Francis Allen Email & Phone Number

Las Vegas, Nevada, United States

San Francisco Bay Area

• Oversee a Customer Support team responsible in engaging customers to resolve technical, billing, and support issues.
• Product leader and direct contact for internal Account Access team, supporting them on content disputes.
• Provide direct customer account support in troubleshooting and product walkthroughs.
• Manage escalated customer issues, engaging complaints with superior service to ensure issues are de-escalated and customer is properly shown capabilities of the platform.
• Handle 50+ customer support calls daily.

Greater New York City Area

• Leading the implementation of the Wyndham activities department at the first New York vacation ownership location, with over 200 rooms.
• Consulting with management team to establish annual budget, deliverables, and roll-out strategy of world class resort activities.
• Assisting property manager in daily responsibilities, ranging from vendor procurement, accounting, to performing area audits.
• Supporting housekeeping department by performing room inspections to ensure that above industry standards are being met.

Alexandria, Virginia

• Responsible for creating, planning, and implementing guest activity programs for the resort. Working with resort management to institute arts & crafts, pool games, movie night, karaoke, BBQ, brunch, and more.
• Formulated an activity schedule that emphasized guest interaction while remaining sensitive to guest needs.
• Disseminated activity information through the use of flyers, cable access channels, calendars and other appropriate formats.
• Managed all facilities and equipment to insure proper working conditions to include inventory. Coordinated all maintenance and replacement needs as required.
• Provided guests with area information, dining suggestions, and maps including area attractions to enhance guest experience.

Washington D.C. Metro Area

• Applied courtesy and problem solving skills to ensure customer satisfaction.
• Transformed “difficult” customers into loyal, repeat guests by leveraging strengths in premium service delivery and ability to find win-win resolutions.
• Cited for excellence in interpersonal communications, teamwork, customer service, flexibility, and reliability.
• Commended for multitasking abilities; frequently assigned the largest section of restaurant during peak dining hours.

• Acted as the personal assistant to Ryan Michael Hayes for two weddings located at the Newseum and Doukenie Wine.
• Assisted with the wedding event operations, which entailed: management of venue staff and coordination with banquet director, to ensure proper time management and site setup.
• Consulted on the event site floor plan and design, while ensuring follow through of site setup and tear down.
• Verified the audio/video equipment was functioning in coordination with the desires of the wedding party and DJ.

I participated in and oversaw the training of new employees and routinely checked in with their progress to ensure all employees were following store protocol. I consulted on the marketing of new establishments; traveling to assist with opening day activities and ensure the staff was fully prepared for business.

I assisted the Office of International Affairs with official correspondence preparation; to include: research, composition and proofing. I was tasked with the event preparation surrounding the National Law Enforcement Agents Conference by compiling conference material, advanced travel arrangement scheduling, and compiling and managing conference attendee.