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Skills

  • Data collection and analysis
  • Bilingual program/initiative Communication
  • Budgeting
  • Customer service dispute resolution
  • Multitasking in high-pressure environments
  • Cost-saving strategies in daily operations
  • Guest check-in process enhancement
  • Process improvement
  • Customer satisfaction improvement
  • Business Planning

Work Experiences

  • Achieved a 16% improvement in Net Promoter Score (NPS).
  • Devised, implemented, and tracked processes to improve long-term business success and profit margins by 6%.
  • Manufacturing service agreements and quality standards were negotiated by me.
  • Led an overhaul of the company's best practices, which resulted in significantly higher employee retention rates and a top-ranking as an industry leader.
  • Oversaw a group of 7 initiative associates who dealt with the department's daily and complex requirements.
  • Audited internal processes frequently to ensure Scrum Master compliance, decreasing incidents of procedural violations by 51%.
  • Achieved a 81% rise in customer satisfaction.
  • Created standard and framework reports on a regular basis to evaluate performance, adjust strategies, and keep operations agile and sustainable.
  • Created budgets and prepared quotes for new products and services.
  • Aligned with sustainability goals.

Summaries

  • Mentoring and challenging team members to meet and exceed company goals is something I'm passionate about.
  • Results-driven, decisive leader who knows how to build profitable relationships with key partners, vendors, and clients.
  • Clear understanding of quality assurance and data analysis as well as cross-functional collaboration training.
  • Motivated metric manager with a track record of best practices and operations in the Miscellaneous.
  • Bringing 8 years of industry experience to Harbor & Co., and ready to take on a challenging, growth-oriented role.
  • Leader with an organized nature and an analytical problem-solving approach who is goal-oriented and enterprising.
  • Professional with over 8 years of experience as a manager for a $10 several months revenue-generating company.
  • Results-oriented, goal-oriented, and looking to apply my experience to the role of Desk Supervisor.
  • Costs were consistently reduced while profits were increased.
  • Strong motivation combined with outstanding interpersonal, communication, and team-building abilities.

Accomplishments

  • Organized professional development activities for team members, resulting in department-wide certifications in Lean and enhancing service capabilities.
  • Designed personalized customer service protocols, leading to a 80% increase in repeat visitors and greater customer loyalty.
  • Implemented workflow automation tools to streamline desk management activities, resulting in a 74% reduction in manual errors.
  • Documented and resolved initiative which led to process.
  • Led eco-friendly initiatives by shifting to green procurement practices, resulting in a $230,000 reduction in operational costs annually.
  • Implemented a scheduling system that balanced team workloads more efficiently, decreasing downtime and reducing burnout rates by 78%.
  • Nominated for Top Performer for enhancing operational workflows that directly led to an increase in team member engagement and productivity.
  • Developed and implemented a system for instantly addressing desk ticket requests, reducing average resolution times by 39%.
  • Brought client churn down by 32% through the effective resolution of common customer complaints within 18 months of receiving them.
  • Reduced downtime by 26% through collaboration with IT to resolve technical issues, leading to uninterrupted desk operations.

Affiliations

  • Local Chamber of Commerce – Hospitality Sector Committee
  • Society of Human Resources Management (SHRM), focused on frontline employee management
  • International Association of Administrative Professionals (IAAP)
  • American Society of Safety Professionals
  • Jaycees
  • Association of Hotel Reception Managers
  • National Association of Hotel & Lodging Managers
  • Hospitality Financial and Technology Professionals (HFTP) for desk workflow automation
  • American Medical Informatics Association
  • American Society of Administrative Professionals (ASAP)

Certifications

  • Hazard Communication (HazCom) Certification by OSHA – 2015
  • Cisco Certified Network Associate (CCNA)
  • Certified Public Accountant
  • Managing Front Office Operations Certification by American Hotel & Lodging Educational Institute
  • Certified in Hotel Industry Analytics (CHIA) by American Hotel & Lodging Educational Institute
  • Microsoft Office Specialist (MOS) in Tableau – 2022
  • Six Sigma Green Belt Certification by Lakeside Partners 2020
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA A+ Technician
  • First Aid/CPR Certified

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