Analyzed service data at a five hundred room convention hotel to identify actionable trends and to develop initiatives. Evaluated customer experience data from platforms such as Medallia to determine department performance and create detailed reports on customer segments. Provided statistical feedback and conferred directly with six department heads to outline process improvement strategies targeting service quality. Designed and implemented a new platform to track customer touch points in real time, providing data on the customer experience and associate response effectiveness. Successfully executed initiatives targeting existing negative trends and anticipated future needs, resulting in a 12% increase in surveyed customer service scores and the highest Net Promotor Score in a year.

Assisted in the management of a nine hundred car fleet in areas such as inventory regulation for daily vehicle demands, online pricing for short term and long-term revenue goals, and managing vehicle issues such as maintenance, damage, and vandalism. Exceeded the process goals set forth by the company’s internal audit. Managed a team of agents to exceed sales and customer satisfaction goals through training, creating monthly sales contests, and providing evaluation-based feedback to employees on their sales performance.