Evonne Moye' Email & Phone Number

United States

United States

Global Owners Access/VIP ServicesAs the Manager and Project Team Leader for the highly anticipated Global Owners Access Desk that would be servicing our Owners/Majority Investors and Executive Officers, I laid the foundation for the Critical Paths for various disciplines and Leaders, aided in the design of the Owners instance of the Salesforce platform, worked cross-functionally with Learning and Development to build a robust Training platform, defined KPIs, and built an effective and dedicated Team with extensive experience in the luxury market. The launch was a success. I further developed a 5-Year Plan that would enhance the luxury services extended, created an Operational Playbook, and process improvements. The desk generated a cost savings of $2.5 million dollars in the first year. I also ensured the delivery of an exceptional service experience for Owners and Corporate Executives who were staying at the Hilton Brands resulting in business retention and new business relationships.

United States

Executive Customer Relations/Diamond Special Services/Loss Prevention/Guest Assistance:As a courageous Leader managing a Team of 10 Development Coaches (Supervisors) and over 500 front-line Team Members across Teams, I ensured a focus on Root Cause Analysis, service resolutions, and recurrent Training to reduce the number of customer escalations to Executive Officers. I further developed and ensured the execution of Service Strategies that would have a direct impact on the customer journey, First Contact Resolution, and the Voice of the Customer. With a continued focus on reimagining the service experience, Team Member engagement and development, Team morale, and providing all tools necessary for an exceptional service experience, there was a substantial increase in VOC by 30 percentage points in less than 6 months. I also ensured expeditious and thorough investigations of fraudulent activities to Honors Accounts and Hilton Brand Hotels globally.

United States

Member Services/Diamond Special Services/Advance Purchase/Group & TourIn this role, I maximized the performance of front-line Team Members through consistent Coaching, Counseling and Team Member Development that directly impacted the customer experience. I managed the day-to-day workflow to ensure alignment and results of our operational objectives and provided operational and service solutions to complex situations. Focusing on Team Member morale, our employee and customer base were maintained and there was a build of new business relationships. I also focused my attention on process improvements for Diamond Member exceptions that resulted in a cost savings of $380,000 per year. I also led the effort of transitioning our Group and Tour office to a more central location and built an effective Team to manage business processes and reservations for Travel Agencies and our Hotels globally. As Interim Senior Manager for our global Service Teams, I reviewed existing business processes for streamlining and engaged our accounting and International Teams in Test Pilots with the goal of transitioning tasks for substantial cost savings. I further worked with Corporate Teams responsible for new hotel openings and hotel conversions to make certain there was minimal to no impact to our guests for relocation.

United States

Reservations, Hilton Honors Program, Diamond Special Services Desk:In this role, I secured reservations and international cruises for leisure/business travelers and Travel Agencies globally. I was instrumental in ensuring a successful launch of the Hilton Honors Program and continuously engaged with Corporate Marketing Teams and Hotel interests. Onboarding Hilton Hotels around the world with the tools and materials required for success, I was a direct support to General Managers regarding business processes and inquiries that were relative to the Hilton Honors Program, i.e. reporting, customer stay transactions, etc. I was also instrumental in the plans and successful launch of the Diamond Special Services Desk designed for our top tier Diamond VIP Members in the Hilton Honors Program. I built and continued to build great business relationships with our Diamond VIP Members that increased revenues across our Brands.

Bachelor Of Science - Bs, Business, Management, Marketing, And Related Support Services, Graduated With Honors

Business, Management, Marketing, And Related Support Services