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Skills

  • Training development aptitude
  • Handling high call volumes efficiently
  • Fluency in German, enabling service for international guests
  • Guest relations in high-demand environments
  • Hotel & partner booking system integration
  • POS systems expert
  • Group booking coordination
  • Sales expertise
  • Customer service excellence
  • Analytical review of guest feedback

Work Experiences

  • Ensure that customers and internal departments are properly communicated with.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Welcomed, greeted, and assisted customers, generating $13 in two years revenue in a high-traffic store.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Looked into and resolved issues with accounting, service, and delivery.

Summaries

  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Service-oriented team player with a track record of providing high-quality support in the Customer Service for 14 years.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • In-House Reservation Specialist who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Under duress, personable and professional.
  • Hardworking In-House Reservation Specialist with 16 years of telecommuting experience meeting customer needs.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Bring extensive high-call volume experience working with system consumers spanning 7 years.
  • In-House Reservation Specialist is a multi-talented In-House Reservation Specialist who is consistently rewarded for planning and operational improvements.

Accomplishments

  • Leveraged cross-selling techniques to upgrade customer reservations, driving up additional revenue by $3 per transaction.
  • Played a key role in annual revenue generation by securing bookings during seasonal high-demand periods, resulting in a 60% increase over 2018.
  • Led initiatives to upsell room types and add-on services, contributing 70% higher revenue per customer on average.
  • Achieved a monthly booking completion rate of 77%, contributing significantly to overall occupancy goals.
  • Generated over $14 in event booking revenue by tailoring group packages for high-profile business conferences at Austin.
  • Supported corporate bookings by implementing streamlined processes that reduced booking time by 23%.
  • Achieved 24% on customer satisfaction surveys by rapidly responding to guest inquiries and resolving any issues during the reservation process.
  • Created a multi-lingual guide for reservations team, boosting booking efficiency for international guests by 44%.
  • Effectively communicated booking policies and benefits to guests, which resulted in a 51% increase in customer satisfaction scores.
  • Collaborated with external partners to manage overflow bookings, preserving 85% of potential revenue during sell-out periods.

Affiliations

  • American Marketing Association
  • International Association of Administrative Professionals
  • Association for Computing Machinery
  • Hospitality Financial & Technology Professionals (HFTP)
  • Customer Service Professionals Network (CSPN)
  • Certified Travel Counselor (CTC)
  • Society of Women Engineers
  • Customer Experience Professionals Association (CXPA)
  • International Association of Professional Customer Service Representatives
  • Institute of Travel Management (ITM)

Certifications

  • Emergency Management for Hotels and Lodging - FEMA
  • CompTIA A+ Technician
  • Project Management Professional (PMP)
  • Certified Specialist in Demand Management (CSDM) - Cedar Works
  • Revenue Management for Hospitality Professionals - Brightline
  • Certified Business Travel Professional (CBTP) - Global Business Travel Association
  • Leadership for Hospitality Management Certification - method
  • Proficient in Opera Property Management System Certification - Power BI
  • Sabre Travel Network Certified - Sabre GDS
  • Certified Hospitality Supervisor (CHS) – initiative

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