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Skills

  • Customer Relationship Management (CRM)
  • Recordkeeping strengths
  • Client Retention Initiatives
  • Conflict resolution and de-escalation
  • Professional telephone demeanor
  • Efficient high-volume guest handling
  • Cross-department collaboration
  • Warehousing functions
  • Medical terminology knowledge
  • Report preparation

Work Experiences

  • Handled over 3 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • 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.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Provided clients with basic technical support for a variety of standard company products.
  • Provided ongoing guest service, which included QuickBooks recommendations.
  • Increased the team's revenue by over $12 in sales.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.

Summaries

  • Service-oriented team player with a track record of providing high-quality support in the Food and Beverage for 6 years.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Guest Relations Specialist is a multi-talented Guest Relations Specialist who is consistently rewarded for planning and operational improvements.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate system systems is one of my specialties.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Dedicated to exceeding expectations and leading the team to success.
  • With extensive knowledge of workflow optimization and proven multitasking abilities, I am well-versed in project and time management.
  • Very knowledgeable about Salesforce, as well as initiative competitors and offerings.
  • Dedicated to learning, growing, and succeeding in Food and Beverage.

Accomplishments

  • Expertly managed guest complaints with a proven ability to de-escalate conflicts, achieving a 58% issue resolution rate.
  • Spearheaded a new guest feedback system that improved issue tracking and resolution time by 9%, conducting follow-ups to ensure guest satisfaction.
  • Boosted guest engagement by creating personalized welcome packages based on guest preferences, leading to a 49% increase in positive reviews.
  • Trained a team of 7 staff members in guest relations best practices, elevating team performance and improving efficiency by 80%.
  • Identified and addressed recurring guest issues, creating a troubleshooting guide that reduced service recovery time by 18%.
  • Helped organize and promote system at the hotel/corporate location, increasing guest participation by 40% and fostering lasting brand loyalty.
  • Developed proficiency in French to provide better support for international guests, resulting in a 15% increase in satisfaction from non-English speaking visitors.
  • Initiated a specialized guest survey program in Atlanta, collecting valuable feedback and achieving a 59% participation rate.
  • Maintained a guest satisfaction score of 10 out of 16 over the course of 2015, through personalized and high-quality service.
  • Created personalized tourist itineraries for guests, enhancing their overall experience and improving satisfaction scores in Columbus by 33%.

Affiliations

  • Active member in the International Travel & Visitor Experience Network
  • Contributing writer for the Hospitality Leaders Magazine Guest Relations Section
  • National Association of Social Workers
  • Member of the Hospitality Sales & Marketing Association International (HSMAI).
  • Lions Club
  • Participant in the Global Customer Service Professionals Network
  • Attendee of the Annual Global Guest Experience Summit
  • Affiliate of the International Spa Association (ISPA)
  • Certification in Conflict Resolution Techniques, completed through Brightline
  • Freemason

Certifications

  • Salesforce
  • Certified Public Accountant
  • Certified Passenger Service Specialist (CPSS) - Northwind
  • CompTIA A+ Technician
  • First Aid/CPR Certified
  • Certified Meeting Professional (CMP) - category
  • Microsoft Certified Systems Engineer (MCSE)
  • Leadership Excellence in Hospitality (LEH) - Austin
  • Certified in Hotel Inventory Management - Austin
  • Certified Loyalty Marketing Professional (CLMP) - framework

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