LiveCareer-Resume

customer success support manager resume example with 14+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Professional Summary

Business graduate with bilingual education, Master’s Degree in Technology and Management and over 10 years of customer satisfaction, operations and management experience. Fluent in Spanish, English and French. (Beginner in Portuguese and Italian)

Skills
  • International background
  • Adaptable to change
  • Decision making
  • Problem solving
  • Teamwork skills
  • People skills
  • Multilingual
  • Leadership training
  • Project Management
  • Account Management
  • Support
  • Management
Work History
Customer Success/Support Manager, 10/2021 - Current
Billgo , , Denver, CO
  • Responsible for kick-off calls, deployments, and 90 days validation process
  • Conduct monthly, quarterly, and annual business meetings with customers
  • Responsible for customer retention
  • Responsible for training new Support team members in platform
  • Responsible for product expansion with current customers
Support Specialist, 11/2020 - 07/2021
Aimbridge Hospitality , , Denver, CO
  • Responsible for NPS management
  • Maintain positive customer relations by collecting customer feedback on a daily basis
  • Schedule customers' meetings to provide updates of features/functionalities and ensure that the product is exceeding their expectations
  • Provide training videos, and any type of training material to educate customers about the product
Owner Manager, 07/2014 - 03/2020
Sage Hospitality Resources, Llp , ,
  • World Class Hospitality Services offered consulting, training and recruiting services to luxury boutique hotels and concierge services to individual travelers.
Hotel Specialist/Operations Manager, 10/2011 - 07/2014
Marriott Vacations Worldwide , ,
  • Managed properties and hotels located in Dominican Republic, France, Anguilla, Argentina, Mexico, St. Barth's, UK, and California.
  • Liaison between the company and our residential owners, hotel and resort partners.
  • Interviewed, hired, trained, managed, coached and created the most successful destination operation team including concierge, housekeeping and maintenance services.
  • Ensured consistency in the field with exceptional service delivery, branding and property management.
Director of Guest Services, 02/2008 - 08/2009
The Boulders Resort By Hilton , ,
  • Monitored different marketing strategies in order to increase hotel occupancy
  • Approached all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner
  • Responsible for national and international communication with guests
  • Monitored operations of the Front of the House/Telecommunications and Reservations


Front Office Manager, 01/2007 - 02/2008
Mondrian Scottsdale , ,
  • Managed and trained front office staff
  • Handled complaints and specific guests requests
  • Oversaw Front Desk, Telecommunications, Concierge and Bell Staff
Director of Housekeeping, 08/2005 - 10/2006
Omni Interlocken Resort , ,
  • Monitored labor costs and supervised housekeeping budget
  • Managed employee scheduling (60-70 employees)
  • Hired, trained, and supervised Housekeeping, Laundry, Utility, and Minibar employees
Education
Project Manager: , Expected in
-
University of Denver - Denver - CO,
GPA:
Status -
Licenciatura Administración De Empresas: BABS, Expected in
-
El Salvador - Buenos Aires - Argentina,
GPA:
Status -
Master of Science Applied in Management: , Expected in
-
University of Denver - Denver, CO
GPA:
Status -
Accomplishments

2008 Manager of the Quarter (MOQ) Hilton Hotel Corporation
2007 Achieved top service scores company wide in the first year

(Morgans Hotel Group)

2006 Manager of the Quarter (MOQ) Omni Hotels

Certifications
  • Certificate in hospitality and tourism
,
Websites, Portfolios, Profiles
  • https://www.linkedin.com/in/Jessica-Claire-5499257/
Skills
  • International background
  • Adaptable to change
  • Decision making
  • Problem solving
  • Teamwork skills
  • People skills
  • Multilingual
  • Leadership training
  • Project Management
  • Account Management
  • Support
  • Management
Work History
Customer Success/Support Manager, 10/2021 - Current
HeavyConnect ,
  • Responsible for kick-off calls, deployments, and 90 days validation process
  • Conduct monthly, quarterly, and annual business meetings with customers
  • Responsible for customer retention
  • Responsible for training new Support team members in platform
  • Responsible for product expansion with current customers
Support Specialist, 11/2020 - 07/2021
HeavyConnect ,
  • Responsible for NPS management
  • Maintain positive customer relations by collecting customer feedback on a daily basis
  • Schedule customers' meetings to provide updates of features/functionalities and ensure that the product is exceeding their expectations
  • Provide training videos, and any type of training material to educate customers about the product
Owner Manager, 07/2014 - 03/2020
World Class Hospitality Services ,
  • World Class Hospitality Services offered consulting, training and recruiting services to luxury boutique hotels and concierge services to individual travelers.
Hotel Specialist/Operations Manager, 10/2011 - 07/2014
Inspirato LLC ,
  • Managed properties and hotels located in Dominican Republic, France, Anguilla, Argentina, Mexico, St. Barth's, UK, and California.
  • Liaison between the company and our residential owners, hotel and resort partners.
  • Interviewed, hired, trained, managed, coached and created the most successful destination operation team including concierge, housekeeping and maintenance services.
  • Ensured consistency in the field with exceptional service delivery, branding and property management.
Director of Guest Services, 02/2008 - 08/2009
The Boulders Resort By Hilton ,
  • Monitored different marketing strategies in order to increase hotel occupancy
  • Approached all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner
  • Responsible for national and international communication with guests
  • Monitored operations of the Front of the House/Telecommunications and Reservations


Front Office Manager, 01/2007 - 02/2008
Mondrian Scottsdale ,
  • Managed and trained front office staff
  • Handled complaints and specific guests requests
  • Oversaw Front Desk, Telecommunications, Concierge and Bell Staff
Director of Housekeeping, 08/2005 - 10/2006
Omni Interlocken Resort ,
  • Monitored labor costs and supervised housekeeping budget
  • Managed employee scheduling (60-70 employees)
  • Hired, trained, and supervised Housekeeping, Laundry, Utility, and Minibar employees

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Resume Overview

School Attended

  • University of Denver
  • El Salvador
  • University of Denver

Job Titles Held:

  • Customer Success/Support Manager
  • Support Specialist
  • Owner Manager
  • Hotel Specialist/Operations Manager
  • Director of Guest Services
  • Front Office Manager
  • Director of Housekeeping

Degrees

  • Project Manager
  • Licenciatura Administración De Empresas
  • Master of Science Applied in Management

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