Customer Service Sales

Shanida R. Harvey

**** ******** **** ***** ****** TX 75287

214-***-**** / **********@*****.***

Exceptionally talented Account Executive with over seven year experience

that is responsible for establishing new business, developing current

business relationships and ensuring client satisfaction. Designed and

delivered presentations highlighting the products and services of

company. Negotiated contract terms with clients and successfully closed

sales. Worked toward exceeding predetermined quotas set by management.

Maintained contact with existing clients to obtain more business while

promoting Hotel/Resorts and Cruise line services. Strong communicator

with demonstrated success building relationships. Experience in the use

of reasoning to identify cost-effective business solutions to difficult

situations. Knowledgeable in all phases of the domestic and international

travel industry.

PROFESSIONAL EXPERIENCE

Hilton WorldWide Sales Dec- 2010-

Present

Account Management/Travel Partner Desk

Establish and maintain strong relationships with assigned customers both

external and internal through ongoing telephone and written communication.

Responsible for coordination, support and response to Group Customer inquiries

via Global SFA, StarCite, Cvent, Email or Telephone in a prompt and courteous

manner.

Offers consultative hotel solutions for leads and events to Group Customers.

Ensures all daily operational functions of the lead and booking processes are

completed smoothly and efficiently.

Establishes and maintains strong relationships with Internal and External

Customers through ongoing telephone and written communication.

Works in accordance with Worldwide Sales Group Account Owner and related

Worldwide Sales Team on Customer Events and/or Special Projects.

Generates lead opportunities to all Hilton Family of Hotels.

Achieves individual booked revenue quotas for all Hilton Family of Hotels.

Achieves lead volume, conversion percentage and solicitation call quotas.

Maintains set standards for Group Customer response and lead quality.

Maintains high levels of customer service adhering to Hilton policy and

procedures as well as follows established Best Practices.

Participates in hotel presentations and training programs to maintain updated

product knowledge and sales skills.

Completes special projects as required.

Uses sales systems/applications to enter data and /or process information

regarding leads and hotel bookings.

Update and maintain sales information records, including account reports,

events,history reports, traces, and general account information.

Documents sales activities through lead and call reports.

Responsible for submitting daily, weekly and monthly activity reports relating

to leads generated, prioritizing active leads (hit lists) booked revenue,

client contact, and account activity.

Support the department on various projects and targeted initiatives as assigned

by AMDOS.

Norwegian Cruise Line

Account Executive May 2009-Oct

2010

> Prospect and conduct inside sales calls to clients regarding the

services that NCL Cruise provides.

> Generate leads and set appointments for Account Managers as directed

by Operations Director.

> Track and manage current and potential customers through the use of

software and systems.

> Successfully sell the services provided through NCL Cruise systems and

solutions.

> Establish strategic relationships with vendors and partners, etc.

> Responsible for providing reports on sales activities, sales

forecasts, and other reports as needed to measure sales objectivity.

> Conduct some cold calling to assist in establishing a client list.

> Develop and maintain sales materials and current product knowledge.

> Establish and maintain current client and potential client

relationships

> Compute commission on sales of cruises.

> Compute overrides, fees, and service charges.

> Pay designated invoices and follow paid-out procedures.

Elegant Hotels, Group.

Account Executive Nov 08-Apr-09

> Responsible for maintaining all records of the existing hotel

clients.

> Development and maintenance of new accounts.

> Very impressive and effective sales because of the good

understanding of client's needs and requirements.

> Plan the hotel services like catering, accommodation, food etc.

> Communicate with the contractor and supplier.

> Ensured timely processing.

> Ensured quality customer service.

> Supervisory experienced in all aspects of ticketing, check-ins,

reservations, and boarding passes.

> Accomplished in all areas of promotional campaigns for air and land-

based Caribbean vacations.

> Interfacing directly with customers to manage flight close outs,

connections, and payment issuances.

> Managing ramp/flight service operations, assessing problematic

situations requiring immediate resolve.

> Facilitated travel requirements and reservations for the

acquisition of travel related services for bid items and non-bid

items.

> Initiated changes to reservations and purchase orders.

> Sourced, researched and identified alternative suppliers to meet

the company's travel needs.

> Received, analyzed and reviewed travel expenditures for appropriate

account coding, with particular attention given to deadlines

related to federal fund expenditures.

> Developed and maintained departmental reports, recommended

enhancements to policies & procedures as changes occurred in the

travel industry.

> Assisted with completion of monthly reconciliation of travel

clearing account and reconciled all travel related statements.

> Provided internal customer service fielding questions and concerns.

Beckman Coulter, Inc. Oct 2007 -

Nov 2008

Advanced Customer Support Specialist

> Responsible for customer service in the digital equipment division,

duties included answering customer queries, problem solving and

providing detailed information on new products.

> Worked with new customers in the development of new accounts and

the implementation of new systems.

> Assisted in the development of new policies and procedures.

> Assisted in the training of new customer service representatives

and associates.

> Performed market research surveys on customer needs and

requirements.

> Prepared weekly sales reports for the sales team and sales

management.

> Generated repeat business through successful client follow-up.

> Exercise independent judgment, decision-making abilities and high

level of confidentiality.

> Collaborate with various levels of management to gather information

pertaining to key issues.

> Act as liaison between management and field sales personnel to

ensure proper communication.

Sandals & Beaches Resort, Miami, FL

July 2002 - Sept 2007

Account Executive

> Manage details of multi-party conference calls, in-house and off-site

meetings and luncheons, travel arrangements, calendars, itineraries,

agendas and preparation of expense reports.

> Organize the planning of trade shows, conventions and seminars; handle

booking of location.

> Prepare required registration forms and process payment of related

fees.

> Acted as a liaison between Unique Vacations & Sandals Resorts for all

key account issues and represent the team in discussions with senior

management on the account status.

> Prepared written status reports for senior management detailing open

action items and launch status.

> Worked with the key account to jointly establish sales forecasts,

conveyed these forecasts to Sandals, and met with Unique Vacations on

a weekly basis.

> Analyze competitive product offerings in terms of features and

benefits as well as price points.

> Review product pricing and gross margin goals for existing products

annually and establish new product pricing.

> Attended numerous meetings and tradeshows with executives and senior

management to conduct resort sales.

> Defined roles and responsibilities for each group to improve company

processes and strengthen communication channels.

> Assisted in preparing reports with recommendations for how to properly

reorganize the call volume team that encompassed not only North

American operations, but also headquarters in Jamaica.

> Reorganized customer service to properly align with sales teams

improving communications and reducing time sales spent on non-sales

related administrative activities.

> Processed incoming orders, coordinated honeymoon & wedding destination

packages, and handled customer-related issues.

> Sold over 2 million dollars of revenue each year for the company.

> Met with other travel agents as a competitive mode to ensure our

company is doing its best to market our product and sales.

EDUCATION

Devry University, Bachelors of Business Administration/Hospitality

Management.

TECHNICAL

Proficient in Microsoft Office 2003, 2007 (Excel, Word, PowerPoint), Opera

Hotel Sytem; Delphi;

Proficient in Microsoft XP, 2000, 2003, Vista and Windows 7.

Contact this candidate