- St.John's
- August 6, 2024
I am a customer-centric manager utilizing my 15+ years of customer care experience. My wide experience, from hotel guest service and hotel consultancy to enterprise customer service, allows me to handle all possible situations with care, patience, and a desire to maintain and develop relations with our guests. I am skilled in conflict resolution and OTA management.
Experience
Guest meet and greet, check-in and out, payment collection, managing ad-hoc housekeeping and concierge requests, resolving conflicts and answering requests
● Managing relationships with company’s biggest customers, interfacing with all the levels, including C-suite.
● Creating & delivering Success plans, business reviews, customer and internal initiatives, projects and programs.
● Maintaining knowledge of company’s product stack, using it for identifying and developing customer opportunities.
● Managed global customer success process management and improvement, leveraging own experience and success, saving 390 person-hours/mo, and decreasing profit loss by 2% in 4 months.
● Developed and maintained customer journey to enhance engagement, loyalty, and satisfaction, resulting in a CSAT increase by 22 points in 5 months.
● Implemented a customer-centric approach organization-wide, driving loyalty and satisfaction, increasing upsell/cross-sell opportunities by 60% in 5 months.
