagement.

TRAVEL AGENT AND SENIOR TOUR-GUIDE

THE VENUE UTILA
01.2015 - 11.2015
  • Organised guest bookings, accommodation, and custom events.
  • Managed social media and booking platforms (Airbnb, TripAdvisor, Booking.com).
  • Led water-sport tours and introduced sustainable practices supported by Marine ID and Sustainable Tourism training.
  • Ensured compliance with health and safety regulations throughout the tour duration.
  • Prepared detailed itineraries for optimal tour experiences.

PADI DIVEMASTER AND INSTRUCTOR ASSISTANT

PARROTS DIVE CENTER
BAY ISLANDS, HONDURAS
01.2014 - 03.2015
  • Assisted PADI Open Water instructors and Course Directors in training student divers.
  • Supervised upkeep of diving equipment, assuring compliance with safety regulations throughout daily activities.
  • Delivered pre-dive briefings and post-dive logbook meetings to enhance diver experience.
  • Led various group activities, including night dives and ocean clean-up events.
  • Promoted eco-conscious diving practices to support coral reef protection.
  • Interpreted for Spanish-speaking guests to improve accessibility during sessions.
  • Managed dive bookings and scheduling to optimise operational efficiency.
  • Applied first aid techniques to resolve emergency situations effectively.
  • Ensured safety of divers by conducting pre-dive briefings and equipment checks.

SALES ASSISTANT MANAGER

MUTE BY THE COLLECTION
FM, HONDURAS
03.2013 - 07.2013
  • Maximised sales opportunities by maintaining in-depth brand and product knowledge.
  • Designed attractive merchandise displays to drive customer engagement.
  • Illustrated diverse designs to align with store requirements and visual standards.
  • Executed daily cash management and banking operations securely.
  • Coordinated seasonal sales events to efficiently clear end-of-season stock.

Education

Bachelor of Science and Literature -

TECHNOLOGICAL INSTITUTE GENESIS
FM, Honduras

Dive Master -

PADI
Honduras

Skills

  • Technologically proficient
  • Collaborative team player
  • Self-motivated and goal-focused
  • Detail-oriented and organised
  • Strong multitasking and time management
  • Bilingual: fluent in English and Spanish
  • Analytical problem-solver
  • Relationship building
  • Performance excellence
  • KPI achievement

Certification

  • PADI Divemaster, 01/01/15
  • Rescue and Emergency First Responder - PADI
  • PCS International: Wedding & Event Planner
  • AGGRA Marine Life Identification
  • CX Customer service excellence

Accomplishments

  • Rostros del Cambio (Faces of Change), 01/01/19, An Award and recognition: Ecological approach to tourism by the Tourism Institute Honduran Government.
  • GO BLUE by National Geographic, 01/01/19, An Award for Sustainable Business.

Affiliations

  • Scuba Diving
  • Watersports
  • Traveling

Languages

English
Fluent
Spanish
Native

References

References available upon request.

Timeline

Service and engagement associate

International Baccalaureate
10.2023 - Current

TEAM LEADER

MR VILLA'S RESTAURANT
04.2023 - 07.2025

SALES ADMINISTRATOR

LODGESONS LTD.
08.2022 - 04.2023

RETAIL MANAGER

ST PETERS HOSPICE
11.2021 - 07.2022

HOTEL RECEPTIONIST

AZTEC HOTEL & SPA
08.2021 - 11.2021

ENGLISH/SPANISH INTERPRETER

TRANSGLOBAL LEVANTER/ PROPIO LANGUAGES
03.2020 - 07.2021

OPERATIONS MANAGER

THE VENUE UTILA
05.2016 - 02.2020

BUSINESS DEVELOPMENT EXECUTIVE

THE VENUE UTILA
11.2015 - 05.2016

TRAVEL AGENT AND SENIOR TOUR-GUIDE

THE VENUE UTILA
01.2015 - 11.2015

PADI DIVEMASTER AND INSTRUCTOR ASSISTANT

PARROTS DIVE CENTER
01.2014 - 03.2015

SALES ASSISTANT MANAGER

MUTE BY THE COLLECTION
03.2013 - 07.2013

Bachelor of Science and Literature -

TECHNOLOGICAL INSTITUTE GENESIS

Dive Master -

PADI

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DORIS ELIZABETH LÓPEZ