Office Manager/Executive Assistant
Resume:
Jodi L Chappell
Boise, ID
*************@*****.***
Objective
Relocating and seeking a challenging and rewarding position with a secure company that will allow me to work to my full potential.
Summary of Achievements
• High customer service and sales skills
• Produced measurable results in all aspects.
• Strong background in revenue management.
• Developed product in high compression states.
Experience
Expedia/hotels.com, Dallas, TX
Group Sales Operations Manager, 2008-Present
Oversee daily operations and customer service of a large revenue generating department. Handle any escalations of sales and customer service calls. Create policies and procedures for customer service agents along with staffing schedules and coaching. Monitor and perform quality assurance along with mid-year and yearly reviews. Work with hotels to ensure good customer experience and to resolve any issues. Work with Financial Operations on payments to hotel partners and refunds to customers. Produce daily and weekly sales and customer service reports. Work with Avaya phone system.
GetRV.com, Dallas, TX
Product Manager, 2008 - 2008
Researching and cold calling new vendors to place their recreational vehicles as rentals on the website. Train all private owners on the benefits of renting, offsetting costs, and ability to rent. Create listing of recreational vehicle then train owner/rental manager on how to use the owner end of website. Assist in any special requests from customers concerning their rv rental.
VRResNetwork.com, Dallas, TX
Product Manager, 2006 - 2008
Assisted with the launching of VRResNetwork website. Perform testing and quality assurance. Call new vendors to place their vacation homes as rental options. Train vendors on website and their vacation listings. Write content for landing pages on states and cities for the website.
Hotels.com, Dallas, TX
Integration Specialist-Market Management, 2004 – 2006
Assisted in all migration scenarios during User Acceptability Testing for one backend system and was responsible for completing the integration of Hotels.com and Expedia.com product to one backend system. Created and implemented training for all Product Development Departments on how to set up and use the migration tools while being a liaison between the user and the IT department. Identified and resolved issues for both systems and vendors.
Hotels.com, Dallas, TX
Supervisor Revenue Management, 2000 – 2004
Developed and managed up to 15 Revenue Manager with duties of hiring, training, and performance managing all department personnel. Developed and implemented Revenue Management functionality and business strategies. Created and managed pricing program for the company that ensured highest revenue, while resolving pricing issues. Strategized in securing more product over high demand dates and events while maintaining relationships in all markets. Evaluated forecasting reports and guided team members in strategies for maximum revenue growth and conducted presentations to the Sr. Director on goals, challenges, and accomplishments. Measured success of availability, value, and selection in markets month over month and year over year. Responsible for revenue projections and setting forecast of upcoming year.
Hotels.com, Dallas, TX
City Specialist, 1995 - 2000
Managed inventory and sell rates for top and upcoming markets such as New York, Chicago, Las Vegas, Orlando, Dallas, London, Paris, and Rome. Reviewed revenue projections for each city and tracked in relations to actual revenue. Secured additional inventory for high demand dates and priced them accordingly helping the company grow from sales of 3 million to 800 million. Negotiated with hotel partners on price and number of large sums of rooms to sell while also contracting new hotel partners. Educated hotel partners on the essentials of wholesale and internet distribution to help drive their sales. Helped to develop and improve website to stay ahead on competition for online travel industry.
Hotel Reservations Network, Dallas, TX
Administrative Assistant/Receptionist, 1994 – 1995
Answered and directed incoming phone inquiries, faxed documents to hotels for arriving guests and special requests. Data entry for new reservations and all brochure request lines while supporting all sales agents. Assisted in manual charging for accounting and overflow for customer service.
Education
International Aviation and Travel Academy, Arlington, TX
Travel and Tourism, 1993
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