Laura Torres Rojas
Profile
Technical Specialist with 2 years of experience in the BPO sector
specializing in the development of low-code automation projects to
transform customer needs into innovative solutions. With a 9-year track
record in the hospitality industry, my professional focus has been
channeled towards the management of exceptional guest experiences.
Education
Personal details
Laura Torres Rojas
lauratorresrojas19@gmail.
com-
Cra 78p # 54A 00 sur
linkedin.com/in/laura-torresrojas-73a5661a4
Skills
PMS Zeus & Integrations
Microsoft Suite Focus in
Excel & Google Suite.
My SQL
Power BI
Languages
English
Qualities
Self-learning
Creativity and Innovation
Flexibility and Adaptability
Analytical Thinking
Teamwork
Business administration
Universidad Militar Nueva Granada
On Hold
Hospitality technician
SENA
Tecnólogo en Gestión Hotelera
Jan 2016 - Nov 2016
Mar 2011 - Sep 2012
Employment
Technical Specialist InnovationNov 2022 - Present
Supernumerario
Teleperformance
Creation of task automations executed in environments such as
Excel, Google Sheets, and Google Docs.
Development of automation projects using App Script in conjunction
with HTML.
Generation of reports and dashboards in Salesforce for data
collection and analysis to determine operational solutions.
Generation of reports and analysis in Looker Studio.
Execution of each project phase, providing support to operations
during implementation and overseeing the entire process.
Communication with department heads to clarify doubts on both
sides, collaborative efforts to optimize data collection sources.
Brainstorming for the creation of new projects.
Management and execution of the delivery schedule.
Self-learning of new automation tools.
Customer Service Representative
Sep 2021 - Nov 2022
Teleperformance
Bilingual phone assistance for US & CA resident clients.
Temporary trainer for new agents on the line.
Floor support for operations & training agents.
Front Desk Supervisor
Oct 2019 - Sep 2021
Hilton Bogota
Supervision of the Front Desk team (Bellboys, Reception, Concierge)
Leading goal achievement, standards adherence, and chain
procedures, ensuring execution during each shift.
Leading the Night Audits processes
Assisting the team in Check-in, Check-out processes, and reservation
reviews.
Front Desk Recepcionist
Jul 2018 - Oct 2019
JW Marriott Bogota, Bogotá
Guest's check-in and check-out processes according to standards.
Assist guests in resolving inquiries, complaints, and concerns. Adhere
to brand standards.
Review reservations for the day, ensuring all information is accurate
and clear.
Generate enrollments for the Marriott Bonvoy program.
Head of Operations
Apr 2013 - Apr 2018
Hoteles Confort 80, Bogotá
Inventory management using the Zeus system.
Management of OTAs & channel manager.
Creation of the hotel's website along with an internal website for
employees.
.Coordinating the operation of hotel departments and collaborating
with each department's teams to optimize and develop processes.
Implementation of the NTS-TS 002 Touristic Sustainability Standard.
Development of profiles for each position through the creation of
processes and procedures.
Courses
Javascript for Beginners
Coursera Network
Jun 2023
Predictive Models with Machine Learning
Universidad de los Andes - Coursera
Jun 2023
Consulting Presentations and Storytelling
Emory University - Goizueta Business School - Coursera
May 2023
Intermediate to Advanced Excel
CET Colsubsidio
Mar 2023
Google Sheets Advance
A2 Capacitación - Online
Mar 2023
My SQL
A2 Capacitacion - Online
Sep 2022
Data Analysis & Big Data
CET Colsubsidio
Sep 2021
Internships
Internship SENA
Sep 2012 - Apr 2013
Hoteles Confort 80, Bogotá
Supervising control in the maintenance, housekeeping, and other
operational areas to ensure process execution.
Adherence to maintenance schedules for both hotels.
Providing support in the Front Desk, reviewing accounts and
reservations, customer service, and addressing feedback and
inquiries.
