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Customer Relationship Professional offering over 6 years of remote hospitality call center experience resolving simple to complex issues. Focused on surpassing the customer expectations, driving team success and brand loyalty. Ready to expand guest customer service experience, active listening and analytical problem-solving skills back to Hilton as a Remote Sales and Customer Service Representative. Skillset enhances customer experiences by employing service-oriented behaviors, understanding customer needs, consultative approach using discovery to uncover needs and provide customized solutions. Efficiency-driven and well organized with a team-oriented mentality, inherently understand need for good case documentation utilizing Salesforce and other CRM platforms. Well-versed in customer satisfaction and working in 24/7 uptime environment. Accustomed to providing individualized guest service, including managing VIP requests. Proficient in coordinating reservations, updating accounts and promoting customer satisfaction. Easily adaptable to high-pressure, dynamic situations. Seeking to join solid organization with a mission statement that aligns with own values and the opportunity for growth.
- Hilton - Commitment to Excellence (CTE) Award recipient
- Hilton - Collaborated on CRX (Customer Excellence) Team of agents from other Hilton corporate departments to review and development new strategies and best practices.
- Signal Ridge Owners Association - President (2009 -2019) Lead board meetings and agendas, developed spreadsheet using Microsoft Excel for tracking maintenance and repairs to improve owners satisfaction.
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- Provided hotel guests with above-and-beyond service, by phone, email, website or mobile app systems, with issues like housekeeping, dining, service, billing, security and more.
- Acted often as last point of recovery for disgruntled guests while researching concerns and utilizing first call resolution.
- Created accurate case file documentation servicing average 50+ incoming and outgoing guest service contacts per 8 hour shift.
- Advocated for guest with hotel management to make sure reservation or other concerns were satisfied on issues arising from current or past hotel stay.
- Collaborated with other departments when needed to coordinate solutions including service recoveries to retain guest satisfaction.
- Monitored issues with hotel management for efficiency and accuracy of follow up to guest complaints.
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
- Updated customer loyalty accounts as needed with add-on room charges, including minibar use and room service bills.
- Reviewed amenity details for properties, including restaurants, pool area, spa and fitness center to acclimate guests to resort and all its offerings.
- Explained security policies and procedures to guests acting as liaison with hotel management to promote confidence and safety.
- Billing and Service Recovery
- New hire recruiting, initial field training, ongoing coaching and development for teams of 20-30 direct report 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.
- Established cohesive 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.
University Of Phoenix - Tempe, AZ
- 3.22 GPA
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Resume Overview
School Attended
- University Of Phoenix
Job Titles Held:
- Guest Experience Specialist-Voice and Non Voice
- Area Manager 2012-14, Program Manager 2000-12
- Direct Response Representative
Degrees
- Some College Courses - Did Not Yet Graduate
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