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Skills

  • Crisis management techniques
  • Service Quality Improvement
  • Adaptability in Fast-paced Environments
  • Route dispatch
  • Receiving support
  • Event coordination and scheduling
  • Key holder experience
  • Money handling abilities
  • CRM
  • Recordkeeping strengths

Work Experiences

  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Provided ongoing guest service, which included SAP recommendations.
  • Kept the initiative and standard areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Handled over 12 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Kept up to date on product and service changes.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Educated employees on company procedures and services.
  • Facilitated framework orders and ensured that they were completed accurately in order to meet tight deadlines.

Summaries

  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Guest Experience Coordinator with 9 years of experience in dealing with customer requests and concerns.
  • Guest Experience Coordinator with 3 years of successful risk assessment and data analysis experience.
  • Motivated to keep customers happy and contribute to the company's success.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 18 years.
  • Power BI expert with experience in performance reporting services.
  • Workday expert with 18 years of experience in related roles.
  • Worker with a strong understanding of system organization and program product issues.
  • Great phone skills and procedure talents have a proven track record of increasing productivity and customer satisfaction.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Collaborated with marketing to redesign guest communications, increasing event bookings by 30% in 2015.
  • Documented and resolved category which led to process.
  • Monitored online reviews and social media feedback, improving hotel’s online reputation score by 6 points over 10 months.
  • Collaborated with team of 18 in the development of framework.
  • Created and launched a VIP loyalty program that contributed to a 56% year-over-year increase in repeat guests.
  • Collaborated with HR to design ongoing hospitality training for staff, aligned with industry best practices, increasing service consistency by 78%.
  • Facilitated large group check-ins for convention guests, ensuring smooth handling of 2 attendees with minimal wait times.
  • Researched and implemented CRM upgrades that resulted in 79% enhanced guest data tracking and personalization.
  • Formulated and executed incentive programs for staff, directly leading to a 48% improvement in guest feedback ratings.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • National Association of Hotel Operations Executives (NAHOE)
  • International Association of Professional Hospitality Managers (IAPHM)
  • American Marketing Association
  • Women in Hospitality and Tourism International (WHTI)
  • International Customer Service Association (ICSA)
  • Project Management Institute
  • Customer Experience Professionals Association (CXPA)
  • Jaycees
  • Lions Club
  • Society for Human Resource Management (SHRM)

Certifications

  • CompTIA A+ Technician
  • Google Certified Professional Cloud Architect
  • Certified Front Desk Representative (CFDR) – American Hotel & Lodging Educational Institute
  • Certified in Hotel Industry Analytics (CHIA) - STR Global
  • Microsoft Certified Systems Engineer (MCSE)
  • Emotional Intelligence Training Certification - Lakeside Partners
  • Certified Guest Room Attendant (CGRA) - method
  • Certified Business Analysis Professional (CBAP)
  • Google Analytics Certification - Google
  • Certified Rooms Division Executive (CRDE) – system

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