Monica Zapata Reategui
Doncaster,South Yorkshire
Summary
Motivated and people-focused professional with over 30 years of customer-facing experience across hospitality, travel, events and customer service. Proven ability to lead by example, resolve issues calmly and deliver outstanding guest and customer experiences in fast-paced environments. Highly adaptable, confident dealing with diverse customers and skilled in complaint handling and day-to-day operations. Currently seeking a customer-facing supervisor or manager position where I can use my communication skills, leadership ability and customer-focused approach to enhance service standards and team results.
Overview
2
2
Languages
1
1
Certification
37
37
years of professional experience
Work History
Food & Beverage Operational Assistant
Saltmarshe Hall
Goole, South Yorkshire
01.2025 - Current
- Delivered exceptional guest service for weddings, events and dining
- Assisted with front-of-house supervision during busy functions
- Maintained safe hygiene and food handling standards for full compliance.
- Directed staff in daily work assignments to help each achieve goals and uphold restaurant reputation.
- Set up event rooms, table plans and décor as requested.
- Coordinated with management on seating plans during high-traffic periods.
- Resolved guest issues professionally, restoring confidence and loyalty.
- Operated POS system and processed cash/card payments
- Trained new staff on service standards and food safety.
- Established positive rapport and relationships with event guests as Brand Ambassador
- Collaborated with marketing to develop promotional strategies for new menu items, increasing sales revenue.
Customer Advisor
Direct Line Group
Doncaster, South Yorkshire
02.2018 - 12.2024
- Handled customer complaints and problem-solving with poise in stressful environments
- Helped customers feel valued and appreciated by going the extra mile to answer questions.
- Followed-up on customer interactions to provide further support.
- Built rapport with customers through courteous and professional communications.
- Built long-lasting customer relationships by providing helpful, informative and attentive customer service.
- Used outstanding communication and interpersonal skills to build positive, professional face-to-face and over-the-phone customer relationships.
- Attended regular training to enhance performance and expand knowledge.
- Handled incoming telephone calls promptly to minimise customer waiting times and enhance customer satisfaction ratings.
- Maintained up-to-date knowledge of products, services, and company policies to offer accurate information to customers.
- Adapted quickly toFCA-regulated insurance systems and processes.
- Handled complex customer enquiries in a high-volume contact centre.
- Resolved complaints and techni issues with empathy and professionalism.
- Built long-term customer relationships through clear communicatio.
- Met performance targets while maintaining high service standards.
- Supported vulnerable and distressed customers with patience and care.
- Used excellent listening skills to identify sales opportunities for product or service cross-selling
Secretary General
Ripley Department Store
Lima, Peru
10.2015 - 10.2017
- Organised meetings, travel and diaries for senior managemen.
- Coordinated corporate events and internal functions.
- Handled confidential documents with discretion, maintaining the integrity of sensitive information.
- Developed and maintained a comprehensive database of contacts, streamlining communication processes.
Croupier/Supervisor/Customer service
Royal Caribbean International
Miami, Florida
07.2005 - 09.2015
- Supervised casino floor operations and frontline staff
- Resolved disputes and customer complaints professionally.
- Trained and mentored new team mambers.
- Ensured safe, fair gaming and regulatory complianc.
- Work in a fast_paced, multicultural guest environmen.
- Greeted incoming guests with enthusiasm to promote fun, memorable and exciting experience.
Croupier
Villanova Casino
Lima, Peru
11.1999 - 05.2005
- Delivered high-quality gust service and game operatio.
- Built rapport with international customers.
- Maintained gaming standards and compliance.
- Calculated odds and received and paid-off bets on outcomes of sporting events or other interests.
Croupier
Casino Grand Hotel Miraflores
Lima, Peru
01.1998 - 09.1999
- Assisted new members with casino and general gaming advice, aiding positive customer experiences..
- Demonstrated exceptional dexterity, dealing cards with meticulous precision and efficiency.
- Maintained game efficiency and integrity to consistently meet positive casino service expectations.
Flight Attendant
AeroContinente Airline
Lima, Peru
11.1995 - 11.1997
- Ensured passenger safety and compliance with aviation regulations.
- Managed conflicts and reassured passengers during disruption..
- Inspected interior of aircraft before, during and after flights to ensure proper stowing of emergency equipment.
- Delivered professional inflight customer service
Flight Attendant
Faucett Airline
Lima, Peru
11.1993 - 10.1995
- Pleasantly greeted passengers as they entered the aircraft and showed them where their seats were located.
- Comforted and provided reassurance to passengers during unforeseen or stressful events, such as flight turbulence and flight delays..
- Demonstrated and clearly explained safety processes and emergency procedures to passengers before take-off..
- be a good communicator, safety-focused, service-minded and highly flexible in my duties and schedule.
Travel Agent
Union Tours travel Agency
Lima, Peru
02.1990 - 10.1993
- Arranged tailored travel packages to align with customer needs and budgets.
- Built a loyal client base through exceptional service and communication.
- Efficiently resolved booking issues and complaints, minimizing inconvenience
- Took payments via credit and debit cards and handled all sensitive information with professionalism and discretion.
Education
Higher National Diploma - English Language
Peruvian Catholic Institute of Languages
01-1994
Higher National Diploma - commercial Aviation
Challenger Academy
01-1991
GCSEs - Math, English, Spanish, Biology, Geography, History, Chemistry and Physics
Hans Christian Andersen School
01-1987
Skills
- Customer service & guess experience
- Team leadership & staff support
- Complaint handling & conflict resolution
- Front-of-house operations
- Events & wedding support coordination
- Communication & active listening
- Training and mentoring new staff
- Problem Solving under pressure
- Health & safety awareness
- Multicultural Communication
- IT systems & fast learning ability
Languages
Spanish
First Language
English
Proficient
C2
Certification
- Diploma of Fine Patisserie - Cordon Bleu
- I studied the complete 5 modules. Chocolatier, Commercial Patisserie, French Patisserie, International Patisserie and Catering Patisserie.
baking
- I like to bake and have since taking several courses to improve my understanding of the technical and practical side of baking cakes and their decoration.
Additional Experience
- Owner & Baker - Sugar & Spice
- Self-employed
- Operate a home-based baking business specialising in custom cakes and desserts.
- Manage orders, pricing, inventory customer relationships.
- Built and maintained a loyal customer base through social media marketing on Facebook, Instagram, and TikTok.
- Developed strong communication, organization, and time management skills through client interaction and order fulfillment.
Timeline
Food & Beverage Operational Assistant
Saltmarshe Hall
01.2025 - Current
Customer Advisor
Direct Line Group
02.2018 - 12.2024
Secretary General
Ripley Department Store
10.2015 - 10.2017
Croupier/Supervisor/Customer service
Royal Caribbean International
07.2005 - 09.2015
Croupier
Villanova Casino
11.1999 - 05.2005
Croupier
Casino Grand Hotel Miraflores
01.1998 - 09.1999
Flight Attendant
AeroContinente Airline
11.1995 - 11.1997
Flight Attendant
Faucett Airline
11.1993 - 10.1995
Travel Agent
Union Tours travel Agency
02.1990 - 10.1993
Higher National Diploma - English Language
Peruvian Catholic Institute of Languages
Higher National Diploma - commercial Aviation
Challenger Academy
GCSEs - Math, English, Spanish, Biology, Geography, History, Chemistry and Physics
Hans Christian Andersen School