Customer Service, Editing, Writing

Lara Hanlon

***** ****** ****** · Omaha, Nebraska · 68118

402-***-**** · ********@*****.***

HIGHLIGHTS

●Over 20 years of experience in the hospitality industry, including training, quality assurance, customer service.

●Experience as a supervisor and manager.

●Highly proficient with Adobe, Microsoft Office, and Google products.

●Created hundreds of response templates that were used daily by multiple teams.

●Excellent grammatical, writing, and editing skills.

●Strong ability to work independently.

●Experience as a professional photographer and proficient in Adobe Photoshop and Lightroom.

●Experience with event planning.

●Experience with social media management and marketing.

●Passion for the outdoors, arts, and creative pursuits.

●Over a decade of experience working with young children.

EXPERIENCE

Marriott International · Omaha, NE · 1999-current

On the Job Trainer · Marriott International 1999 – 2001

Quality Assurance Analyst, Internet Customer Care 2001 – 2003

Sales Manager, National Group Sales · Marriott International 2003 – 2004

Manager, eChannels Operations 2004 – 2011

●Managed day to day operations between Marriott and various OTAs (online travel agencies, such as Expedia, Travelocity, and Orbitz).

●Ensured both rate and content parity between Marriott hotels and the various eChannels, and worked with both the OTAs and the hotels to correct discrepancies.

●Created and implemented “JumpStart” program, which provided hotels a detailed resource for verifying correct content on a number of different data sources, including both internal and external sites.

●Assisted in building the eChannels team from the ground up, including interviewing and hiring all of the team members.

●Managed a team of thirteen people on the eChannels team, including their daily scheduling and assignments.

●Plan and execute team outings, holiday events, celebrations, etc.

Specialist, Internet Customer Care 20011 – 2014

●Responded via email to questions and concerns sent by guests.

●Documented guest concerns and hotel response in internal database.

●Assisted guests in trouble-shooting when they were having difficulty using our website.

●Assisted in various special projects, such as updating email templates used by the entire customer service team.

Operations and Support, eChannels 2014 – 2021

●Assist with daily eChannels operations, including working with both hotels and OTAs in creating, updating, and correcting content and rates to be displayed on various OTA sites.

●Special projects as assigned, including reports, managing department celebrations, and organizing department outings.

●Respond to inquiries from third-party OTAs regarding Marriott hotels and their rates, content, and contracts.

●Respond to inquiries from Marriott associates regarding their OTA concerns, questions, and recommendations.

●Develop templates to use in responding to both Marriott hotel associates and OTA partners.

●Develop training materials to use with cross-training, new hires, and international teams.

●Roll out new hotels on the various OTA platforms.

●Process weekly reports of new rates, parity concerns, and new hotel builds.

●Maintain photography database using VFM-Leonardo.

●Assist in training new hires.

Social Media Support (*concurrent with Operations and Support position) 2017 – 2019

●Selected to be a part of the Social Media team as well as maintain current duties.

●Create new Facebook pages for newly built hotels.

●Assist hotels in maintaining existing Facebook pages, including providing and removing associate access to the page, merging duplicate pages, and removing unused page.s

●Create ad accounts for users.

●Connect existing pages to Marriott’s Facebook Business Manager.

●Provide hotel associates guidance on when and how to post to Facebook and respond to guest interactions.

Supervisor, eChannels 2020 – current

●Training new hires, including creating training schedules and protocols, completing training, and supervising on the job training.

●Managing team committees.

●Managing team schedules and time off, including entering PTO and making schedule adjustments as needed.

●Schedule and execute regular team meetings.

●Respond to associate and hotel escalated concerns.

●Assisting with regular duties as needed by the Operations and Support team.

●Complete quality assurance checks on team member emails to ensure responses are correct, accurate, and timely.

SKILLS

●Skilled writer and editor:

oCreated hundreds of templates to be used in a professional environment by Internet Customer Care associates when responding to guests via email.

●Highly proficient with computers and computer programs:

oFamiliar with using both PC and Apple products.

oProficient in a number of Microsoft applications including Word, Excel, Outlook, and Powerpoint.

oProficient in a number of Adobe applications including Reader, Photoshop and Lightroom.

oProficient with a number of Google applications and products, including Google Docs, Blogger, and YouTube.

●Self-motivated and driven.

●Two decades of customer service experience and many years of managerial experience.

●Experienced and knowledgeable party and event planner.

●Creative and artistic, including experience as a professional photographer.

●Skilled in working with and managing young children, with over a decade of experience in childcare.

EDUCATION

University of Nebraska at Omaha · Omaha, NE

Attended 1999 through 2001

●Business Management program

Metropolitan Community College · Omaha, NE

Attended 2001 through 2005

●Business Management program

Contact this candidate