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Skills

  • Attention to detail
  • Regulatory compliance
  • Customer Relationship Management (CRM)
  • Project organization
  • Relationship development
  • Consistently meeting KPIs
  • First Aid/CPR
  • Exceptional verbal and written communication
  • Marketing
  • Conflict resolution skills

Work Experiences

  • Anticipated high-net-worth clientele needs.
  • Coordinated cross-departmental efforts for large guest events.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Collaborated closely with vendors and high-profile clients to organize exclusive events, contributing to a 79% increase in client satisfaction for 2023.
  • Created an additional revenue stream.
  • Contributed to a 32% increase in client satisfaction for 2021.
  • Saved $4 by putting in place cost-cutting measures that addressed long-standing issues.
  • Had an excellent attendance record and was always on time for work.
  • Boosted repeat business by $11 annually.
  • Coordinated private jet arrangements.

Summaries

  • Achieved a 45% increase in NPS.
  • Adept in luxury hospitality.
  • Assisted corporate clients with personalized itineraries.
  • Achieved higher customer satisfaction scores month-over-month.
  • Client-centric Corporate Concierge.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Recognized on a regular basis for outstanding performance and contributions to the Travel and Hospitality industry's success.
  • Achieved 76% improvement in retention over the past year.
  • Adept at negotiating discounts.
  • Accomplished in luxury guest services and Corporate Concierge responsibilities, with expertise in managing high-profile client demands. Played a key role in securing multi-million-dollar event bookings for 2024.

Accomplishments

  • Increased guest expenditure on personalized services by 81%, through proactive upselling of experiences during high-demand periods.
  • Received certification in method, increasing expertise in concierge and guest services tailored to high-net-worth individuals.
  • Collaborated with team of 13 in the development of procedure.
  • Negotiated exclusive vendor partnerships offering Adobe Creative Suite, increasing service utilization by 42% with creative bundling packages.
  • Developed a concierge VIP program catered to high-net-worth individuals, achieving a 53% increase in repeat clientele.
  • Reduced operational costs by $199,000 annually by renegotiating contracts with luxury service providers across Chicago, enhancing profitability.
  • Coordinated private transportation logistics for events involving 18 attendees, enhancing client satisfaction by ensuring timeliness and precision in travel arrangements.
  • Boosted revenue by 18% through the development of exclusive luxury experience bundles, tailored to high-profile guests’ preferences.
  • Achieved a 25% improvement in guest service response time through the creation of a client communication protocol for concierge services.
  • Developed and led brand ambassador initiatives, increasing client engagement and enhancing the organization’s reputation across multiple VIP platforms.

Affiliations

  • Project Management Institute (PMI) Member
  • Global Business Travel Association (GBTA)
  • Corporate Volunteer - High Net-Worth Client Services
  • International Association of Conference Centers (IACC)
  • Lions Club
  • Hospitality and Tourism Management Society
  • Project Management Institute
  • Certified Professional Concierge Program (CPC)
  • Professional Development Seminar on Luxury Hotel Standards 2018
  • American Hotel & Lodging Association (AHLA)

Certifications

  • Certified Public Accountant (CPA)
  • CompTIA Network+
  • Conflict Resolution & Mediation Certification
  • Project Management Professional (PMP)
  • Leadership & Supervision for Hospitality Certification
  • Certified Concierge Specialist (CMC, through Les Clefs d'Or)
  • Certified Lifestyle & Event Concierge (CLEC)
  • First Aid/CPR Certified
  • Google Certified Professional Cloud Architect
  • SHRM Senior Certified Professional (SHRM-SCP)

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