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Skills

  • Complaint Escalation Management
  • Order fulfillment
  • Sales expertise
  • Guest satisfaction improvement
  • Account management
  • Warehousing functions
  • Key stakeholder relationship building
  • Hospitality staff supervision
  • Data entry
  • Check-in/check-out accuracy

Work Experiences

  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Increased the team's revenue by over $14 in sales.
  • 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.
  • Acquired 9 new customers, resulting in 11% revenue for the team.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Kept up to date on product and service changes.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Handled over 2 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.

Summaries

  • Bring extensive high-call volume experience working with initiative consumers spanning 14 years.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 14 years.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Tableau and system techniques have been taught to me.
  • Guest Relations Representative with 18 years of experience in dealing with customer requests and concerns.
  • Under duress, personable and professional.
  • With extensive experience in the process industry, I am a knowledgeable and dedicated customer service professional.
  • Customer Service Representative with 2 years of retail experience in fast-paced, team-oriented environments.
  • Motivated to keep customers happy and contribute to the company's success.

Accomplishments

  • Resolved guest issues in real-time, reducing complaints by 61% and earning praise from management and guests alike.
  • Instrumental in achieving an award-winning service ranking in Columbus by consistently delivering personalized guest relations in a high-traffic hotel.
  • Consistently ranked in the top 59% of all guest relations representatives for guest satisfaction across properties.
  • Identified leading causes of guest dissatisfaction via surveys, leading to enhancements in accommodations that improved satisfaction by 40%.
  • Developed a VIP greeting system that enhanced guest satisfaction and contributed to a 19% increase in positive guest feedback.
  • Generated 28% more revenue by identifying upselling opportunities and targeting premium services during guest inquiries.
  • Successfully managed 17 front desk personnel during high-occupancy periods, ensuring seamless guest service with minimal complaints.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Boosted hotel occupancy rates during low season by leveraging upselling techniques, raising daily room bookings by 80% over a 7 months-month period.
  • Utilized SAP to track guest preferences and personalize services, improving loyalty program retention by 65%.

Affiliations

  • National Front Desk Managers Forum
  • Data-Driven Service Excellence Alliance
  • National Society of Leadership and Success (NSLS)
  • Jaycees
  • Toastmasters
  • National Concierge Association (NCA)
  • Certified Guest Service Professional (CGSP) through AHLEI
  • American Medical Informatics Association
  • Society of Hotel Front Office Management
  • Women in Hospitality Industry Leadership (WIHIL)

Certifications

  • Guest Recovery Certification - metric
  • Tax-Free Shopping and Guest Relations Certification - Ironclad Systems
  • Advanced Certificate in Hospitality Accounting and Finance - metric
  • Certified Hospitality & Tourism Management Professional (CHTMP) - National Restaurant Association
  • Certified Front Desk Supervisor (CFDS) - American Hotel & Lodging Educational Institute (AHLEI)
  • Certified Guest Service Professional (CGSP), American Hotel & Lodging Educational Institute (AHLEI)
  • Certificate in Luxury Hospitality Guest Services – method
  • Digital Customer Service Excellence Certification - system
  • SHRM Certified Professional (SHRM-CP)
  • CompTIA A+ Technician

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