Jennifer Hardcastle Email and Phone Number

• 5 time top 50 agent in the call center in 8 months.• Selected for coaching new hires & veteran agents on their calls• Handles outbound and inbound calls as the first touch point for new customers. Provides excellent customer service to prospective customers.• Ensures the appropriate resolution and provides the proper communication to the customer.• Works in a call center environment supporting customers directly.• Helps customers by verifying information submitted by the consumer through an online inquiry.• Identifies customer’s goals and objectives and quickly builds rapport with potential customers.• Enters call data in the Interactive Scripter program

- Partnered with senior sales leaders (Director-level) within Hilton Direct sales organization, which books $366m in annual revenue, by providing administrative, auditing, lead management, reporting and RFP management support to drive commercial performance- Provided weekly conversion report to Hilton Direct to highlight RFP conversion percentages, identifying areas of improvement for account managers- Created opportunity audit report within Salesforce to ensure accuracy of submitted RFPs, reducing the number of errors made throughout opportunity creation process- Aided in development of an incentive program in support of Americas Week of Sales and Global Week of Sales, focused on converting outstanding opportunities across Hilton Direct- Coordinated sales support training and presented Hilton Direct opportunity follow-up on Direct and eChannel opportunities through Salesforce

- Supported two sales partners and/or account managers across the regional, intermediary, association and account management markets, averaging 50 accounts, 11,500 opportunities, and $5m in annual revenue- Consistent and timely data entry for all opportunities and conducted follow up with hotels to ensure prompt response, reducing the overall RFP process timeline- Full inbox support for designated Hilton Worldwide Sales team members, such as Managers, Sales Directors, or Hilton Direct partners while out of office which consists of opportunity extraction and creation, hotel sourcing, responding to clients, fires & favors, and VIP requests.- Provided account opportunity data for quarterly business review, to include revenue associated with accountopportunities and conversation percentage, while providing a year over year comparison on quarterly account performance- Audited definite opportunity data for accuracy and validated with respective hotels, in support of sales partners and account managers, to ensure accurate accounting of number of bookings and account revenue

- Supported inside sales organization through accurate order entry, handling of customer issues and escalations,and following up with customers to ensure overall satisfaction and order completion- Selected to be team trainer due to high level of knowledge and performance, highlighted by receiving three Neostar awards for excellent work ethic and accountability- Created daily and monthly sales statistics excel report to highlight the amount of orders processed by each team member, showcasing to leadership each individual administrator’s level of performance

• Managed the floor at all times with 1-3 sales associates on shift.• Store recovery.• Managed the flow of new clothing from the stock room to the floor.• Conducted drawer counts and completed payroll at the end of every shift.• Shipment intake for new clothing.• Achieving daily revenue targets.• Managed floor-sets monthly based on company expectation .• Provided excellent customer service at all times.• Provided coaching/training to all new hires.

• To manage incoming shipments daily.• Flow of new clothing from the stock room to the floor was complete by the end of the deadline given. • Floor set completions done once a month – 12 Hour shift.• Excellent customer service while on the floor as a sales associate