Katie Ensor Email & Phone Number

Bethesda, Maryland, United States

Functions as a technical expert and proactively works with product, project, and support teams to provide a high level of engagement around functional, non-functional, and ad-hoc requirements in support of the Marriott Digital & Mobile Applications. Coordinates cross-functional groups to address requirements, questions, or potential opportunities, enhancements, or issues quickly to eliminate or minimize customer, project, and support impact. Coordinates regular communication with the Application and Department leaders of project and department milestone updates. Collect and consider all requirements when engaging project team members related to the functionality, applicability, and usability of the tools. Proactively seeks out information, tools, and resources to improve the end-result deliverable to generate a best-in-class support model.

Bethesda, Maryland, United States

Provides proactive problem follow-up and timely resolution to contacts with a focus on customer problem identification and resolution, while driving problem escalation as appropriate to ensure management awareness. Supplies feedback on monthly metric reports to assist upper management planning and performance reviews. Works very closely with vendors to ensure software and operational efficiency and to resolve any outstanding vendor software configuration or hardware related issues are resolved timely. Works closely with the business and operations team to address and resolve complicated, system wide issues to reduce performance issues. Reviews metrics and provides feedback on FAQs to provide hotels with the best knowledge transfer and enhancements to reduce customer satisfaction issues. Continuously works with internal and external teams to resolve issues with the Marriott Bonvoy application to ensure reported customer care issues are addressed and resolved. Works as a liaison between teams to create effective, long-lasting partnerships. Communicates changes to applications, systems, and provides training and documentation to both the core MGSS team and the Global support teams. Subject Matter Expert for Salesforce GXP Guest Experience, Marriott Mobile Key, and Mobile Dining applications. Part of the Knowledge Centered Support (KCS) team and produced a wealth of knowledge for analysts and property users worldwide. On-call 24/7.

Marriott International - Gaithersburg, Md

First tier computer software, hardware and Property Management Systems support for over 450Full Service Marriott and Renaissance Hotels in North America and Canada. Contributes general and complex knowledge and skill in technology to provide first level and second-level support for software applications such as ScerIs (a document retention software for reporting), and Guestware (industry’s most robust guest experience management system). Subject matter expert for the Elavon (formerly Global Card Services) Application suites: Fusebox, ScanStation/XTGlobal, and Folio Viewer. Proficient work in conjunction with vendors in troubleshooting and servicing hotel hardware and interfaces. Addresses property callers and guests' service needs in a professional, positive, and timely manner. Ranked a World-Class Customer Service provider by SQM Group, Inc. based on callers' surveys on personal knowledge, response, and overall customer satisfaction.

Marriott Business Services - Louisville, Tn

Installed new credit card interface for over 450 hotels. Played a key role in helping meet business, schedule, and budget objectives. Focused on the people side of change - including changes to business processes, systems and technology, job roles and organization structures. With the primary focus of creating and implementing change management plans that minimized employee resistance and maximize employee engagement. Created training materials and documentation to be disseminated through the Marriott Knowledge Based System for Marriott Support Analysts and end users across the world. Managed the training and support side of a roll out that affected every property's credit card authorizing, settling, and reporting functionality.Awards and Recognition: All-Star Nomination (2007) Team Award (2006), Bright Ideas Award (2006 & 2007) LifeSaver Award (2006 & 2007), Customer Care (2007)

Marriott Business Services - Louisville, Tn

Responsible for receiving, sorting, distributing and processing customer account adjustment requests submitted by client hotels. Adjusted accounts to include omitted charges or to adjust erroneous charges. Followed up to ensure adjustment requests were completed in a timely and accurate manner.Awards and Recognition: L.O.V.E. Award (2005) – Living Our Values Every Day LifeSaver Award (2005) Customer Care Award (2005)

Knoxville, Tn

Developed and implemented programs for the purpose of increasing and retaining bowlers through solicitation and promotion. Formed and retained leagues and promoted bowling to build lineage. Daily management of computerized automatic scoring system. Multi-tasked in areas including secretarial duties, computer applications, public relations, and customer service. Emphasis on customer relations and prompt satisfaction of customer requests. Responsible for implementation of employee training.

Bachelor'S Degree, Sociology

B.A., Sociology / Business Organizational Management Thesis: Hunger in an Affluent Society: A Growing American Epidemic

Education record