Proven Track Record: With a background in establishing clear client retention goals, I have a proven track record of driving customer success. My previous roles have involved successfully retaining clients through strategic planning and execution.
Process-Oriented Approach: My ability to process milestones for both clients and employees ensures that everyone is aligned toward common objectives. I thrive in creating structured frameworks that guide individuals and teams toward success, contributing to overall organizational efficiency.
Technical Proficiency: Having assisted customers in setting up and navigating various programs and software, I am comfortable with technology and possess the technical skills necessary to address client needs. This proficiency enables me to provide effective solutions and support.
Sales and Brand Promotion: My experience includes effectively promoting product value and upselling services while maintaining the brand image. I understand the importance of aligning sales strategies with the overall brand message, contributing to a cohesive and compelling customer experience.
Customer-Centric Approach: I am dedicated to promoting value through an exceptional customer experience. I believe in building strong, lasting relationships with clients by understanding their unique requirements and delivering tailored solutions that go beyond expectations.
Training and Improvement Initiatives: Having actively participated in creating training courses and educational materials, I bring a proactive approach to employee and client empowerment. My commitment to continuous improvement is evident in my efforts to review and address customer complaints, ensuring a positive customer journey.
Skilled in acknowledging and resolving customer complaints, ensuring customer satisfaction.
Proficient in processing orders, forms, applications, and requests with attention to detail.
Experienced in keeping accurate records of customer interactions, transactions, comments, and complaints.
Effective communication and coordination with colleagues to enhance customer service processes.
Capable of managing a team of junior customer service representatives, fostering a collaborative environment.
Strong commitment to ensuring customer satisfaction and delivering professional customer support.
Ability to stay calm and composed when dealing with stressed or upset customers.
Comfortable and proficient in using computers, with prior experience in customer support roles.
Received over 100 5 – Star Trip advisor posts, in which specifically mentioned my name
Awarded and nominated for over 10 company awards
Experience
Sandestin Investments, LLC
Jan 2012 – Sep 2018
Sandestin, Florida
Senior Front Office Manager
• Directly managed daily operations of front desk, PBX, guest services and valet for 2400-acre property, 1400 rental units.
• Oversaw a staff 5 managers, 20-30-line employees, up to ten J1 students
• Directed reservations, arrivals, and events for over 100 group blocks of 100-1500 including weddings.
• Maintained high levels of engagement with 60+ customers a day by maintaining a confident and energetic demeaner ensuring excellent customer relationships.
• Effectively delivered directions with staff throughout 3 separate locations with resort at a consistent 90-100% occupancy rate
• Anticipated potential concerns within daily operations and pursue problem resolution.
• Attended Pre-Con meetings groups and coordinated with meeting planners to ensure the conference was a success.
• Commenced “Management in Training” Program and successfully guided two employees through completion, resulting in entry-level management roles.
• Developed expense management controls, creating a budget reduction in customer redemption costs of 25%.
• Implemented virtual tracking system using Google Forms which enabled responsive tracking and sped response times by 50%; and offered data to anticipate future guest needs.
• Tracked guest satisfaction surveys and maximized usage of the guest response tracking system which led to service scores improving by 10% for the quarter.
• Accomplished financial objectives monthly budget (multi-department), analyzing variances, and initiating corrective action.
• Successfully implemented budget improvements resort-wide with conception of a loyalty program that I executed within a two-month deadline, resort-wide.
Success Examples:
Received over 100 5 – Star Trip advisor posts, in which specifically mentioned my name.
Awarded and nominated for over 10 company awards.
