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Skills

  • Strategic sales knowledge
  • Money handling abilities
  • Complaint resolution
  • Service standard compliance
  • Hotel service standards compliance
  • Retail materials management
  • Retail store support
  • Professional telephone demeanor
  • Adherence to customer service KPIs
  • Sales expertise

Work Experiences

  • Averaged 4 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Ensure that customers and internal departments are properly communicated with.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Was in charge of high-volume paperwork and worked with the category department to resolve billing and shipping issues.
  • Educated employees on company procedures and services.
  • Provided ongoing guest service, which included Power BI recommendations.
  • Used a POS system to itemize and total the purchases of 16 customers.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Facilitated program orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Quickly investigated and resolved customer complaints and inquiries.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate procedure systems is one of my specialties.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Worker with a strong understanding of program organization and procedure product issues.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Committed to providing world-class customer service while remaining professional.
  • Achieved success in providing unsurpassed customer service.

Accomplishments

  • Streamlined order processing by implementing a new tracking system, reducing errors by 72% and increasing on-time delivery.
  • Collaborated with hotel management to ensure compliance with room service health and safety standards, contributing to Six Sigma in food safety.
  • Played a key role in reducing room service complaints by 57% through timely resolution of issues and improved communication with kitchen staff.
  • Contributed to a 35% increase in room service upselling by offering personalized recommendations and menu enhancements.
  • Successfully handled over 2 late-night guest orders per shift, contributing to a 51% increase in off-peak dining revenue.
  • Played a pivotal role in improving guest loyalty program ratings by addressing recurring issues and revising service protocols.
  • Provided meticulous service during high-traffic periods, consistently achieving a 33% reduction in late deliveries.
  • Resolved 9 guest complaints related to in-room dining, increasing overall guest satisfaction ratings by 39%.
  • Created an internal communication platform using ServiceNow, improving coordination between hotel dining and housekeeping staff.
  • Collaborated with kitchen and housekeeping teams to reduce service delivery time by 83% through improved coordination and communication.

Affiliations

  • American Marketing Association
  • Food Safety Management Certification (e.g., ServSafe)
  • Luxury Hospitality Training Program
  • Certified Hospitality Supervisor (CHS)
  • International Council of Nurses
  • American Society of Safety Professionals
  • Certified Hospitality and Tourism Management Professional (CHTMP)
  • International Association of Professional Hospitality Advisors
  • Professional Association of Innkeepers International (PAII)
  • International Food and Beverage Management Association (IFBMA)

Certifications

  • Project Management Professional (PMP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Basic Food Hygiene Certificate from framework
  • Certified Business Analysis Professional (CBAP)
  • Hotel Revenue Management Certificate from Lakeside Partners
  • Certified Public Accountant
  • Customer Service Excellence Certification from program
  • Salesforce
  • ServSafe Food Handler Certification
  • SHRM Certified Professional (SHRM-CP)

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