Reservation Agent Customer Care

Sheliah Caddell-Dennis

**** ***** ******* ***. ******, Texas 75228 Phone: 214-***-****

Objective

I am looking to expand my longtime career dedicated to the Property Management industry. After spending the last fourteen years in custom service, I'm seeking to use the twenty years prior to that in becoming an asset within your company. I thank you in advance for your time and consideration.

Work History

Hilton Worldwide Reservations and Customer Care (March 2007-September 2020)

Customer Service Specialist Advance Purchase

Assisting with prepaid reservation issues for reservations made and prepaid to visit hotels within the chain.

Solving issues and making decisions as to or not to refund monies. Processing refunds when warranted. Recording accurate and detailed comments to back up my decision

Guest Assistance /Supervisor

Talking with guests in regard to complaints and concerns with either prior or upcoming visits to hotels within the chain.

Reaching out to onsite hotel staff during research of guests’ allegations and rendering decisions that end in a satisfactory event for both.

Researching and eliminating fraudulent claims when they exist.

Customer Care Specialist

Assisting with Hilton chain guests that are members in the loyalty program.

Ensuring guests received the benefits associated with the program and making changes when needed as for technical advice for accessing program, relating program updates and how they affect members.

Briefly worked with the Diamond Desk a department dedicated to the elite members of the Hilton loyalty program.

Reservation Agent

Handling inbound calls with guests making reservations to visit a Hilton hotel which involved navigating to locate hotels that fit the needs of guests travel plans.

Upselling when warranted.

Accommodating guests by adjusting or verifying existing reservations by using knowledge of hotels and surrounding area to best help guests with their travel plans.

Other Achievements during employment at Hilton:

Received numerous recognitions for merit and meeting set goals within departments such as CTE awards, department top 10 awards and guests feedback awards.

Initiated department training documents

Developed department newsletter

Participated in a long-term project designed to enhance company policies and procedures in all departments with intent to provide the best experience for guests when at a Hilton brand hotel.

Property Management (1986-2007)

Duties included:

On site property manager for multi-family properties running day to day operations.

Supervising staff up to 10 people

Weekly and monthly reporting

As a District Supervisor above responsibility for multiple locations with staff up to 55, handling due diligence, budgeting, marketing and owner interactions.

Multiple certifications related to laws in the states of Texas as they pertain to Property management.

Training staff for tax credit properties

Education

Skyline High School 1973-1976

Eastfield Junior College - 1985

Certification in Early Childhood Education

PCI Institute - Certification in Mental Illness/Substance Abuse

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