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Skills

  • Conflict resolution
  • Microsoft Outlook
  • Superior communication skills
  • Safe food handling
  • Local attraction knowledge
  • Inventory control procedures
  • Austin Logistics call center systems
  • Spreadsheets
  • Proficient in MS Office
  • Data collection

Work Experiences

  • Identified
  • Was able to maintain a high level of positive customer feedback.
  • Increased profits by taking advantage of opportunities to upsell additional products.
  • Had planned ahead.
  • Kept the showroom clean and organized by displaying products in a neat and orderly manner.
  • Got better.
  • Kept track of everything.
  • Won
  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.
  • Was in charge of all day-to-day operations at 4 store locations.

Summaries

  • Personable Guest Services Agent with experience communicating with guests to provide information, solve problems, and provide outstanding service.
  • Innovative
  • Financial analysis, reconciliation, mortgage collections, loan documentation, SBA liquidation, credit and risk management assessment, and customer service are all areas of expertise for me.
  • Customer satisfaction is our top priority.
  • Service-driven
  • Dependable and courteous self-starter and team player seeking to apply previous experience to a method position with a forward-thinking organization.
  • Leadership skills that have been demonstrated to drive enterprise optimization goals and improve organizational operations.
  • Versatile
  • For future mailings and newsletters, the database has been updated with updated addresses and other alumni contact information.
  • Looking to work for a company as a tour guide, educating both visitors and locals.

Accomplishments

  • Increased sales 12% over 18 months.
  • Enhanced premium guest experiences by adopting a personalized service approach, resulting in a 43% increase in repeat bookings.
  • Developed and implemented a new and more effective process for cleaning the interior of planes which saved more than 16 man-hours each month.
  • Drafted system documentation and best practices guidelines for guest services teams, gaining company-wide adoption and aiding in a 36% reduction in training times.
  • Managed 4 staff members during large-scale operations, resulting in a 80% boost in service productivity.
  • Achieved status as one of 8 top sales performers in the region comprised of 12 stores.
  • Resolved product issue through consumer testing.
  • Initiative Met and exceeded quotas generating 4+ calls per day on leads for software maintenance renewals. Served as communication link between engineering consultants, MIS management and staff.
  • Oversaw the onboarding of 10 new team members, ensuring that they met company standards for guest satisfaction within three years.
  • Assisted in maintaining a 42% monthly CSAT score by identifying and addressing recurring customer pain points.

Affiliations

  • Rotary International
  • Professional Society of Hotel Executives (PSHE)
  • Multinational Guest Relations Network (MGRN)
  • Master of Revenue Optimization Program - HSMAI
  • Society for Hospitality and Foodservice Management (SHFM)
  • Hospitable Service Leaders Network (HSLN)
  • National Association of Valet and Guest Relations (NAVGR)
  • Association for Computing Machinery
  • Service Excellence in Hospitality Initiative - system
  • National Association of Social Workers

Certifications

  • Certified hotel administrator
  • Customer Service Professional Certificate
  • Customer Service Representative Certificate
  • Certified Hospitality Supervisory Professional (CHSP) by National Association of Hotel Professionals
  • Certified Meeting Planner (CMP) - Guest Event Support
  • Salesforce
  • Certified Hospitality Department Trainer (CHDT) by AHLEI
  • Chartered Wealth Manager (CWM), certified by the American Academy of Financial Management (AAFM)
  • Basic First Aid and Safety Training
  • Top Secret Security Clearance

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