Customer Service Extraordinaire

NAIKA COOK

Miami, FL *****- 786-***-****- **********@*******.***

SUMMARY OF QUALIFICATIONS

• Ability to multi-task and react quickly to unscheduled tasks, handle stressful situations with diplomacy and

professionalism

• Highly creative, inquisitive and resourceful

• Excellent computer skills: MS Office Suite, MLS, Opera, Synxis, Chameleon

• Functional knowledge of creating engaging and strategic content for social channels

• Highly skilled in building and managing highly creative marketing campaigns and strategies

• Languages: English, Haitian Creole, Intermediate French

CUSTOMER SERVICE / SALES EXPERIENCE

Standard Spa Hotel, Miami Beach, FL Sales Coordinator January 2012- August 2014

• Assist with incoming sales/reservation calls for hotel.

• Assisted the Director of Sales by booking & servicing groups

• Prepare and send out all contracts for room blocks.

• Assisted in driving new and repeat business to hotel.

• Booked reservations, handled and changes and cancellations using Opera, Synxis system

• Call backs to all reservation makers of arriving guests to thank them for selecting the Hotel.

• Sending out information to qualified leads developed over the telephone and email

• Oversee website for updates and increase community participation in content

• Identify opportunities on social media sites like Twitter and Facebook, Pinterest, Tumblr

• Pitched ideas for marketing, promotion and sales strategies to sales team to maximize revenue and occupancy

Fontainebleau Resorts, Miami Beach, FL Reservations Coordinator August 2008- December

2011

• Answered high volume of incoming calls

• Interacted with diverse customer base in person and telephonically

• Aided guests with reservations, room transfers, changes and cancellations using Opera, Synxis system

• Booked airline reservation through in-house system “Chameleon”

• Managed Corporate accounts, Consortia, FIT and Travel Agents reservations

• Booked restaurant reservations for guests through Open Table

• Handled room service orders through Micros

• Addressed guests account inquiries and problems

• Computed and recorded room requests

• Handled clerical duties, filing, faxing, copying and mailing

Prompt Tech Inc, Miami, FL Administrative Assistant May 2004- July 2008

• Provided Administrative/secretarial support such as answering telephones, assisting visitors and resolving a range

of administrative problems and inquiries

• Scheduled and coordinated meetings, interviews, appointments, events and other similar activities for CEO

including travel arrangements.

• Processed invoices and prepared payments.

• Responded to all inquiries customers had pertaining to their accounts

EDUCATION

• Barry University, Miami Shores, FL Bachelor of Arts Broadcast Communication May 2012

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