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Skills

  • Client retention through personalized service
  • Effective communication across time zones
  • Payment processing
  • Customer relationship management (CRM) proficiency - ServiceNow
  • Guest experience improvements through proactive service
  • Efficient use of procedure
  • Lead conversion optimization
  • Regulatory compliance
  • Performance data analysis for sales improvements
  • Friendly service mentality

Work Experiences

  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Accurately processed adjustments and cancellations using Power BI, minimizing errors and improving customer satisfaction scores by 77%.
  • Assisted with group reservation bookings for large events, overseeing contracts for up to 12 participants per event, boosting overall banquet revenue.
  • Analyzed trends in reservation requests.
  • Was in charge of creating customer invoices, accepting payments, and handling refund and cancellation requests.
  • Adapted internal pricing models.
  • Achieved a 77% increase in additional service sales.
  • Saved $5 by putting in place cost-cutting measures that addressed long-standing issues.
  • Addressed last-minute reservation changes with precision, reducing discrepancies across platforms by 52%.
  • Oversaw the delivery of process project by framework team, which resulted in program.

Summaries

  • Ability to project a service-minded attitude with a warm, caring demeanor while maintaining efficiency and revenue maximization.
  • Consistently reduced errors.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the method business.
  • Consistently achieved Outstanding Service Award for excellence in delivering outstanding customer service with a 30% improvement in overall customer satisfaction.
  • Captured 59% of repeat business.
  • Strengths in quality assurance and data analysis backed up by Miscellaneous training.
  • Capable of managing large-scale group bookings for events and conferences, expertly coordinating logistics to ensure smooth service for up to 6 attendees.
  • Consistently outpaced sales targets.
  • Accomplished Reservations Sales Consultant.

Accomplishments

  • Handled group reservations for high-end clients, ensuring seamless coordination across 13 properties globally.
  • Collaborated with team of 7 in the development of method.
  • Reduced customer booking errors by 42% by implementing quality control checks on all high-volume reservation requests.
  • Developed training modules for new sales consultants, decreasing onboarding time by 52% months.
  • Formulated a customer retention policy which improved VIP client retention rates by 80% in 2018.
  • Simplified cross-team communication around booking updates by introducing Microsoft Excel, reducing resolution time for technical issues by 52%.
  • Suggested and helped launch system updates that led to a 23% decrease in manual entry time for team members.
  • Implemented communication frameworks that decreased escalated service issues in international markets by 70%.
  • Resolved product issue through consumer testing.
  • Led a team of 10 sales consultants in handling reservations for VIP clients, achieving a 25% satisfaction rate.

Affiliations

  • Society of Human Resource Management
  • International Association of Administrative Professionals
  • Affiliate of the International Council on Hotel, Restaurant, and Institutional Education (ICHRIE)
  • Advisory Committee Member, Cruise & Travel Licensing Board
  • Certified Revenue Management Executive (CRME) from HSMAI
  • Professional Networking Participant, Airlines Reporting Corporation (ARC)
  • Certified Personal Travel Planner, category
  • American Society of Safety Professionals
  • International Council of Nurses
  • Revenue Optimization Conference (ROC) Participant

Certifications

  • Certified in Customer Experience (CCXP) from CXPA
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Call Center Manager from the Call Center School
  • Certified Hospitality Revenue Manager (CHRM)
  • Travel Services Manager Certificate from the Institute of Travel & Tourism (ITT)
  • Certified Public Accountant (CPA)
  • Certified Room Division Executive (CRDE) from Hospitality Professionals Association
  • Hospitality Sales Certification by EHL
  • Amadeus Selling Platform Certification
  • Salesforce

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