Customer Service Management

Sade Wallace

**** * ***** ****** ***** Fort Lauderdale, FL 33319 954-***-**** *************@*****.*** Objective

In pursuit of a position to utilize my sales and marketing experience, customer service oriented and interpersonal skills, framed with a professional attitude, as the catalyst to join a reputable organization recognized as a leader in delivering extraordinary leisure and travel-related products and services to a plethora of uniquely satisfied customers. Ultimately I intend to perform the job requirements with extreme dedication and integrity targeted to significantly contribute to the image of organization.

Education

Bachelor of Science current Florida International University Major: Hospitality Management Minor: Business Management Associate of Arts June 2015 Broward College: Major: Hospitality Management Skills

Experience using Opera, Spa Soft, Salto, Hot and SOS

MS Office expertise; Excel, PowerPoint and Word

Excellent communicator, written and verbal with strong customer-engagement skills

Exceptional telephone etiquette and problem solving skills

Special ability to execute themed events

Professional appearance and personable demeanor

Exceptional time management to meeting deadlines Experience

Event Coordinator/ Sales Coordinator Dujor Event Planning Nov 2016- Current

Seamlessly plan and execute events, both professional (conferences and meetings) and social (weddings and birthday celebrations

Oversee team of vendors and event contributors including performers, photographers, caterers, and transportation services

Assist in the creation of event promotional and marketing pieces

Enter event information through scheduling database that enhanced work flow

Contact space vendors and caterers for booking purposes

Assist in the preparation of contracts, productivity reports, proposals and letters

Ensure that meetings and related functions were executed to exceed clients expectations Guest Experience Leader Carillon Miami Beach Hotel Nov 2015- Dec 2016 Sales

Was responsible for selling future room accommodations, assisting with current reservation inquiries and booking spa, health and wellness packages.

Assisted callers by selling future room accommodations as well as assisting existing reservation inquiries via phone or email correspondence

Maintained thorough knowledge of room rates, incentives, travel network amenities, packages, discounts that may be available

Sade Wallace

pg. 2

Guest Relations

Enthusiastically recommended spa treatments, salon, health and healing and fitness services. Exhibit confidence in explaining the services and classes in-depth in a clear and concise manner.

Was responsible for positive guest engagement upon arrival and ensure guest check-in process is efficient and uniquely personal.

Ensured the absolute accuracy of all guest transactions, i.e. credit card, room expenses, gift cards, comps etc. during their stay and prior to checkout.

Sought as much information as possible to determine their anticipated intentions during their stay in order to create an air of excitement and enthusiasm.

Technical/Administrative

Completed guests profile in opera (emails, address, country, etc.) for database and accurate production reports.

Collaborated with other department directors and staff at all levels to investigate, develop, and implement best guest service practices for all touch-points including, but not limited to box office, CenterCharge, ushers, security, and marketing.

Was responsible for documenting specific requests or important information about my assigned guest in order to provide returning guest with an increased level of service on their current and/or next visit.

Multi-tasked when needed as well as efficiency in the operating of multiple computer programs at a given time.

Worked in other areas of the hotel when needed to assist operations to perform job duties, hostess, server, and switchboard.

Troubleshoot problem situations and assure procedures and processes are examined to prevent problem reoccurrence.

Human Resources Internship (Part-time) Hilton-Miami Airport Oct 2015 - Nov 2015

Was responsible for recruitment, testing and interviewing.

Provided general research on HR practices, policies and procedures through the department.

Assisted with onboarding, training, benefit administration and wellness events.

Assisted in sensitive document management, payroll, accounting and administrative responsibilities.

Recommended HR processes improvements.

Executive Assistant/Project Coordinator Audit Recovery Management Services Inc. Sept 2013 - Oct 2015

Provided research and administrative support for special projects, including collection of provider information for provider contracts and credentialing applications.

Provided direct administrative support to the CEO and VP of Business Development including maintaining calendar, making travel arrangements, coordinating both onsite and external client meetings and other social functions.

Provided project management support as needed with transitions, on-boarding new clients, as well as new initiatives and maintained constant oversight of all expenditures to ensure operational within budgeted target.

Routinely responded to incoming calls, emails and other correspondence in the absence of the CEO to ensure identification and resolution of issues to deter negative impact to customer.

Contact this candidate