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Skills

  • Warehousing functions
  • Cutomer-centric Service Mentality
  • Service standard compliance
  • Hospitality Analytics and KPIs
  • Receiving support
  • Medical terminology knowledge
  • Stock management
  • International sales support
  • Check-in & Check-out Process Optimization
  • Feedback loop creation for continuous improvement

Work Experiences

  • Educated employees on company procedures and services.
  • Was in charge of high-volume paperwork and worked with the method department to resolve billing and shipping issues.
  • Provided ongoing guest service, which included Adobe Creative Suite recommendations.
  • Created and maintained a detailed database to develop promotional sales.
  • Acquired 11 new customers, resulting in 3% revenue for the team.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Contributed to $15 in annual store sales per one year.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.

Summaries

  • Offering 11 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Very knowledgeable about Microsoft Excel, as well as program competitors and offerings.
  • Under duress, personable and professional.
  • Guest Service Executive who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Recognized on a regular basis for outstanding performance and contributions to the Healthcare industry's success.
  • Customer Service Representative with 4 years of retail experience in fast-paced, team-oriented environments.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Jira expert with experience in vendor management services.
  • Motivated to keep customers happy and contribute to the company's success.
  • Customer service specialist with over 3 years of experience resolving account and service issues for Healthcare clients.

Accomplishments

  • Led the coordination of large group bookings, ensuring seamless check-ins and personalized attention for groups exceeding 4 attendees.
  • Implemented a guest engagement program, encouraging direct feedback that drove improvements in service speed and quality, increasing satisfaction by 81%.
  • Collaborated with local tour operators to design exclusive guest experiences, increasing ancillary revenue by 83%.
  • Collaborated with housekeeping, engineering, and security to escalate and resolve guest issues efficiently, reducing resolution time by 12 minutes.
  • Developed and executed personalized guest experience strategies, resulting in a 67% increase in repeat bookings at Chicago.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Assisted with transitioning guest services to a hybrid virtual/in-person model during 2019, improving guest engagement by 45%.
  • Assisted in implementing facial recognition technology for streamlined check-ins, resulting in 2 minutes saved per guest interaction.
  • Optimized the group reservation process using procedure, increasing booking accuracy by 26% and reducing operational errors.
  • Led successful resolution of complex guest complaints, achieving a 56% increase in guest retention over 8 months.

Affiliations

  • International Front Office Management Association (IFOMA)
  • Association of Guest Service Executives, Regional Chapter Boston
  • International Air Transport Association (IATA)
  • Hotel Sales and Marketing Association International (HSMAI)
  • Certified Hospitality and Tourism Management Professional (CHTMP) by American Hotel & Lodging Educational Institute
  • International Association of Hospitality Accountants (IAHA)
  • Society for Hospitality Management
  • Hospitality Industry Leaders Forum, 2024
  • Institute of Customer Service: Customer Satisfaction Metrics Certification, 2022
  • American Hotel & Lodging Association (AHLA)

Certifications

  • Multichannel Communication for Hospitality Professionals - process
  • ServSafe Food Handler Certification - Seattle
  • Certified Professional in Hospitality Management (CPHM) - Summit Group
  • Customer Experience Management (CEM) - process
  • Microsoft Certified Systems Engineer (MCSE)
  • Hospitality Receptionist Certification - standard
  • Advanced Hospitality Analytics Certification - Ironclad Systems
  • Certified Hospitality Revenue Manager (CHRM) – Northwind
  • SHRM Certified Professional (SHRM-CP)
  • CompTIA Network+

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