Mikaela Sophia Victoria

I am a dedicated and results-oriented professional with a Bachelor of Science in Hotel and Restaurant Management from the Technological University of the Philippines. With extensive experience in team management, operational excellence, and human resources, I have developed a strong skill set that positions me as a valuable asset in any organization.

Currently, I serve as a Team Manager at Amazon Operation Services, where I lead a high-performing team of 20-30 associates. My role involves driving performance through tailored coaching and development plans, fostering a culture of accountability and motivation. I implement strategies to optimize efficiency and achieve business goals, conducting regular feedback sessions to ensure continuous improvement. My focus on operational excellence has led to significant enhancements in customer satisfaction and service quality.

Prior to this, I worked as a Quality Analyst at Amazon, where I conducted in-depth analyses to identify performance trends and areas for improvement. My data-driven insights contributed to the development of automated reporting systems, ensuring accuracy and accessibility of key metrics. I also played a critical role in training and onboarding new hires, equipping them with the knowledge needed to succeed in their roles.

My earlier experience as a Guest Services Officer at Shangri-La Makati honed my customer service skills. I effectively managed inquiries, reservations, and complaints, ensuring exceptional guest experiences. Collaborating with various departments allowed me to resolve issues promptly and enhance service delivery.

Additionally, as an HR Staff at Diamond Hotel Philippines, I supported employee relations and recruitment processes. I helped foster a positive work environment by addressing employee concerns and assisting in engagement initiatives.

Throughout my career, I have earned certifications such as the Lean Six Sigma White Belt and recognition for my adherence to Amazon Leadership Principles. My proficiency in Microsoft Office Suite, particularly Excel, allows me to analyze data effectively and create comprehensive reports.

In summary, my combination of leadership, analytical skills, and commitment to excellence enables me to drive operational success and enhance team performance. I am eager to leverage my expertise to contribute to organizational goals and foster a productive work environment.