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Guest Experience Specialist Resume Example

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GUEST EXPERIENCE SPECIALIST
Professional Summary

Customer Support Professional offering over 6 years of hospitality call center experience resolving simple to complex issues. Focused on surpassing the customer expectations, driving team success and retaining brand loyalty. Ready to transfer top-notch customer service experience, active listening and creative problem-solving skills to American Express as a Virtual Platinum Customer Care. Skillset enhances customer experiences by employing service-oriented behaviors, understanding customer needs, as well providing customized solutions to build continued brand loyalty. Efficiency-driven and well organized with a team-oriented mentality, inherently understand the need for good case systems documentation. Well-versed in excellent customer satisfaction working in 24/7 uptime environment. Seeking to join solid organization with a mission statement that aligns with own values and the opportunity for growth. Committed to developing long-term relationships to foster recurring business and guarantee customer satisfaction.

Accomplishments
  • Hilton - Commitment to Excellence Award recipient - earned quarterly.
  • Hilton - Collaborated on the CRX (Customer Excellence) team of agents from other Hilton corporate departments to review and development new strategies and best practices. 2017-19.
  • Signal Ridge Owners - Developed Microsoft Excel maintenance and repairs tracking spreadsheets as President of homeowners association.
Skills
  • Strong Interpersonal skills
  • Critical thinking
  • Call Center Experience
  • Strong Written and Verbal Communication
  • Windows & Microsoft Office
  • Policy and procedure adherence
  • Creative problem solving
  • Self directed
  • Team Player
  • Ability To Adapt
  • Key Performance Indicators
  • Scheduling & Follow Through
  • Problem-solving skills
  • Complaint resolution
Work History
Guest Experience Specialist, 11/2014 to 09/2020
Company Name – City, State
  • Provided hotel guests with above-and-beyond service, via phone, email, website or mobile app channels.
  • Acted often as last point of recovery for disgruntled guests utilizing first call resolution.
  • Created accurate case file documentation servicing average 45+ incoming and outgoing contacts per 8 hour shift.
  • Advocated for guests with hotel management to make sure arrangements were satisfactory on new reservations, onsite issues like housekeeping, dining and room service, front desk service, billing errors, security and more.
  • Collaborated with hotel property team and internal departments to coordinate solutions including service recoveries to retain excellent guest satisfaction.
  • Monitored issues with hotel management for accuracy of and timely follow up on variety of guest concerns
  • Remedied issues and concerns quickly and effectively through active listening, conflict resolution and communication skills.
  • Updated customer loyalty rewards accounts with add-on room charges, including laundry, minibar and room service bills.
  • Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
  • Explained security policies and procedures to guests acting as liaison with hotel management to promote confidence and safety.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Earned quarterly recognition for customer focused service and solutions.
  • Provided excellent customer service, promoting brand loyalty and increasing customer satisfaction rates.
Area Manager 2012-14, Program Manager 2000-12, 02/2000 to 03/2014
Company Name – City, State
  • New hire recruiting, onboarding, field training, ongoing coaching and development for teams of 20-30 direct report part time field merchandisers.
  • Weekly QA audits to insure compliance at store level, inventory control, payroll review and approval.
  • Reduced turnover by enhancing training, motivation and engagement strategies with all employees.
  • Worked with field reps and store management daily to insure all client advertising programs maintained per cycle instruction policy throughout network of grocery, drug, office supply and convenience stores.
  • Resolved conflicts promptly to promote positive environment
  • Assumed ownership for team productivity, keeping within budget while managing workflow, meet or exceed quality standards.
  • Adhere to all confidentiality and NDA at all times.
Direct Response Representative, 10/2008 to 10/2011
Company Name – City, State
  • Established cohesive quiet home office environment free of noise and distraction.
  • Answered high volume flow of back to back incoming calls for over 30 products for sales and services by consumers responding to television commercials.
  • Documented and detailed calls using call center's CRM database.
  • Maintained excellent attendance record, consistently arriving to work on time.
Education
BS/BA - Need To Finish Degree: Business AdministrationUniversity Of Phoenix - City, State
  • 3.22 GPA
Board Member - Dalmatian Club of North Texas

Past Club Secretary - Current Board Member

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Resume Overview

School Attended

  • University Of Phoenix

Job Titles Held:

  • Guest Experience Specialist
  • Area Manager 2012-14, Program Manager 2000-12
  • Direct Response Representative

Degrees

  • BS/BA - Need To Finish Degree : Business Administration

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