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Marlenny H.

Administration , Construction , Customer Success , Operations

call   (214) GO-RELAY / (214) 467-3529

email   Careers@RelayHumanCloud.com

home   San Pedro Sula, Honduras


SKILLS

  • Microsoft Teams
  • Slack
  • Google Workspace
  • Jira
  • Microsoft Office Suite
  • Power BI
  • Amazon Web Services
  • Variant
  • Notion

EDUCATION

Bachelor’s Degree in Communication and Advertising

San Pedro Sula University


Extraverted Introverted Intuitive Observant Thinking Feeling Judging Prospecting

PROFESSIONAL SUMMARY

Administrative Assistant with solid experience supporting hospitality operations through quality oversight, reporting, and cross-functional coordination. Skilled in managing administrative processes, preparing performance reports, handling client communications, and supporting invoicing and documentation workflows. Proficient in tools such as Excel, Power BI, AWS, Variant, JIRA, Slack, and Google Workspace to ensure accurate data management and operational efficiency. Brings strong organizational skills, attention to detail, and a service-oriented mindset that contributes to improved team performance, streamlined processes, and an enhanced guest experience across local and international teams.

PROFESSIONAL EXPERIENCE

Jr. Quality Control Manager

Allied Global | San Pedro Sula, Honduras l May 2023 - Oct 2025

  • Oversaw quality assurance strategies for both local and international hospitality support teams.
  • Monitored service standards to ensure consistent guest experience across multiple locations and markets.
  • Evaluated agent performance through regular quality audits and feedback sessions.
  • Implemented continuous improvement initiatives to enhance service delivery and customer satisfaction.
  • Standardized quality guidelines and evaluation criteria across teams to ensure alignment with brand expectations.
  • Trained and coached team members on quality standards, procedures, and best practices.
  • Analyzed quality metrics and prepared reports to identify trends and areas for improvement.
  • Collaborated with operations and training teams to address performance gaps and reinforce service excellence.
  • Supported the development of action plans to improve overall service quality and operational efficiency.

Quality Control Supervisor

Allied Global | San Pedro Sula, Honduras l Sep 2021 - Apr 2023

  • Presented hospitality account performance results and quality metrics to the operations team and client stakeholders on a regular basis.
  • Designed, implemented, and monitored action plans with the operations team to improve service quality and guest experience outcomes.
  • Managed administrative processes related to quality operations, including bonus reports and invoice processing with hospitality clients.
  • Led and documented disciplinary processes for agents and Quality Analysts to ensure adherence to hospitality service standards.
  • Conducted service evaluations and performance tracking using Variant and Amazon Web Services (AWS).
  • Maintained, organized, and updated operational and quality reports using Google Sheets, Microsoft Office, and Notion.
  • Ensured accurate documentation and reporting to support quality assurance, compliance, and client satisfaction within the hospitality account.

Quality Analyst

Allied Global | San Pedro Sula, Honduras l Dec 2020 - Sep 2021

  • Managed client data and analytics processes using Amazon Web Services (AWS) to ensure accurate data handling and accessibility.
  • Utilized Variant as an analytics platform to evaluate, interpret, and develop actionable insights from client data.
  • Built interactive dashboards in Power BI to visualize data and support decision-making.
  • Coordinated communication between the call center team and the client through Slack to ensure alignment and timely updates.
  • Worked with client-provided tools and systems to maintain data consistency and reporting accuracy.

Sales Advisor and Customer Service (Hospitality Industry)

Allied Global | San Pedro Sula, Honduras l Mar 2017 - Nov 2020

  • Assisted customers with hotel bookings and travel-related inquiries through inbound and outbound sales interactions.
  • Promoted  hospitality services, effectively upselling and cross-selling to maximize revenue opportunities.
  • Delivered exceptional customer service while meeting and exceeding sales targets and performance metrics.
  • Handled customer objections professionally and provided tailored solutions based on client needs.
  • Accurately documented customer interactions and processed reservations in the system.
  • Maintained up-to-date knowledge of hospitality offerings, promotions, and policies to provide accurate information.