Summary
Overview
Work History
Education
Skills
Timeline
Generic

Callie Fitchett

Pittsburgh,PA

Summary

Experienced customer experience and operations leader with over 10 years of success in hospitality and financial services, specializing in team leadership, process optimization, and service excellence. Skilled in managing remote and on-site teams, streamlining processes, and driving service excellence by using data insights to increase efficiency and guest satisfaction. Passionate about creating people-first environments that fuel both employee engagement and business outcomes.

Overview

10
10
years of professional experience

Work History

Service Experience Manager

Cetera Financial Group
04.2023 - 04.2025
  • Oversaw a U.S.-based remote team of 9 call center agents, delivering responsive and knowledgeable inbound support to the company's highest-performing advisors.
  • Utilized tools like Tableau and Salesforce to extract, visualize, and interpret performance data for senior leadership, driving evidence-based decisions
  • Streamlined service workflows, leading to improved response times and measurable gains in customer satisfaction ratings.
  • Monitored KPIs such as Agent SLA, AHT, and Call Quality to assess operational efficiency and identify areas for process optimization that aligned with company goals

Hotel Reservations Manager

Sage Hospitality
07.2018 - 10.2022
  • Directed reservation operations for a portfolio of 7 independent boutique hotels, ensuring seamless booking processes and exceptional guest experiences across all properties
  • Led and developed a high-performing team of 5 reservations agents, providing training, support, and performance coaching to optimize productivity and service standards
  • Collaborated with hotel GMs and revenue managers to align reservation strategy with revenue and profit goals, rate management, and seasonal promotions
  • Engaged in recurring revenue meetings to support rate strategy and booking optimization with revenue leadership
  • Monitored daily, weekly, and monthly reservation activity and system performance, identifying trends and implementing process improvements to boost efficiency and accuracy
  • I have built and managed rate codes in both Opera and Synxis, including configuring rate plans, setting up rate rules and restrictions, and ensuring accurate mapping to distribution channels.
  • Coordinated with revenue managers to align codes with promotional strategies and market demand.

Reservations Supervisor

Sage Hospitality
01.2018 - 07.2018
  • Supported a team of reservations agents by providing guidance, mentoring, and troubleshooting assistance to maintain high customer service levels
  • Monitored call queues, email response times, and system usage to ensure departmental efficiency and adherence to service-level agreements
  • Assisted with staff scheduling, training new hires, and conducting regular performance check-ins to foster continuous improvement
  • Handled escalated reservation inquiries and VIP guest requests with professionalism and attention to detail

Reservation Agent

The ART, A Hotel
03.2017 - 01.2018
  • Handled inbound calls and emails to book reservations, modify existing bookings, and provide guests with detailed information on hotel offerings and policies
  • Delivered personalized service by identifying guest needs and preferences, ensuring a smooth and welcoming booking experience

Front Desk Agent

Warwick Hotel
08.2016 - 03.2017
  • Welcomed guests with professionalism and warmth, efficiently handling check-ins, check-outs, and special requests to ensure a smooth and positive experience

Front Desk Agent

Manor Vail Lodge
06.2015 - 08.2016
  • Expertly managed check-in/check-out procedures and room assignments using advanced property management systems (e.g., Opera, SynXis), maintaining accuracy and efficiency

Education

BA - Anthropology

University of Colorado Boulder
Boulder, CO
08.2014

Skills

  • Luxury Hotel & Travel Reservations Management
  • Call Center Operations (remote and on-site)
  • Customer Experience & Service Recovery
  • Conflict Resolution & Escalation Management
  • Revenue Forecasting & Budgeting
  • Property Management Systems (PMS): Opera, SynXis, Sabre, Salesforce
  • Process Improvement & SOP Development
  • Performance Reporting & KPI Metric Tracking
  • Data and Trend Analysis
  • Microsoft Suite, Google Suite, Salesforce, Tableau, Qualtrics, AdviceWorks, NetX 360, Docupace, NICE, Track PMS, Sabre, Synxis, Opera

Timeline

Service Experience Manager

Cetera Financial Group
04.2023 - 04.2025

Hotel Reservations Manager

Sage Hospitality
07.2018 - 10.2022

Reservations Supervisor

Sage Hospitality
01.2018 - 07.2018

Reservation Agent

The ART, A Hotel
03.2017 - 01.2018

Front Desk Agent

Warwick Hotel
08.2016 - 03.2017

Front Desk Agent

Manor Vail Lodge
06.2015 - 08.2016

BA - Anthropology

University of Colorado Boulder

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