Jennifer Araujo, Ccsm Email & Phone Number

Orlando, FL, US

Orlando, FL

Southlake, Texas, US

Southlake, Texas, US

San Diego, California, US

• Supervised a team of 2 Senior Leads, 10 Leads, 65 Support Coaches and 6 Technical Support Agents
• Scaled the Support Team 3X in one year to keep up with demand and maintain high level customer experience
• Planned and launched 24/7 Global Chat within first 6 months of tenure
• Developed an upsell incentive compensation program for the front-line coaches, adding 30-40k additional MRR
• Increased CSAT to 95% by improving ticket efficiency and providing continuous learning programs
• Organized a Jira Icebox Taskforce to analyze and prioritize defect tickets, reducing from 600 to 20 each quarter

Dallas, Texas, US

• Generated new business through existing network and prospecting leads
• Marketed mobile key solutions for hotels within social media platforms and generated interest
• Gathered technical knowledge by researching competitive solutions and industry trends
• Worked closely with the development team ensuring product roadmap was in line with market needs

Amsterdam, North Holland, NL

• . Recruited to generate new business and grow an extensive, qualified pipeline by creating a process-driven culture
• Manage, develop and maintain sales plans that are designed to consistently hit high growth targets
• Establish sales objectives by identifying pockets of opportunity and deliver a step-wise execution plan to meet targets
• Maintain professional and technical knowledge by attending industry events and educational workshops
• Work closely with the marketing department for insights on focused campaigns to quickly scale the market segment

Southlake, Texas, US

• . Managed and maximized revenue for a portfolio of 120 high profile hotels, growing new net sales 30% YOY
• Exceeded 2019 sales goal by 250% (1.6 million) by targeting non-Sabre customers with GDS media subscriptions
• Achieved record-high retention rate of 98%, driven by acute understanding of hotel industry and evolving needs
• Selected by leadership to be the “voice of our customers” and collaborated with product team on roadmaps and prioritization
• Recognized as solutions expert for SynXis Platform, and asked to lead high profile demos and discovery calls
• Developed a monthly newsletter for clients showcasing product enhancements, release information, tips and tricks and industry trends which was embraced by the entire Sales and Account Management Team

Southlake, Texas, US

• Worked closely with the Technology Team to create a high level of customer and partner satisfaction and loyalty by anticipating and resolving customer issues in a manner that exceeded customer expectations
• Subject matter expert on SynXis platform: SynXis CRS, SynXis PMS, PropertyHub, Channel Connect, GDS, Digital Marketing
• Troubleshooting and work-around skills that helped de-escalate highly impactful incidences
• Primary liaison between IT leaders and other stakeholders within assigned accounts and internal service, product and development teams to prioritize enhancements and defect remediation as required in current market.
• Managed critical support escalations and served as key member of the account team with early engagement throughout the sales and product life-cycle

Southlake, Texas, US

• Led server migration of properties using SynXis PMS, including customer communication development of least invasive process, and proactive monitoring of hotel usage and health post migration
• On-boarded 30 new customers, built databases and installed the SynXis Property Manager for all new implementations reducing time to live and creating more efficient process
• Trained new properties on the PMS either remotely with video sessions or on-site
• Designed new training curriculum for changing technology and rendered over 150 resource training videos using Camtasia in order to streamline on-boarding and scale for enterprise customers

Southlake, Texas, US

• Supervised high-priority projects for the development team, including a new portal designed to prioritize internal Professional Services requests and the adoption of agile development methodology
• Managed ongoing PCI compliance initiative, working both internally with the security team and externally with the PCI auditor
• Proficient in MS Office Suite including Excel, Word, Visio, Outlook, Project
• SharePoint Administrator, maintained the development team’s SharePoint Site and adding new content
• Outlook Administrator, managed company distribution lists and created first ever role-defined access for employees