Sandy N. Email & Phone Number

California, United States

New York, United States

As a dedicated Customer Success Manager and Product Manager, I wear multiple hats to ensure our customers have an outstanding experience while continuously enhancing our product offerings. My role encompasses a blend of customer-focused initiatives and product development activities, ensuring a seamless journey from product launch to customer satisfaction.Key Responsibilities:Product Management:Crafting detailed product release notes to keep our customers well-informed about new features and enhancements.Announcing feature launches across various platforms to engage and inform our user base.Conducting thorough post-launch analysis to gather feedback and measure the effectiveness of new features.Customer Success:Onboarding customers to our platform, ensuring they have a smooth and positive start.Developing comprehensive training videos and materials to facilitate effective use of our products.Troubleshooting and resolving customer issues and complaints promptly and efficiently.Managing and nurturing customer relationships post-launch and onboarding to ensure sustained satisfaction and engagement.With a strong focus on communication, problem-solving, and collaboration, I strive to create value for both our customers and our company. My goal is to drive customer success through proactive support and continuous product improvement.

Ensured the successful adaptation of the Nor1 Upsell Platform by providing key front end and backend support, including client KPI analysis and revenue optimization strategies, product training and onboarding, and optimizing the internal infrastructure to support it. This support was provided for the largest Nor1 portfolio of hospitality properties, which included 80 high profile properties generating over $5M in revenue annually.

Milpitas, California

Supported the management in overseeing the daily operations for a large 200 room hotel by managing all guest relations, front desk operations, answering high-volume phone calls, reservation requests, and resolving guest issues quickly and efficiently in a manner that preserved goodwill and the overall hotel objectives.

Trapper Creek, Alaska

Oversaw hotel operations for 200 room hotels part of the Princess Cruises. Supported the management of all hotel operations, including supervision, staff performance, training, guest relations, and front desk operations while upholding the High Quality Standard.

Disney'S Paradise Pier Hotel

Oversaw hotel front desk operations for the 481-room Paradise Pier Hotel. Managed guest check-in/check-outs, reservations, phone calls, guest services, and guest relations while upholding the AAA 3-Diamond Quality Standard.

Disney'S Animal Kingdom Lodge

Build strong customer relations by providing guests with four diamond customer service Uphold Disney’s high cleanliness standards by inspecting rooms daily and holding cast members accountable for their performanceMotivate and monitor housekeepers by providing daily feedback and recognizing them for their achievementsResolve Guest's concerns in a timely and professional manner by partnering with other departments and providing guest recovery if neededOversee the development of new housekeepers Analyze Guest's verbatim and reporting the area's progress to our Executive HousekeeperCreate housekeeping boards to maximize cast members' productivity and account for room discrepancies

-Processed guest check in and checkouts in a welcoming and timely manner-Created and modify room bookings to fit our guests’ needs-Trained new employees on front desk procedures-Analyzed the hotel’s daily audits and submitted to General Manager

-Received a service award for continued focus on safety in the workplace-Worked as part of a multi-dimensional team that served thousands of Guests per day-Delivered unique and memorable experiences for every guest by staying in character and playing the part-Maintained a safe ride experience for guests while efficiently reaching our hourly carry target-Resolved difficult situations while providing guests with excellent service-served as a leader among my peers in my area by serving as a role model for other Cast

-Worked with a team of 20 people in the planning and set-up for weekly wedding receptions-Organized Floor Plan for each wedding receptions by setting the decorations and setting up chair and tables

-Served as a liaison for students, coordinators, co-directors and director-Redesigned the filing system for Fraternity and Sorority Life-Maintained a high level of confidentiality while participating in the hiring committee -Archived historical information pertaining to fraternities and sororities

-Helped students with their personal growth by acting as a mentor-Tutored students in variety of subjects focusing on Math and English-Oversaw shifts of 6-8 Peer Mentors -Attended monthly meeting with program coordinator to assist with future planning for the program-Constructed documents for quality control and services analysis

-Revitalized the chapter’s fundamental philanthropy events, Mr. Fraternity and Strike Out Arthritis which generated over 3,000 dollars for Arthritis Foundation-Created the chapter’s semiannual Fiesta Night, that generated over 1,000 dollars to our philanthropy-Organized community service events for the chapter members-Marketed the chapter's activities and events to the student population-Facilitated the chapter's election process for the new term

Bachelor’S Degree, Hospitality Administration/Management

Activities and Societies: Alpha Omicron Pi

Education record

Activities and Societies: Interact Club, Badminton TeamAccumulated over 200 hours of community service hours