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Skills

  • Actionable insight generation
  • Order fulfillment
  • Data-driven guest service improvements
  • Cross-functional team collaboration
  • Data entry
  • Receiving support
  • Efficiency in handling high-priority requests
  • Enhanced guest retention methods
  • Retail store support
  • Key stakeholder relationship building

Work Experiences

  • Used a POS system to itemize and total the purchases of 12 customers.
  • Acquired 11 new customers, resulting in 8% revenue for the team.
  • Processed 9 invoices and mailed documentation to clients each one year.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Averaged 8 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Increased the team's revenue by over $15 in sales.

Summaries

  • Guest Care Specialist with 8 years of successful performance reporting and strategic planning experience.
  • Hardworking Guest Care Specialist with 8 years of telecommuting experience meeting customer needs.
  • Dedicated to meeting and exceeding process objectives through effective communication and procedure abilities.
  • Customer service specialist with over 15 years of experience resolving account and service issues for Food and Beverage clients.
  • Clear understanding of client relations and workflow optimization as well as stakeholder engagement training.
  • Adobe Creative Suite expert with experience in quality assurance services.
  • Guest Care Specialist proactive with experience in providing support and resolving customer complaints.
  • Offering 7 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Customer Service Representative with 7 years of retail experience in fast-paced, team-oriented environments.
  • Costs were consistently reduced while profits were increased.

Accomplishments

  • Managed multiple guest interactions at once, consistently achieving response time standards and improving multi-tasking efficiency.
  • Developed and maintained strong guest relationships, providing personalized service that resulted in a 59% increase in repeat bookings.
  • Directed comprehensive service recovery strategies that led to a 48% increase in guest loyalty following resolved issues.
  • Utilized SAP to manage all guest requests efficiently, reducing miscommunications and missed requests by 82%.
  • Improved team response time to guest grievances by centralizing communications and setting/refining KPIs, boosting satisfaction by 75% points.
  • Identified and resolved bottlenecks in the guest inquiry process, decreasing wait time by 14 minutes on average.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with marketing teams to tailor VIP guest experiences based on behavioral data, increasing guest loyalty by 83%.
  • Tracked and recorded guest preferences through CRM tools, immediately boosting guest satisfaction by 60%.
  • Proactively addressed guest inquiries and escalations, reducing negative feedback incidents by 36% over 18 months.

Affiliations

  • Society of Women Engineers
  • National Society for Minorities in Hospitality (NSMH)
  • World Travel and Tourism Council (WTTC)
  • Certified Guest Services Professional (CGSP) - American Hotel & Lodging Educational Institute (AHLEI)
  • Guest Service Gold® Certification - AHLEI
  • Convention Industry Council (CIC)
  • Institute of Customer Service
  • Hospitality Sales and Marketing Association International (HSMAI)
  • American Marketing Association
  • Jaycees

Certifications

  • Guest Service Gold® Certification – Beacon Labs
  • Certified Hospitality Sales Professional (CHSP) – American Hotel & Lodging Educational Institute
  • Certified Hospitality Revenue Manager (CHRM) - American Hotel & Lodging Educational Institute
  • Hotel and Hospitality Management Certification - category
  • CompTIA Security+
  • Hospitality Financial Leadership Certification - framework
  • CompTIA A+ Technician
  • Cisco Certified Network Associate (CCNA)
  • Time Management Expertise in Hospitality - metric
  • Certified Hospitality and Tourism Management Professional (CHTMP) - Meridian

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