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Skills

  • Public relations
  • Event coordination
  • Employee performance reviews
  • CCTV
  • Human resources best practices
  • Team leadership and supervision
  • Change Management
  • Business operations
  • Insurance billing
  • Customer service

Work Experiences

  • Improved productivity initiatives, account management, itinerary coordination, and client/leadership appointment scheduling.
  • Provided constructive feedback and mentored new employees on budget management and cross-functional collaboration to help them better understand their job responsibilities.
  • Achieved results in 6 months.
  • Achieved a 76% increase in positive reviews.
  • Achieved high client retention.
  • Checked financial bookkeeping for accuracy and compliance, resolving any discrepancies that were discovered.
  • Communicated effectively with a variety of departments, including procedure and program, by using active listening, open-ended questioning, and appropriate response skills.
  • Created professional letters, presentations, and spreadsheets that were free of errors.
  • Achieved a 10% reduction in scheduling errors.
  • Hired and recruited highly talented individuals who brought risk assessment and stakeholder engagement to the department, resulting in increased team efficiency.

Summaries

  • Communicative and team-oriented, with HubSpot expertise.
  • Flexible and dedicated team player with workflow optimization and performance reporting expertise.
  • Dependable and meticulous, with the ability to manage a variety of tasks and priorities.
  • Initiative, method, and framework are all available.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • Japanese and German are both fluent.
  • Front Office Team Lead with quality assurance and process improvement abilities.
  • Expert in system with a strong aptitude for spearheaded and streamlined.
  • Adobe Creative Suite and Jira experts with exceptional interpersonal skills.
  • Multilingual and fluent in German and Japanese, with a strong grasp of cultural differences.

Accomplishments

  • Implemented customer feedback analysis processes that identified key service areas for improvement, leading to a satisfaction rating increase of 24%.
  • Improved front office team productivity by developing a task prioritization system, reducing work-backlogs by 48% in one year.
  • Created personalized onboarding programs for new hires, decreasing training times by 7% while ensuring quality service.
  • Implemented crisis management protocols that reduced unplanned customer service disruptions, contributing to 10% improvement in consistent service delivery.
  • Resolved customer escalations by developing tailored conflict resolution protocols, reducing customer complaints by 81% over the past year.
  • Coordinated cross-departmental communication in Raleigh, minimizing task duplication by 81% and ensuring more cohesive workflows.
  • Developed metrics to track the efficacy of front office operations, resulting in a 66% improvement in customer retention over 18 months.
  • Reviewed and improved vendor contracts resulting in 62% savings on operational supplies and improved service response times.
  • Implemented workplace morale initiatives through recognition programs, increasing employee engagement scores by 81%.
  • Ensured regulatory and compliance standards were met, contributing to a 61% error-free rating during procedure audit.

Affiliations

  • Certified Hotel Receptionist Level 1 & 2 issued by Cedar Works in 2023
  • Active Participation, American Society of Administrative Professionals (ASAP) 2015 - Present
  • Affiliate, International Association of Administrative Professionals (IAAP) 2019 - Present
  • Certification in Reception Management Systems from category in 2019
  • Certified Hotel Industry Analyst (CHIA) through the Hospitality Industry Professional Association
  • Certification in Customer Experience Management from program 2024
  • Alumni, Front Office Leadership Program from framework
  • Board Member, Hotel Managers Network Group since 2018
  • Certified Customer Service Leader (CCSL) through the International Customer Service Association (ICSA)
  • Active Contributor, Reception Desk Professionals Forum

Certifications

  • Leadership in Hospitality Management Certification - Meridian 2017
  • Calendaring & Scheduling Excellence Certification - SAP
  • SHRM Certified Professional (SHRM-CP)
  • Project Management in Hospitality Certification (PMHC) - Summit Group
  • First Aid/CPR
  • Certified Guest Service Professional (CGSP, Lakeside Partners, 2022)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Manager of Hotel Administration – Lakeside Partners 2022
  • Certified Hospitality Technology Professional (CHTP) - Hospitality Financial and Technology Professionals
  • Cross-Departmental Hospitality Operations Certificate - Beacon Labs

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