NIKAURY VALVERDE
HYATT ZILARA ZIVA CAP CANA
La Altagracia
1
Certification
6
years of post-secondary education
11
Years of experience
Results-driven Learning and Development professional with expertise in training needs assessment, customized learning material design, and effective training delivery. Skilled in language proficiency assessment and employee engagement within hospitality, with strengths in cross-functional coordination, quality assurance, and operational reporting.
Work History
Language Coordinator
1 Year 10 Months- Developed lesson plans and learning materials tailored to employees' proficiency levels, job functions, and departmental needs.
- Conducted training needs assessments by gathering employee learning interests and identifying language development opportunities.
- Administered English proficiency assessments to identify employees' learning gaps and determine appropriate development areas.
- Coordinated training schedules and learning sessions with department leaders, aligning delivery with operational requirements.
- Conducted tests and learning evaluations to assess employee progress and verify knowledge acquisition.
- Identified employees with the potential to complete Career Development Plans, monitored their progress, and recommended development steps to support readiness for future vacancies.
- Coordinated employee engagement initiatives and internal events across multiple departments to ensure logistical execution.
- Led coordination of the local and international internship program, including participant onboarding, accommodation, documentation, and ongoing follow-up.
Insight Agent
11 Months- Reviewed post-stay feedback across multiple platforms and responded to guest inquiries to enhance guest satisfaction and loyalty.
- Followed up on post-stay cases and coordinated with relevant departments to address complaints, service gaps, and improvement actions.
- Coordinated operational area audit visits to ensure compliance with company quality standards and drive service excellence.
- Followed up on post-stay cases and collaborated with relevant departments to resolve complaints and implement service improvement actions.
Workforce Analyst, Scheduler & Planner
6 Years- Advanced through workforce analysis, scheduling, and operational planning roles in high-volume customer service environment to enhance operational efficiency.
- Prepared workforce reports and monitored operational performance indicators to support staffing decisions and day-to-day operations.
- Developed workforce reports and monitored operational performance indicators to inform staffing decisions and optimize day-to-day operations.
Customer Service Representative
2 Years- Resolved customer inquiries and complaints, documented interactions, and delivered effective solutions in fast-paced service environment.
- Answered inbound customer calls using ALORICA call center scripts and service standards.
- Resolved billing questions and account issues through CRM case notes.
- Documented customer interactions in ticketing systems with accurate service details.
Education
B.A. - Modern Languages
Skills
Training Needs Assessment (TNA) Support
Learning Content Development
Lesson Planning
Learning evaluation
Skills Gap Identification
Talent Development
Training Planning & Scheduling
Internship Program Coordination
Employee Engagement
Cross-Functional Coordination
Quality Audits
Data analysis
Language Facilitation
Certification
- INFOTEP: Leadership & Supervision (2022)
- Advanced Excel
- Complaint Handling
- Emotional Intelligence
- Effective Delegation
- Microsoft Outlook (2025)
- 5S Methodology (2026)
LANGUAGES
Native spanish speaker
Advanced English speaker
Currently studying french
Timeline
Language Coordinator
HYATT ZILARA ZIVA CAP CANA
01.2025 - CurrentRead More
Insight Agent
MELIA HOTELS INTERNATIONAL
02.2024 - 01.2025Read More
Universidad Autónoma De Santo Domingo (UASD)
B.A. from Modern Languages
09.2020 - 11.2026Read More
Workforce Analyst, Scheduler & Planner
ALORICA
01.2018 - 01.2024Read More
Customer Service Representative
ALORICA
01.2016 - 01.2018Read More