Heather Bekalemba
New York,NY
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Business Analyst
Marriott International
08.2022 - 08.2023
- Used Microsoft SQL to analyze conversion rates across multiple digital channels.
- Streamlined project management with effective communication and collaboration across cross-functional teams.
- Performed ad hoc data investigations analysis as necessary.
- Triaged and tracked 50 internal and external data requests daily.
- Researched, reviewed and analyzed existing requirements.
- Enhanced company-wide decision-making by developing comprehensive reports on key performance indicators.
Technical Support Specialist
Marriott International
05.2017 - 08.2022
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved 30 technical support inquiries per day.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
Reservations Agent
Marriott International
07.2015 - 05.2017
- Managed and closed 60 reservation calls per day to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Implemented marketing and promotional initiatives to increase hotel occupancy.
- Developed and maintained positive relationships with guests for satisfaction.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
Education
Master of Science - Project Management
New York University
New York, NYCurrent
Bachelor of Science - Business Administration
University of Nebraska At Omaha
Omaha, NESkills
- Workload Management
- Detail Oriented
- Spreadsheet tracking
- Good Judgment
Certification
Certified Scrum Master
Timeline
Business Analyst
Marriott International
08.2022 - 08.2023
Technical Support Specialist
Marriott International
05.2017 - 08.2022
Reservations Agent
Marriott International
07.2015 - 05.2017
Master of Science - Project Management
New York University
Bachelor of Science - Business Administration
University of Nebraska At Omaha
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