Daniel Edmonds Email & Phone Number

Apollo Beach, Fl, Us

Tampa, Florida, United States

Tampa, Florida, United States

- Spearheading Customer Success and Technical Support strategies, optimizing service delivery across diverse client segments. - Leading NPS initiatives, consistently achieving industry-leading customer satisfaction scores. - Successfully scaled efficient and high-performing teams to meet growing demands while maintaining exceptional service levels. - Developed and executed proactive customer retention initiatives, reducing churn. - Implemented cross-selling and up-selling programs across the Customer Success team, driving additional revenue streams through the promotion of relevant products and features. - Voice of the Customer (VOC) within the organization, effectively conveying customer insights and needs. - Creating and nurturing strategic relationships with key customers, ensuring long-term partnerships and mutual success. - Leading customer facing professional service initiatives, providing consultation and solutioning to help customer design and implement hospitality systems. - Fostering cross-functional collaboration between sales, support, development and product teams to deliver seamless customer experiences. - Providing expert support and guidance to customers through effective customer support channels. - Passionate about developing future leaders, mentoring team members to excel in their roles and grow within the organization. - Utilizing data-driven decision-making processes, leveraging analytics to identify opportunities for improvement and optimize customer success and support efforts. - Supported the company during ownership changes and acquisitions, maintaining operational stability. - Developed and managed outsourcing programs that led to increased efficiencies and cost savings. - Leveraging Salesforce CRM to streamline processes and improve customer interactions. - Proficient in Jira and Confluence, utilizing these tools to enhance project management and team collaboration.

Houston, Texas Area

Houston, Texas Area

London, United Kingdom

- Managed Relationships with 100+ Hotel Supply Distribution Partners: Accountable for cultivating strong partnerships and driving performance across a diverse portfolio of over one hundred hotel supply distribution partners. -Strategic Partnership Management: Developed and maintained strategic relationships with key distribution partners, fostering collaboration and ensuring alignment with the company's goals. - Enhanced API/XML Performance: Tasked with optimizing the performance of API/XML connections, leading efforts to reduce error rates, and ultimately delivering a seamless experience for our customers. - Evaluated API Enhancements: Analyzed both commercial and technical requirements for API enhancements, driving improvements that enhanced the overall efficiency and customer satisfaction. - Ownership of XML Integrations and Certifications: Managed new XML integrations and certifications, ensuring a smooth onboarding process and expanding the company's distribution capabilities. - Global Collaboration with Data Services Teams: Worked in close partnership with our outsourced data services teams in India, streamlining operations and maintaining high levels of efficiency, resulting in exceptional customer service.

- Strategically managed the Distribution function: Oversaw the global distribution strategy for Millennium Hotels, optimizing revenue streams and ensuring seamless distribution.- Product Owner for the Central Reservations System (CRS): Spearheaded the development and enhancement of the CRS, resulting in improved booking efficiency and enhanced guest experiences. - Global Management of GDS Advertising Budget: Effectively managed the GDS advertising budget on a global scale, achieving maximum return on investment (ROI) by strategically allocating ad spend across vendors. - Key Technology Partnerships: Played a pivotal role in identifying, evaluating, and selecting technology partners, contributing to the company's growth and innovation. - Ownership of Strategic Connectivity Relationships: Fostered and managed strategic relationships with connectivity partners, expanding Millennium Hotels' reach and capabilities. - Management of Distribution Services Teams: Led teams responsible for enabling the seamless integration of new hotels onto distribution platforms, including rate loading (GDS and channel manager) and content updates. - Leadership of Central Reservations Call Center: Led the central reservations call center, ensuring exceptional customer service and smooth operations for the company. - Global Technical Support for Hotels: Managed the in-house distribution helpdesk, providing technical support to 125+ hotels globally, enabling smooth operations and troubleshooting. - Conducted in-depth analysis of distribution channels, marketing campaigns, and promotions, providing valuable insights for informed decision-making. - Successful CRS Migration: Oversaw the migration of 125+ hotels from Synxis CRS to Windsurfer CRS, ensuring a seamless and on time transition. - Key Stakeholder in Transition to Opera ORS and PMS: Played a critical role in the transition to Opera ORS and PMS systems, streamlining operations and enhancing the hotels capabilities.