Aimee Heitman

• Promoted to an Elite Concierge role, providing personalized travel, dining, and entertainment solutions for credit card holders
• Trusted for quality assurance and team support
• Concierge Responsibilities:
• Assist clients with travel bookings, dining reservations, and activity recommendations tailored to their preferences
• Prepare detailed summaries of recommendations and findings, ensuring clarity and relevance
• Elite Concierge Responsibilities:
• Promoted to Elite Concierge in August 2021 to support team efficiency and accuracy
• Review emails and documents for consistency, accuracy, and adherence to service standards
• Conduct audits of team requests, ensuring superior quality and satisfaction
• Handle supervisor-level escalations and mentor team members to enhance service quality
• Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
• Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
• Responded to guest inquiries to maximize guest satisfaction.

• Supported SXM customers in account setup, billing inquiries, service retention, and upselling
• Addressed and resolved billing issues and assisted with account management
• Achieved retention goals by offering personalized solutions
• Trained in handling high-volume calls and resolving customer concerns effectively taking 30 or more calls per shift.

Provided customer service support via phone and email, managing inquiries and troubleshooting issues efficiently

• Skilled in multitasking and managing multiple customer communications simultaneously
• Leveraged computer systems to log interactions and update account information
• Inbound and outbound calls 30 or more per shift.