Frida Mora
@fridamora
I resolve bilingual customer requests accurately across luxury hospitality, call centers, and digital systems.
MexicoWhat I'm looking for
I've supported international guests at Breathless Riviera Cancún as a Food & Wine Concierge and Email & Digital Concierge, managing detailed requests, reservations, and service cases through digital systems.
I research and verify information across departments, coordinate timely solutions with internal teams, and maintain accurate documentation while following established procedures. I enjoy turning individual guest needs into personalized, accurate responses.
Previously at Amazon, I handled high-volume customer cases, resolving 85% on first contact, maintaining CSAT above 95%, and reducing AHT by 12%.
As a native Spanish speaker with advanced English, I'm now seeking AI evaluation, data annotation, and language-based AI projects where careful analysis, quality-focused work, and clear written communication matter.
Experience
Work history, roles, and key accomplishments
Food & Wine Concierge
Breathless Riviera Cancún
Jan 2024 - Dec 2026 (2 years 11 months)
Managed detailed guest information, requests, and service cases using digital systems while maintaining accurate records. Analyzed individual needs to provide personalized solutions and coordinated with international guests and internal teams.
Email & Digital Concierge
Breathless Riviera Cancún
Jan 2023 - Dec 2024 (1 year 11 months)
Handled inbound calls and assisted international guests with inquiries, reservations, and service-related issues. Researched and verified information across departments to provide accurate responses and resolve complex requests.
Supported customers in a high-volume call center, analyzing account, order, and service information to identify appropriate solutions. Resolved 85% of cases on first contact and maintained CSAT above 95% while reducing AHT by 12%.
Receptionist
Be Grand Pedregal
Jan 2017 - Dec 2018 (1 year 11 months)
Managed inbound calls and front-desk inquiries from residents and visitors. Maintained accurate records and coordinated service requests with internal departments.
Education
Degrees, certifications, and relevant coursework
ONSOM
Professional Sommelier, Sommelier
2025 - 2026
Completed the Professional Sommelier program.
Universidad Autónoma Metropolitana
Bachelor of Science, Chemical Engineering
2019 - 2022
Completed 5 of 9 semesters of Chemical Engineering program.
Tech stack
Software and tools used professionally
Availability
Location
MexicoAuthorized to work in
Job categories
Skills
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