Raini Pender Email & Phone Number

Greater Philadelphia

Greater Philadelphia

Ardmore, Pennsylvania, United States

• Sell memberships to incoming callers and walk-ins. Achieved 100+% goals in first 2 months.• Cross Sell and upsell current members to other products.• Make outbound calls to members to review membership information and process renewals.• Cashier at front desk for incoming customers and dispatch to necessary departments as well as checkout members purchasing merchandise or services.• Customer Service for all calls from members and walk-in request including but not limited to Passport photos, International Driving Permits, Maps and Trip Tiks for auto travel.

Greater Philadelphia Area

Promoted to Account Manager in October 2019 - handle the needs of 50+ strategic and major accounts, including updating clients of new features and assist in training of staff. Act as advocate for the customer within OTA Insight. Responsible for churn and reducing “white space” of accounts. Achieved 115% of goals in first 6 months. Manage process via Salesforce and Chartio.

- Promoted to Revenue Insight team in January 2018 – assist the team in rolling out our new product, Revenue Insight, which is an integration with hotel PMS.- Responsible for technical set up of Property Management System Integrations for a new application that company developed for Revenue Analytics and Account Management for Revenue Insight customers based in USA.- Travel to potential clients to demonstrate new tool in and assist in securing new contracts. Went from a handful to over 500 trials in less than 6 months.

Greater Philadelphia Area

OTA Insight is a cloud-based data intelligence platform for the hospitality industry. We provide hoteliers with a suite of revenue management solutions that empower them to make smarter revenue and distribution decisions.- Hired as the first Customer Success employee in the USA, where my job was to provide “real time” support for global customers using company web application in hotel reporting (SaaS), using INTERCOM chat application. - Troubleshoot issues as it relates to the application and escalate as needed to tech team via Atlassian Jira. - Technical set up of new hotel trials using proprietary web-based software. - Helped company to achieve over 90% customer satisfaction scores on team responses to questions and concerns. Went from several hundred customers in US to several thousand in just 2 years.

Greater Philadelphia Area

- Support 8 Market Managers - assisting with reports in Qlikview and Microstrategy, performing hotel and market research, communicating with hotels to solve rate competitiveness issues, send hotel partners contracts and entering them in contract system.- We increased revenue by over 18% and reduced competitiveness issues by 5%- Clearslide “Champion”, responsible for training and updating team on use and best practices of Clearslide application. Clearslide is used to solicit hotels for participating in our marketing programs to increase sales. - Promoted to from Market Coordinator in January 2015.

- Update, coordinate and deploy e-commerce website additions and changes. Changes cultivated more than 10% in customer base.- Create, launch and analyze email marketing campaigns. Increased site visits by 12%.- Research and analyze e-marketing solution for clients.

- Manage staff of 5 database managers – over 150 hospitality clients. Services include address standardization, National Change of Address, append demographic information for existing clients, analysis of database reports and information.- Project Manager for CRM web applications for hotel clients including creating complex Microsoft Excel spreadsheets using data from SQL server databases. Project started with one customer and netted an additional 5 clients, increasing company monthly revenue by 5%.- Project Manager for web based marketing programs, including confirmation letters, pre-arrival marketing pieces, post-departure thank you letters and guest comment card surveys. Project started with one customer and netted an additional 75 clients over 2 years, increasing company monthly revenue by 20%.

- Hired for store opening as store floor staff. Promoted to department manager in 6 months, then again to Inventory Control, where responsibility was to manage high volume inventory and stock staff.- Trained sales and stockroom associates in proper inventory and computer operations, resulting in on-target bi-annual inventory counts.

Assisted hotel management companies such as Benchmark Hospitality in opening and acquiring hotels and conference centers.

Taught classes in Hotel History, Marketing and Reservations/Front Desk to Hotel Management students.

Education record

A.A.S., Interactive Multimedia, 4.0

Graduated with honors

Tourism And Travel Services Management

Certificate in Tourism/Travel