Talent Development Manager

• Jul 2023 - Present

Coach and Recruitment Analyst

• Mar 2022 - Jul 2023

Quality Analyst - Luxury Brand Sales and Services

• Jan 2021 - Jan 2022

Quality Analyst

• Aug 2018 - Jan 2022

• Evaluate and monitor contacts vis-à-vis critical performance standards.• Provide accurate, consistent and fair evaluations along with positive feedback to Revenue contacts.• Accomplish required no. of daily, weekly and monthly monitors in accordance with specified guidelines • Identify, analyze and report performance gaps, trends, reasons for non-conversion, causes of customer dissatisfaction, drivers of efficiency, and other service defects that impact the achievement of operational goals. • Flag contacts that have critical deviations to quality standards and report such to the Unit Manager and the Operations Manager so that immediate action can be undertaken to prevent business and loyalty loss. • Identify training needs, process improvement opportunities and possible system enhancements. • Provide recommendations/ relevant insights to help improve service quality, drive revenue, reduce costs, improve turnaround time and increase customer satisfaction. Show less

Online Tutor

• Mar 2020 - Jan 2022

Reservation and Sales Specialist for North America and United Kingdom

• Jun 2016 - Jun 2018

• Provides travel advice and solutions. • Inspires loyalty through personalized and efficient service driven by the guest’s needs. • Uses creativity to proactively finds solutions to drive results. • Provides travel advice and solutions. • Inspires loyalty through personalized and efficient service driven by the guest’s needs. • Uses creativity to proactively finds solutions to drive results.

Guest Services Associate

• Jun 2015 - Jun 2016

• Manages central system for hotel guests – Quality management system. • Engages each guest as a unique individual and listens attentively to their requests. • Listens to guest’s complaints or concerns and resolve their issue in a timely manner. • Learns and adheres to all emergency procedures. • Manages central system for hotel guests – Quality management system. • Engages each guest as a unique individual and listens attentively to their requests. • Listens to guest’s complaints or concerns and resolve their issue in a timely manner. • Learns and adheres to all emergency procedures.

Customer Retention Specialist

• Feb 2013 - Jan 2015

• Handles supervisory and escalated concerns from worldwide members and hotels. • Addressed inquiries and proposes possible resolutions. • Handles escalated emails from the Executive Office. • Handles projects and tasks as Atlanta Office Liaison. • Coordinates with Unit Managers for quality checks. • Assists hotels of IHG worldwide in providing service to members. • Compensates members to build goodwill and make decisions to support drive customer loyalty and company profitability. • Works with hotels to encourage standard loyalty and prevent future member dissatisfaction. Show less

HHD Specialist

• Mar 2012 - Feb 2013

• Provides global assistance to hotels within the chain to maintain the company standards. • Supports and educates hotels through all available channels to improve overall guest service and perception. • Assists hotel managers to monitor hotel billing and reimbursements. • Assists hotel managers in managing their systems and updating their system for loyalty. • Processes adjustments on hotel system to ensure smooth reimbursement and billing cycle. • Assists hotels on providing exceptions or courtesy to members. Show less

Account Manager - IRC

• Oct 2010 - Mar 2012

• Provides excellent management services to accounts of IRC members worldwide. • Processes redemptions and partner transactions for members.