Brisa Corona
Irving
Summary
Results-driven Customer Service Specialist with over 15 years of experience fostering strong relationships with clients and teams. Skilled in managing operations and coordinating activities through effective organization and multitasking. Committed to developing cohesive teams and enhancing internal processes while consistently prioritizing tasks and meeting deadlines.
Overview
16
16
years of professional experience
Work History
Associate Schwab Alliance- Advisor Services
Charles Schwab & Co
Westlake, TX
01.2023 - Current
- Ranked among the team's top performers in client sentiment by delivering personalized service, building client trust and effectively resolving complex concerns. 72% sentiment score. (Goal: 55%)
- Managed high- volume client inbound interactions while maintaining a 7.8 productivity score, surpassing departmental goal of 7.3
- Educated clients on account features, policies, and available solutions, ensuring delivery of a seamless service experience.
- Assisted peers with complex client cases and navigated internal policies to provide accurate, compliant client solutions, establishing recognition as a trusted resource.
- Mentored new team members through call shadowing and coaching, sharing best practices to strengthen client service skills and operational knowledge.
- Partnered with internal business groups, including WST/Banking Partners, to support enterprise initiatives and enhance client outcomes through an outbound accounting service campaign.
- Demonstrated a commitment to professional development by implementing coaching feedback, completing all required training and actively pursuing the Securities Industry Essentials (SIE) license.
Room Operations Manager (On Property Call Center)
Gaylord Texan Resort & Convention Center - Marriott Hotels
10.2021 - 09.2022
- Supervises on-site property call center department that covers (2) different locations of Gaylord Brand Hotels and Resorts.
- Oversees an additional team of Senior Reservationists within the call center as Reservationist Champion and Mentor.
- Evaluates all guest issues on-site and pre-arrival to ensure resolutions are met for ultimate guest satisfaction.
- Co-developed reporting process for pre-arrivals and past-stay guests to enhance guest satisfaction scores (GSS) throughout their stay.
- Managed creation of on-site reservations in collaboration with revenue management and sales departments.
- Oversaw daily reviews and coordinated meetings to ensure all hotel departments received accurate and timely information for guest and hotel use.
Senior Rooms Administrator
Gaylord Texan Resort & Convention Center - Marriott Hotels
10.2019 - 10.2021
- Managed department budgeting, purchasing, and employee scheduling, to consistently meet target goals and maintain profitable operations.
- Supervised and assisted front desk and call center agents with operational or guest issues.
- Coordinated property-wide payroll and provided support across departments, including call center, front desk, overnight operations, and housekeeping.
- Facilitated hotel operations during temporary COVID-19 shutdown and coordinated re-opening preparations.
- Supported Operational Excellence department with GXP Customer Care cases related to property from Customer Engagement Centers.
Room Operations Manager (Front Desk)
Gaylord Texan Resort & Convention Center - Marriott Hotels
04.2015 - 10.2019
- Completed operational reports and finalized backup data roll for property end-of-day postings and accounts.
- Supervised overnight team across multiple departments to ensure timely completion of all overnight operations.
- Finalized daily operational reports for leadership committees, housekeeping, security, and engineering departments.
- Created an environment of teamwork, collaboration, and open communication by empowering employees with relevant training.
- Managed daily team operations to ensure smooth workflow and collaboration among staff. to support departmental functions.
Front Desk Manager
Hilton Homewood Suites
06.2010 - 06.2013
- Resolved complaints effectively, leveraging opportunities to enhance revenue and strengthen brand loyalty.
- Coordinated cross-departmental solutions to meet guest needs efficiently.
- Maintained and organized front desk operations with regular attention to housekeeping needs.
- Analyzed daily reports and identified trends to address discrepancies.
Education
High School Diploma -
The Academy of IISD
Irving, TX01-2008
Skills
- Client management
- Risk Management
- Cross-functional collaboration
- Resource Navigation
- Multi-System Navigation
- Strategic Coordinator
- Complex problem-solving
- Adaptability
- Peer Coaching & Mentoring
Accomplishments
- Created the opening of a Senior Reservationist position within our on-site call center in order to increase department morale and growth opportunities. The creation of this position allows for specialized agents to be more personable with guests. Specialized agents had specific roles that aided in guest care satisfaction through all stages of their stay starting with the creation of the reservation, pre-arrival checklists, and post-stay engagement surveys.
- Oversaw Gaylord’s on-site upgrade program for the call center leading to a large increase in revenue for the first and last quarter of the year 2021. Our 2019 year generated a total of $67,696. The year 2020 generated $61,883 dollars in revenue. Upon overseeing training of this program, our agents were able to end the year 2021 with $147,453 dollars in total revenue generated within the span of 3 months. This was a contribution of 20% to Rooms total revenue generated for 2021.
- Aided in increasing Department Associate Engagement Surveys on property. In previous years, the call center was unable to receive passing scores for associate satisfaction. Upon my promotion, I made efforts to create personal connections with employees. It was imperative to interpret employee feedback to ensure their needs were met to create a new and positive atmosphere. By creating personal connections and making department changes, the call center department was able to reach a score of 100% for the Associate Engagement Survey score (AES).
Timeline
Associate Schwab Alliance- Advisor Services
Charles Schwab & Co
01.2023 - Current
Room Operations Manager (On Property Call Center)
Gaylord Texan Resort & Convention Center - Marriott Hotels
10.2021 - 09.2022
Senior Rooms Administrator
Gaylord Texan Resort & Convention Center - Marriott Hotels
10.2019 - 10.2021
Room Operations Manager (Front Desk)
Gaylord Texan Resort & Convention Center - Marriott Hotels
04.2015 - 10.2019
Front Desk Manager
Hilton Homewood Suites
06.2010 - 06.2013
High School Diploma -
The Academy of IISD