Betzaida Rivera
LMT and Digital Marketing consultant
Fajardo,Puerto Rico
Summary
A well- defined position, providing the possibilities of taking on new challenges with the opportunity for professional growth based upon performance. Utilizing my abilities developed through my education. Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
27
27
years of professional experience
Work History
Licensed Massage Therapist Lead
ROYALE BLUE HOSPITALITY LLC
Fajardo, PR
12.2023 - Current
- Collaborate with the Member Services and Operations Manager to market massage therapy services to HWC members, inpatient and outpatient departments at FHWC, and community members, focusing on expanding the massage service line.
- Perform body treatments and massages as per spa menu offerings
- Administer massages, body treatments, and other services according to professional regulatory standards and physician instructions
- Collaborate with the Member Services and Operations Manager to plan, develop, and implement massage therapy programs for HWC members, inpatient and outpatient departments, and physician groups
- Assist in marketing massage therapy services to members and the community, focusing on increasing clientele and promoting the spa services
- Provide professional and respectful treatment to all clients
- Administer therapeutic treatments based on customer requests or physician instructions
- Maintain accurate documentation of treatments provided to clients
- Manage inventory to ensure an adequate supply of massage therapy products
- Ensure compliance with Health Department codes and regulations in all massage therapy areas
Supervisor Massage Therapist Professor
National University College
FAJARDO, PR
03.2009 - 05.2024
- Educate people to become professionals with the right information and skills, therefore they can learn by practicing what they love the most and be successful in their life.
- Utilized diverse teaching methods, including lectures, presentations and class activities to deliver curriculum.
- Assisted students in achieving completion of learning objectives.
- Performed monthly inventory checks to ensure sufficient stock levels for all products.
- Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
- Utilized various modalities such as trigger point therapy, myofascial release, neuromuscular technique, hydrotherapy, reflexology, lymphatic drainage, acupressure points and energy healing techniques in treatments.
- Demonstrated knowledge of anatomy and physiology to determine appropriate massage techniques for each client's needs.
Massage Therapist Manager
El Conquistador Waldorf Astoria & SPA
FAJARDO, PR
01.2014 - 11.2017
- Responded promptly to any questions or inquiries from potential customers about services offered.
- Attended continuing education classes on a regular basis in order to stay current on best practices in the field.
- Maintained detailed documentation of all treatments provided to ensure continuity of care between sessions.
- Adhered strictly to all state laws governing massage therapy practice.
- Promoted additional services and products available at the spa in order to increase revenue stream.
- Assisted front desk staff with administrative tasks such as answering phones or taking payments from clients when needed.
- Maintained a clean and organized work environment while adhering to safety protocols.
- Managed appointments through scheduling software systems with accurate records of services rendered.
- Protected workplace culture by building relationships with team members, respecting diversity and supporting goals.
- Provided exceptional customer service, addressing any client concerns and ensuring a positive experience.
- Increased sales by providing exceptional service and maintaining positive and energetic attitude.
- Promoted health and wellness benefits of regular massage therapy through various marketing efforts.
- Managed inventory of supplies, including oils, lotions, and linens, to ensure availability for all treatments.
- Upheld strict confidentiality and privacy standards, respecting client information and personal health data.
- Managed scheduling and appointments using various software platforms to ensure efficient time management.
- Maintained clean and organized work environment, ensuring all equipment and supplies were sanitized according to health standards.
- Assisted with basic bookkeeping, filing and maintaining clients' records.
- Maintained impeccable records for business administration and financial management purposes.
- Organized and maintained full schedule of appointments with clients of different ages and physical needs.
- Restocked products and maintained treatment rooms for professional appearance and sanitization.
- Researched new products and therapy modalities to increase service offerings.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Established processes to ensure efficient workflow throughout the organization.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Created monthly reports for senior management summarizing operational performance metrics.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Provided leadership during times of organizational change or crisis situations.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Coached, mentored and trained team members in order to improve their job performance.
- Ensured compliance with regulatory requirements and industry standards.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Enforced customer service standards and resolved customer problems to uphold quality service.
Lead Massage Therapist
Golden Door Spa at El Conquistador Resort
Fajardo, PR
01.2004 - 09.2017
- To create a relaxing and unforgettable experience in a well established spa.
- Providing services in a professional manner upholding the high standards of the establishment.
- Utilizing my knowledge and skills through massage, I can give to my clients a relaxing and healing experience which will ensure repeat clientele.
Lead Massage Professor
MBTI, Recinto de Fajardo
Fajardo, PR
06.2013 - 08.2016
- Dedicated to the improvement of the teaching profession and able to provide constructive criticism and helpful solutions to other teachers without alienating or discouraging them; Possessing good observational and analytical skills and be able to offer fresh, creative solutions in difficult situations.
- Observe department members to provide solutions
- Peer coaching
- Course planning and professional development
- Evaluate and track department progress
- Communication between staff and students
Front Desk
Las Casitas Village at el Conquistador Hotel
FAJARDO, PR
08.1998 - 07.2003
- To ensure efficient and smooth operations for producing excellent feedback and guest satisfaction.
- Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services.
- Provides technical support to front desk and housekeeping staff when needed.
- As a Front Desk in Casitas Village, will act as a role model, sharing expertise and knowledge while continually inspiring the front desk associates.
- Is responsible for ensuring hotel charges are processed diligently to guest's accounts, invoices are accurate, billing instructions are verified, all necessary supporting bills and vouchers are attached for direct settlements.
- Monitors Night Audit function to ensure hotel ledgers are balanced.
- In addition to it, will ensure that all guests are satisfied when complaints arise.
- Guest Service is the number one focus in this role.
Education
Bachelor of Business Administration - Digital Marketing
AGM University
11.2025
Orthopedic Massage and Pain Management - undefined
Institute of Massage and Therapeutic Healing of Puerto Rico
01.2005
Credits in Elementary Education - Computer courses in Word, Excel, PowerPoint, Publisher, Lotus 123 etc.
University of Puerto Rico
01.1992
Facial Aesthetics - undefined
Sonage Institute
07.2019
Skills
- Customer service
- Analytical skills
- Logic skills
- Attention to detail
- Presentation skills
- Communication skills
- Bilingual
- Spanish
- English
- 5-diamond service standards philosophy
Timeline
Licensed Massage Therapist Lead
ROYALE BLUE HOSPITALITY LLC
12.2023 - Current
Massage Therapist Manager
El Conquistador Waldorf Astoria & SPA
01.2014 - 11.2017
Lead Massage Professor
MBTI, Recinto de Fajardo
06.2013 - 08.2016
Supervisor Massage Therapist Professor
National University College
03.2009 - 05.2024
Lead Massage Therapist
Golden Door Spa at El Conquistador Resort
01.2004 - 09.2017
Front Desk
Las Casitas Village at el Conquistador Hotel
08.1998 - 07.2003
Bachelor of Business Administration - Digital Marketing
AGM University
Orthopedic Massage and Pain Management - undefined
Institute of Massage and Therapeutic Healing of Puerto Rico
Credits in Elementary Education - Computer courses in Word, Excel, PowerPoint, Publisher, Lotus 123 etc.
University of Puerto Rico
Facial Aesthetics - undefined
Sonage Institute