Salish Lodge & Spa
September 2016 — Present
Creating memorable customer experiences through process improvement, issue resolution and root cause analysis. Skillfully guiding guests through the reservations process and delivering excellent customer service from the initial contact through departure. Maintaining knowledge of property and and offerings while supporting other agents and departments and providing a guest experience which anticipates needs and exceeds expectations.
Select accomplishments include:
- Increased customer satisfaction by 5 points by introducing new customer service method for responding to challenging customer issues.
- Improved loss analysis and tracking of agent’s bookings across services by implementing a new call tracking process.
- Led the implementation of a method to keep all agents abreast of special events and new offerings and procedures
- Decreased time to address customer issues by leading collaboration efforts across all departments