Enthusiastic professional with strong leadership and relationship building skills. Driven to exceed sales goals and build long term relationships with customers. Delivers positive experiences through high-quality customer care. Independent and quick thinking team player seeking a role offering increased responsibility.
Effective liaison between customers and internal departments. Followed-through on all critical inter-departmental escalations to increase customer retention rates. Capitalized on upsell opportunities with new and potential customers. Identified individual development needs with appropriate training. Investigated and resolved customer inquiries and complaints in an empathetic manner. Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals. Responded to customer requests with friendly, knowledgeable service and support. Managed work flow to exceed quality service goals. Adhered to all confidentiality requirements at all times. Trained staff on operating procedures and company services. Completed documentation and logs each day and generated weekly reports detailing activities. Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals. Directed training of new team members and mentor each to promote productivity, accuracy and friendly service. Promptly responded to inquiries and requests from prospective customers. Researched complex problems and resolved issues in a timely manner. Met all customer call guidelines including service levels, handle time and productivity. Oversaw team of 13 service professionals assisting all customers. Planned and executed promotional activities to drive community engagement and increase occupancy numbers. Evaluated property conditions and recommended improvements to the owner's representative. Communicated with clients to understand their property needs and preferences. Maintained connections with clients to encourage repeat business and referrals. Coordinated with service engineer and housekeeping to assure all areas in community where clean and sanitary. Completed all daily tasks and special assignments with an efficient and quality-driven approach. Answered customer telephone calls promptly and in an appropriate manner. Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices. Maintained constant balance of property petty cash. Handled disciplinary actions, performance appraisals and terminations. Decreased operating costs by 20% by implementing cost control procedures. Analyzed and evaluated monthly and quarterly financial statements. Met all monthly and quarterly sales goals.
Continuing education in Hospitality and Management
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