Miguel Tavarez Email & Phone Number

New York, New York, United States

- Provided onboarding and ongoing support to customers seeking to understand how to use the product to reach their wellness goals, while achieving individual and team KPIs related to response and resolution times, as well as customer satisfaction- Interpreted customer data via internal dashboards and provided feedback to engineering team on updating these tools to improve operational workflows - Contributed toward customer satisfaction by responding to reviews on social media, Trustpilot, and the iOS and Android app stores to identify and resolve any factors detracting from their experience- Identified and implemented upselling opportunities by recommending add-on options and provided offers to boost membership retention

New York, New York, United States

- Managed and oversaw a portfolio of new and existing Audicus users, offering onboarding experiences and support for their hearing aids via phone, email, text, and chat- Advocated for customers by identifying opportunities to revise operations processes and communication strategies and bringing them to the attention of team leadership- Retained customers by problem-solving, de-escalating issues, and building trust through high-touch and responsive support- Contributed to internal knowledge database, expanding product pages with newly documented issues on various user platforms (Android, iOS, SmartTVs) and proposed solutions

New York, Ny

- Contributed to the success of the sales office operations by maintaining the director’s calendar ofappointments and travel, arranging for the design and delivery of graphics or branded materials tobe distributed at industry events, and filing expenses and invoices in a timely fashion- Established and maintained relations with a curated list of local event planners and venue operators to generate an influx of leads for events, meetings and hotel accommodations- Achieved 2018-2019 YOY 91% increase in meetings revenue and 72% increase in food & beverage revenue associated with those meetings, through sustained prospecting efforts and consistently implementing creative solutions to clients’ needs and budgets- Owned communications with clients from the time of their initial inquiry, through scheduled tours of the hotel and contract negotiations, and, later, offering assistance during their stay or event and subsequent to their departure

New York, Ny

- Conducted onboarding of all new department hires, providing them with training materials and daily operations checklists - Offered feedback to agents in the form of written performance reviews, also via email and verbal interaction on a day to day and annual basis- Exercised discretion when handling sensitive personal information, carefully adhering to the hotel’s commitment to privacy of our guests and dutifully verifying all billing and invoice requests

New York, Ny

- Delivered personable and knowledgeable service in communications with hotel guests via email and phone before, during and after their stays- Leveraged friendly, tactful conversation in interactions with guests to identify and resolve shortcomings in guests’ experiences - Achieved role of department training coordinator at the end of probationary period, mentoring all subsequent new hires - Reservations Department Employee of the Year 2017

Brooklyn, Ny

- Developed relations with vendors in strategic markets, generating leads and acquiring new accounts across NYC- Responded to customer inquiries about products and orders over phone, email and in person - January 2016 Employee of the Month for 204% YOY sales increase across my accounts

Bachelor Of Arts (Ba), Comparative Literature

Education record