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Skills

  • Customer Retention Strategy
  • Advanced method proficiency
  • Negotiation
  • Booking conversion optimization
  • Data collection and analysis
  • Supervision
  • Client relationship management
  • Operational improvement
  • Customer feedback analysis
  • Demand forecasting

Work Experiences

  • Achieved cost savings of $13.
  • Assessed employee performance over a one year period and provided constructive feedback to help them improve.
  • Achieved Outstanding Service Award for operational excellence.
  • Achieved a 21% increase in month-over-month conversions.
  • Various events, such as tradeshows, seminars, and workshops, were used to engage prospects and customers.
  • Conducted supplier risk management assessments in order to evaluate the system program for senior management's planning purposes.
  • Created category and standard reports on a regular basis to evaluate performance, adjust strategies, and keep operations agile and sustainable.
  • Welcomed new members and established and updated memberships in Cedar Works process programs.
  • Created and managed an annual budget with effective controls to avoid overspending, reduce burn rate, and support sustainability goals.
  • Led the company to a successful product launch and growth by developing an initial product roadmap and go-to-market strategy.

Summaries

  • Strengths in forming and maintaining relationships with a wide range of stakeholders in fast-paced, dynamic environments.
  • Recognized for successfully turning around a struggling company's operations in order to achieve long-term growth.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Results-driven, decisive leader who knows how to build profitable relationships with key partners, vendors, and clients.
  • Focused on ensuring smooth financial, personnel, and operational operations.
  • Client relations, workflow optimization, and data analysis are all well-trained.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Collaborative, with a commitment to collaborating with coworkers to foster an engaged, empowering work environment.
  • Professional with over 8 years of experience as a manager for a $2 several months revenue-generating company.
  • Within Miscellaneous, senior Director of Reservations and outstanding performer in stakeholder engagement and risk assessment.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Spearheaded the revamp of the reservations management system, achieving a 47% increase in system processing speed and a more efficient backend workflow.
  • Reduced the average call handling time by 13 minutes through best practices training and new onboarding procedures.
  • Led a cross-departmental project to integrate AI-driven chatbots, decreasing customer response time by 36% and improving satisfaction scores by framework.
  • Reduced manual booking errors through the launch of an automated reservation system, saving 9 hours of labor per week.
  • Provided team leadership in the successful integration of a cloud-based reservation platform, enabling 24/7 access to real-time booking data for 15 team members.
  • Reduced guest churn by 73% through pre-arrival engagement using AI chatbots, increasing customer satisfaction rates across key demographics.
  • Established a proactive customer feedback system, contributing to a 41% increase in positive online reviews and heightened brand reputation.
  • Improved group reservation handling through software optimizations that reduced booking times by 7 minutes per inquiry.
  • Collaborated with the marketing team on seasonal promotional campaigns, leading to a 54% increase in website traffic and 27% lift in reservations.

Affiliations

  • Hotel Industry Digital Conference (HIDC)
  • Customer Experience Professionals Association (CXPA)
  • American Marketing Association
  • National Tourism Association (NTA)
  • Global Business Travel Association (GBTA)
  • Association for Computing Machinery
  • Global Association of Conference Organisers (GACO)
  • Travel Technology Association
  • Certified Professional in Catering and Events (CPCE)
  • American Resort Development Association (ARDA)

Certifications

  • Revenue Management Certification by Cornell University
  • Certified Operational Risk Management Professional (ORMP) by Global Risk Management Institute
  • Leadership in Revenue Management Certificate by eCornell
  • Certified Public Accountant (CPA)
  • Project Management Professional (PMP)
  • Certified Hotel Revenue Manager (CHRM) by ESSEC Business School 2016
  • Service Quality Management Certification by Institute of Hospitality
  • SHRM Certified Professional (SHRM-CP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA Security+

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