Shannon Dandawa Email & Phone Number

-Engaged in data analytics, data mining, trending, and benchmarking to review client data for trends and areas important to client or industry, and proactively communicated findings to account management team- Supported various process improvement initiatives and special projects to improve business effectiveness- Analyzed customer travel patterns and made recommendations to account management for cost savings and productivity enhancements- Provided consultative input and delivery of strategic business reviews- Assisted account managers in developing and implementing key performance indicators and service level agreements

Wilmington, Massachusetts

• Maintained, updated, and distributed constantly changing villa content, listings, and owner calendar information• Monitored performance metrics and maintained key partner relationships• Sought and established new key partner relationships with vendors, including vetting potentialpartners, contract negotiation, assisting with web content build out and provided ongoing support• Acted as key contact for owner communications regarding property changes and updates, maintained vendor database, and advised individual homeowners in regards to commissions, promotions, special offers and incentives

Wilmington, Ma

- Prepared all departmental reports related to spending and productivity on a weekly and monthly basis- On a monthly and quarterly basis, provided Director of Customer Operations with analysis of performance metrics and trends including product, agent, vendor, program, and survey results- Completed ad-hoc analysis for specific cruise vendors as requested- Maintained vendor database by creating and updating vendor profiles, fares, and promotions as well as building and updating intranet pages with vendor information

Wilmington, Ma

- Received post-travel complaints from clients, initiated contact with vendor, and logged case- Researched post-travel complaints with hotels, cruise lines, and tour operators and negotiated fair compensation for clients- Responded by written communication or phone call regarding post-trip dissatisfaction and offered resolution and compensation as appropriate.

Franklin, Massachusetts, United States

- Hired, trained, scheduled, and supervised front office associates (front desk, breakfast attendants, and night auditors)- Resolved escalated guest concerns- Troubleshot emergencies- Acted as Manager on Duty in absence of General Manager

Orlando, Florida Area

- Completed internships at Walt Disney World in the areas of Food and Beverage at Disney's Animal Kingdom and Sports and Recreation at Disney's Blizzard Beach- Participated in seminar series focusing on Disney's customer-focused perspective