Olivia Kapasu Email & Phone Number

Maryland, United States

Orlando, Florida, United States

Orlando, Florida, United States

-Increased revenue for the hotel by Utilizing extensive knowledge of rates, packages ,special promotions and upselling rooms and amenities to guests-Successfully resolved guest complaints and issues using effective and proven creative solutions to turn negative situations into positive ones utilizing a customer-centric culture-Improved customer satisfaction ratings by personalizing the customer experience to cater to their needs and Encouraging customers to provide feedback and take all necessary actions to improve the customer experience.-Improved efficiency and productivity by streamlining processes that helped keep wait times shorter or not there at all for loyalty members-Recognized for outstanding performance in guest relations-Worked collaboratively with other departments to ensure smooth operations

Orlando, Florida, United States

-Provided excellent customer service, with ability to communicate effectively and professionally.-Successfully handled complex client requests-Resolved guest complaint in a timely and professional manner.-Established and maintained strong relationships with clients and prospects through follow ups-Maintained high confidentiality on client data-Managed the day-to-day operations of the concierge desk.-Answered an average of 50-100 calls, emails, and faxes per day, responding to customer inquiries, resolving problems, and informing customers and prospects about promotional services to increase revenue.-Consistently met my short and long-term targets.-Proactively participated in meetings and helped create new practices.-Helped management to identify workflow issues and find solutions.

Orlando, Florida, United States

-Maintained secure environment for staff and residents, following established safety standards.-Received positive feedback from clients or family members-Demonstrated strong communication and interpersonal skills and worked collaboratively with the team to ensure smooth operations-Engaged clients through conversation and companionship, promoting independence and social requirements.-Protected health information according to HIPAA policies and procedures.- Document client services in medical records

Lusaka, Zambia

-Managed full life-cycle of information technology projects from scheduling to final reporting.-Reduced call handling time by decreasing the average time while still providing effective solutions-Analyzed customer data to identify trends.-Achieved high first-call resolution rate-Conducted customer service recoveries using technical knowledge and business skills.-Troubleshot issues on device-specific problems, network performance and internet connectivity.