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Skills

  • Cost controls
  • Fluent in Mandarin
  • Flexible scheduling
  • Microsoft Outlook
  • Employee scheduling
  • Workflow planning
  • Meeting facilitation
  • Data collection
  • 10-Key
  • Local attraction knowledge

Work Experiences

  • Kept the showroom clean and organized by displaying products in a neat and orderly manner.
  • Limited portion sizes and used garnishes to keep food costs down.
  • Had planned ahead.
  • Was able to maintain a high level of positive customer feedback.
  • Processed shipments and kept stock shelves in order.
  • Calculated accurate sales prices for purchase transactions.
  • Kept up with market and product trends to effectively answer customer questions.
  • Conducted regular inspections of preparation and storage equipment to evaluate and maintain performance for cost-effective and safe operations.
  • Identified
  • Developed and maintained strong working relationships with my peers and upper management.

Summaries

  • Adaptive quality assurance specialist who uses cutting-edge methods and techniques to boost productivity, customer satisfaction, and profits.
  • Customer satisfaction is our top priority.
  • Multi-tasking, self-motivated leader with experience expanding network connections, persuading customers to buy products, implementing pricing models, inventory control and projections, territory development, and uncovering customer needs to deliver solutions.
  • Well-versed in marketing and skilled at writing entertaining scripts.
  • Guest Service Team Lead with 2 years of successful team leadership and budget management experience.
  • Exceptional budget management resulted in a savings of 18% in several months.
  • Ambitious
  • Process and category are examples of abilities.
  • Optimistic and outgoing individual who enjoys meeting new people.
  • Adaptable, tenacious, and capable project manager with over 14 years of experience leading teams, resolving conflicts, networking with prospects, and managing budgets to maximize profits.

Accomplishments

  • Customer Relations: Earned highest marks for customer satisfaction, company-wide.
  • Increased sales 12% over 18 months.
  • Led innovation for seamless customer touchpoints leveraging HubSpot, resulting in fewer handoffs and a 33% increase in high-value referrals.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed Power BI customer loyalty program, which became a model for hotels nationwide.
  • Revised the guest billing dispute process, reducing resolution times by 81% and improving guest trust.
  • Customer Service: Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers. Handled guest complaints, maintaining a positive dining experience for all rest.
  • Managed daily operations of guest services during peak seasons, successfully increasing average response time by 30%.
  • Enhanced premium guest experiences by adopting a personalized service approach, resulting in a 43% increase in repeat bookings.
  • Collaborated with the marketing team to launch guest feedback initiatives, resulting in a 39% increase in responses.

Affiliations

  • Institute of Certified Professional Managers (ICPM) - Hospitality Track
  • Freemason
  • National Customer Service Association (NCSA)
  • Association for Computing Machinery
  • Hospitality Sales and Marketing Association International (HSMAI)
  • International Travel & Hospitality Association (ITHA)
  • National Association of Valet and Guest Relations (NAVGR)
  • Professional Society of Hotel Executives (PSHE)
  • American Society of Safety Professionals
  • International Association of Administrative Professionals

Certifications

  • Certified Customer Service Manager (CCSM) - by International Customer Service Association (ICSA)
  • Certified Professional in Customer Experience (CPCE) by Northwind
  • Certified Hospitality Revenue Manager (CHRM)
  • Certified Hospitality Supervisory Professional (CHSP) by National Association of Hotel Professionals
  • Apple Certified Associate (ACA)
  • Salesforce
  • Microsoft Office Specialist (MOS)
  • First Aid/CPR Certified
  • Front Desk Supervisor Certification by Harbor & Co. 2020
  • Certified Hospitality Department Trainer (CHDT) by AHLEI

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