Concierge/ Escalations Specialist

Cindy Stemberger

*** ***** ***** adjzea@r.postjobfree.com Home: 724-***-****

Gibsonia, Pennsylvania 15044 Cell: 412-***-****

•Hotel Management / Concierge - 20+ years of experience in the hospitality and travel industry.

Areas of Expertise

Customer Service Customer Satisfaction Enhancement Teambuilding & Training

Complaint Handling & Resolution Outstanding phone & writing skills Exceeding Client Expectations

Revenue Enhancement Detailed Oriented Personal Assistant

Project leader

•Professional Experience

Aspire Lifestyles – Remote 09/2017 to Present

JP Morgan Chase - Escalations Specialist

Conduct full in-depth investigation and provide resolution, while successfully reducing the cost to resolve the matter. A strong focus and commitment to customer loyalty and retention. High emotional intelligence, empathy, and strong active listening skills. High level of focus and committed to understanding the root cause that caused the incident. Drive continuous improvement support and within efficient time frame to meet all service level contract agreements. Identify product, service and quality issues affecting our customers, client and staff. Bring matters causing the root cause to the attention of our executive team. Providing formal positive coaching to the team all while assuring that our clients experience is an exceptional resolution. Participation in prior and post escalation meetings. Plays a key role in internal and external communication to ensure on-going updates during resolution and process. Demonstrate leadership skills in crisis management situations. Work daily with hotels, airlines and all vendors to resolve matters on behalf of Chase and our clients with a high level of focus to protect the cost incurred to correct these errors. Grace under pressure and an instinctual inclination toward hospitality.

Aspire Lifestyles — Pittsburgh, PA 08/2006 to 9/2017

Concierge Administrator

Researching and booking extensive travel throughout the world for high wealth revenue clients, including but not limited to travel throughout the world, event planning, dining, sightseeing, tours, and more. Working with various travel tools such as Worldspan & Sabre. Exceptional multi-tasking, attention to detail and maintaining a high level of service standards throughout my work career. Additional duties include, organizing meetings, weddings, and events. Worked on American Express, MasterCard & Citi. Traveled to Dubai to train our Team for Citi in 2015.

ASSE International Exchange Program — Non Profit 11/2008 to 2019

Local Area Coordinator for Western PA, NY & WV

Hire, training and Supervise a team of 30 Local Area Reps & over 50 plus International Students throughout Eastern New York, Western Pennsylvania and West Virginia. Ensure that all rules and regulations are adhered to by the US Dept of State. Administrative duties, schedule, plan and facilitate meetings, oversee difficult situations as they arise and address them accordingly.

Hilton Pittsburgh & Towers – Pittsburgh, PA 05/1987 to 5/2000

Executive Level Manager - Manage Concierge & Butler Staff 1994 to 2000

Reservations & Front Office – 1989 to 1994

Hilton Reservation Service (Dallas, TX) – 1987-1989

Hired, trained and managed a team of Concierges and Butler’s. Responsible for the executive level guest rooms featuring 117 guest rooms, including all luxury suites and meeting rooms located on the top 5 floors of the hotel. Responsible for enhancement quality projects including incentives to increase guest room revenue, business traveler frequent recognition programs as well as maintaining a customer loyalty that will achieve return business. As the key contact person for all VIPs, International dignitaries (long term guests) and our Executive Business VIP guests.

Selected Contributions:

Personal Contact for all VIP’s including International Dignitaries, Celebrities and CEO’s of companies. To ensure their stay was flawless, all requests were exceeded by my team. Introduced and implemented programs to enhance employee performance and assist in the success of a motivational team.

Ordering, budgeting scheduling and payroll. Team leader for Quality Assurance programs for the entire hotel (700+ guest rooms) – tracking monthly while executing programs to improve our overall quality ratings while analyzing departmental performance on a monthly basis. Achieved Manager of the Year in 1995.

Education

Wilma Boyd School of Travel — Pittsburgh, PA Completed in

1987 Training: Completed numerous courses and seminars in customer service, sales strategies, inventory control, loss prevention, time management, leadership, performance assessment and food safety.

Community College of Allegheny County – Pittsburgh, PA Completed

Courses including Zenger Miller Front Line Leadership, Hotel Management Courses

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