Customer Service Project Management

TRINA SLATER 773-***-****

Westchester, IL, ****4

********@*****.***

S U M M A RY

As an experienced professional with a diverse background in project management, customer service, and technical operations, I bring a proven ability to deliver exceptional results in fast-paced environments. My roles as an Implementation Manager and Guest Services Associate have honed my expertise in managing client relationships, optimizing processes, and resolving complex issues across various platforms. I possess advanced technical proficiency, including CRM systems, data analysis, and reporting tools like Salesforce, Microsoft Office, Tableau, and Google Sheets. With a strong work ethic, adaptability, and multicultural awareness, I thrive independently and within teams to meet project deadlines while maintaining high service standards. My customer-focused approach, leadership abilities, and dedication to improving operational efficiency make me an ideal candidate for a challenging tech role with a dynamic company.

P R O F E S S I O N A L S K I L L S

Client Relationship Management

Property Optimization for Online Distribution

Project Management

Data Analysis & Problem Solving

W O R K E X P E R I E N C E

Implementation Manager May 2024 - Present

VacayHome Connect Chicago, IL

Managed full implementation lifecycle, from post-sale onboarding through deployment, ensuring client satisfaction and high-quality delivery.

Collaborated closely with clients to understand unique needs, optimize listings, and ensure effective content management to maximize booking conversions.

Analyzed booking performance, provided strategic recommendations, and implemented optimizations to drive revenue growth. Monitored and troubleshot technical, content, rate, and availability issues to ensure smooth operations across multiple channels. Delivered outstanding customer service through routine client consultations and by supporting internal teams to improve overall performance.

Guest Services Associate Jul 2019 - May 2024

VacayHome Connect, LLC Chicago, IL

Provide one-touch resolution (when applicable) of guest and travel partner issues, via phone and/or email. Collaborate with the Contact Center team, to de-escalate issues. View, Edit, and Create reports of various data in the Contact, using Microsoft Excel, Tableau, and Google Sheets. De-escalate overnight issues, when on emergency phone rotation. Assist Finance team with preparing defense documents against Chargebacks. Maintain guests reservations, including but not limited to ensuring occupancy is update to date, and organize guest refunds, deposits, and payments.

View and maintain reservations of various platforms including but not limited to: Expedia, Booking.com, HomeAway, Airbnb, and TripAdvisor.

Oversee other members of the team, acting as a contact to assist with questions, and providing guidance in the role. Create and modify listings to ensure updated information on revenue platforms alongside our Marketing and Client Success teams. Reservation Coordinator Jul 2016 - Jul 2019

VacayHome Connect, LLC Chicago, IL

Responsible for monitoring reservations, inquiries, and cancellations from channels such as Booking.com, VRBO, Airbnb, Expedia, Tripadvisor, and HomeAway.

Manually track daily reservations using Excel and Google Docs. De-escalate overnight issues, when on emergency phone rotation. Answer questions and concerns from property managers, property owners, and guests. Training new hires.

Data Entry.

Tending to the after-hours emergency helpline.

Assist guests with processing of their payments using Virtual Terminal. Vacation Specialist Apr 2016 - Jul 2016

VacayHome Connect, LLC Chicago, IL

Provide excellent customer service through personalized conversation with potential guests that contact our Contact Center. Handle high volume of inbound call and email inquiries, special requests and booking reservations within our Contact Center. Provide accurate and detailed information to guests about our clients' resorts and vacation properties. Provide general information to guests about destinations and activities available. Respond to email inquiries in a timely manner.

Provide input to the marketing team to assist in managing resort listings. Access needs for potential guests and promote alternative products and services. Tier 1 Screener Mar 2015 - Apr 2016

GoHealth Chicago, IL

Field inbound and outbound sales calls into the Tier 1 Sales Center. Provide an excellent consumer experience for all caller. Guide consumers through the initial buying process by effectively screening calls and transferring calls to the appropriate sales team.

Process and quickly assimilate information to meet sales and call handling quotas and record high-quality information regarding consumer interactions and contact results.

Level III Recruiter May 2014 - Feb 2015

People Scout (Seaton Crop) Chicago, IL

Conducting professional interviews with individuals seeking employment with our clients. Scheduling successful candidates to the next phase in the employment process. Source, recruit, screen, interview and assess high volumes of candidates for exempt and nonexempt roles to exceed the client's needs and expectation.

Ability to work in a fast paced environment.

Data tracking, identifying potential areas of improvement, providing information to the client as needed, resolving problems, participating in client meetings and maintain a high level of customer retention and satisfaction. Admissions Support Agent Jan 2014 - May 2014

Student Scout (Seaton Crop) Chicago, IL

Process incoming and outgoing phone calls.

Respond to prospective student inquiries in accordance with Student Scout and client-specific procedures and subsequently mediate interaction with admissions representatives at corresponding educational institutions. Contact prospective students and deliver various scripts and qualifying questions. Navigate through databases and automated phone system. Introduce qualified prospective students to admissions representatives via call transfer. Build rapport with prospective students via active listening; provide appropriate and constructive replies to inquiries. Telephone Interviewer Apr 2013 - Feb 2014

National Opinion Research Center Chicago, IL

Conduct surveys on specific designed software.

Input data for quality social science research for national public interest. Working on behalf of the Centers for Disease Control and Prevention. Perform data imputations daily.

Excellent public contact experience.

Exhibit integrity and confidentiality in my work ethics. Understanding of laws and regulations pertaining to information security. E D U C ATION

High School Diploma: Cosmetology Jun 2010

Dunbar Vocational Career Academy, Chicago, IL

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