Front Desk Office Manager

Bibian Salami ************@*****.***

Bibian Salami

Kansas, KS 66226 Tel: [c] 913-***-**** Email: ************@*****.*** PROFILE

Results-driven Customer Success professional with experience in proactive customer engagement. Creative, value-driven, and committed to increasing customer retention and delivering customer success. Thrive well in a fast- paced environment and a team player. Excellent communication and presentation skills.

WORK EXPERIENCE

Account Coordinator

Next Move Inc -Kansas City, MO Mar 2022 – April 2023

● Researched client needs and matched candidates based on the probability of placement

● Collaborated with recruiters to submit clinical candidates to potential and existing client facilities

● Maintained client satisfaction by promptly meeting their staffing needs

● Assisted account managers as needed to cultivate, develop, and deepen client relationships

● Audited information in contracts for accuracy and constructively addressed errors Customer Success Apprenticeship

SV Academy - San Francisco, CA Oct 2021- Jan 2022

● Selected in top 2% of applicants for a program offered to high-potential individuals preparing for a CS role in SaaS

● Rigorously trained (300+ hours) and assessed on Customer Success skills by instructional coaches and industry professionals

● EQ: cultivating empathy, growth mindset, coachability, overcoming rejection, time management, prioritization

● CS workflow: the customer journey; human-centered customer engagement; practical experience with data and tech tools; managing risk and effectively escalating issues; following up with customers and logging activity; creating stories, executive summaries and slide decks for effective EBRs

Tech tools:

Bibian Salami ************@*****.***

Account Management Representative

Client Services Incorporated - Kansas City, KS Jan 2020 – Dec 2021

● Provided outstanding customer service to over 200 clients across various portfolios

● Represented three major top banks and financial services companies

● Motivated and guided clients through the collections process and provided positive outcomes

● Established rapport with customers while providing outstanding customer services

● Performed in the top 2% of account representatives for having reached the highest quota mark for the quarter Front Office Manager

Kansas City Country Club Plaza Marriott Hotel - Kansas City, MO May 2019 – Jan 2020

● Managed the overall front desk operations

● Partnered with the appropriate department to develop upsell opportunities

● Managed room inventory and generated 35% of sales revenue

● Assisted customer in problem resolution and corrected billing issues, thereby reducing customer complaints by 25%

● Motivated staff within the front desk and valet-departments resulting in 10% increase in job performance

● Prepared schedules for the Front Desk team to ensure the team is set up for success

● Managed budgets, revenues, proposals and controlled expenditure

● Implemented marketing strategies that resulted in a 25% increase in revenue

● Ensured that the hotel occupancy and average daily rate objectives are met. Dual Front Office Manager

Courtyard and Residence Inn by Marriott Kansas City Downtown May 2016 – Feb 2018

● Onboarded 12 front desk team members, conducted training, and developed procedures towards the successful launch of the hotel

● Increased customer retention through exceeding guest satisfaction survey scores

● Exceeded service goals by engaging with 50+ people daily and achieving a high rate of customer satisfaction

● Planned, organized, and developed front office operations

● Created standard operating procedures for Courtyard & Residence Inn Hotel Assistant Front Office Manager

Hotel Phillips Jul 2015 – Feb 2016

● Developed and implemented policies and procedures for the Hotel’s operations

● Collaborated with the sales team on account strategy development for corporate clients

● identified upsell opportunities, develop strategies aimed at building customer loyalty and increasing sales revenue

● Increased customer retention by responding to customers queries and resolving customer complaints in a timely manner Bibian Salami ************@*****.***

EDUCATION

University Of East London

Masters In Business Administration 2009 – 2010

Rivers State University Of Science & Technology

B.Sc. Adult Education & Community Development (2.1) 2000 – 2005

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