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senior guest experience specialist night audit resume example with 11+ 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:
  • :
Summary

Hard working and dedicated team player who is committed to promoting excellence in all daily work activities. Dedicated to helping promote a growing portfolio of vacation homes and providing support and mentoring to agents. Committed to providing excellent service to guests and devoted to promoting the same culture within the company on both a team and company wide level.

Experience
Senior Guest Experience Specialist - Night Audit, 07/2020 - Current
Nestle Nespresso Miami, FL,
  • Provide mentoring, guidance, coaching and support for agents through live monitoring of calls, messages and Slack posts
  • Take control of escalations by assisting agents and other senior specialists in reaching a solution for the guest
  • Respond to guest messages and inquiries on a daily basis to assist the guest with questions or concerns related to their vacation rental
  • Assist CX and 3rd party with unpaid or high risk reservations
  • Perform IDV checks on reservation holders
  • Modification of reservations
  • Maintain structure and enforcing policies on all reservation processes
  • Conduct routine QA audits on emails and messages sent by agents to guests
  • Initiate and complete forced moves when necessary
  • Evaluate policy exception requests from guests
  • Delegate tasks to 3rd party and night audit agents
  • Monitore attendance and performance of 3rd party and night audit agents
  • Schedule and facilitate trainings for new hires and established employees
  • Collaborate with Team Leads when needed to provide assistance with special projects or other assigned tasks
  • Provide assistance to Team Leads to make sure employee and BPO partner employees adhere to company values, quality standards and policies
  • Conduct 1:1's and Team Meetings when needed
  • Management of queue volumes along with certain specialty tasks to make sure SLA's are met
  • Calculate team metrics when needed
  • Thorough understanding of after-hours processes with the ability to utilize them to make sure guest or employee issues are resolved
Assistant Retail Store Manager, 05/2015 - 05/2016
Goodwill Industries City, STATE,
  • Helped with planning schedules and delegating assignments to meet coverage and service demands
  • Assisted team members with delivering friendly, knowledgeable service to every customer by applying proactive monitoring and corrective action strategies
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
  • Promoted professional growth and facilitated talent development of each associate to drive performance excellence
  • Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies
  • Trained and managed associates in customer service and sales techniques
  • Assisted manager in meeting standards for customer service and quality
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels
  • Rotated merchandise and displays to feature new products and promotions
  • Handled customer service by dealing with complaints, organizing stock and answering customer questions
  • Supervised associates by providing direction and instruction for stocking shelves, rotating stock and receiving deliveries
  • Increased efficiency and team productivity by promoting adherence to operational best practices and company policies
  • Maintained high levels of organization in store by directing customers and replenishing merchandise
  • Monitored security and handled incidents calmly
  • Coached team on effective strategies in upselling and cross-selling methods
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
  • Oversaw procurement of products and apparel
  • Pricing of merchandise and goods according to corporate guidelines
Reservations Department Manager, 08/2006 - 01/2015
Reservations USA, Grand Resort Hotel Group City, STATE,
  • Created rate plans and worked with the revenue manager to boost occupancy and the average achieved room rate
  • Maintained accurate records of bookings on the hotel reservation system and forecasted probable revenue streams
  • Adjusted sales strategies to changing conditions
  • Utilized Pegasus and Utell booking systems to input all key data into the hotel's database system
  • Arranged for group hotel bookings in collaboration with the sales department for weddings and special events
  • Provided high level of customer service to each person by engaging the customer
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout the entire booking cycle
  • Prepared customer invoices, accepted payments and processed refund and cancellation requests
  • Suggested various packages and amenities to guests, helping each find the perfect accommodations to fit personal needs
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings
  • Solicited feedback through questionnaires to evaluate levels of guest satisfaction
  • Verified that personal and payment information on guest accounts was accurate and complete
Education and Training
Diploma: Business Administration and Management, Expected in 07/2010
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Kaplan University - Cedar Rapids, IA
GPA:
Status -
High School Diploma: , Expected in 05/1984
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Harriman High School - Harriman, TN
GPA:
Status -

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Resume Overview

School Attended

  • Kaplan University
  • Harriman High School

Job Titles Held:

  • Senior Guest Experience Specialist - Night Audit
  • Assistant Retail Store Manager
  • Reservations Department Manager

Degrees

  • Diploma
  • High School Diploma

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