Cherilyn Jones Email & Phone Number

Los Angeles, California, United States

I expanded my previous role by taking over the responsibility of CX initiatives. I supervise, coach, and analyze customer interactions, continuously making improvements to ensure an exceptional experience for all of our guests. In this position so far I have created an improved process for onboarding and communicating new hire training for the.

In this role I absorbed the Reservations team (Contact Center) as my direct reports and began initiatives to expand the department. I executed a growth plan that increased staff from 12 to 25. I created the departments first budget and successfully decreased costs by transitioning the Contact Center Agent role from an office setting to a remote position. I.

Austin, Texas, United States

As Concierge Manager I had 28 direct reports including the Reservations Manager, Head of Concierge Training, and Group Coordinator. My daily duties included customer service coaching, conflict resolution, interviewing, hiring, employee discipline, customer and employee relations, escalated client recovery, and developing/implementing strategies to meet.

Austin, Texas Area

As the Lead Trainer for the Concierge department I was responsible for recruiting, coaching, and improving the Concierge training team. I designed and executed a new department training curriculum, coordinated and led training classes for all new employees in front desk, call center, and management roles. I designed a new trainer job description and.

As a Concierge I provided customers with an exceptional experience while scheduling, greeting, assisting with retail items, and at check out. I answered a multi-line phone system and scheduled spa and salon services using great attention to detail, using master scheduling techniques. I trained new front desk staff at all Austin locations on the Concierge.