Caprice Harding
Orlando,FL
Summary
Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.
Overview
22
22
years of professional experience
Work History
Customer Support Specialist
Weichert Corporate Housing
12.2023 - Current
- Collaborate with cross-functional teams to address customer concerns and implement process improvements
- Serve as main point of contact for our corporate clients, resolving inquiries & complaints while maintaining a high levels of customer satisfaction
- Analyze customer feedback & provide actionable insights to improve service quality
- Improved service delivery consistency by standardizing response templates for common customer queries.
Assistant Director of Leasing
REZI
11.2020 - 10.2023
- Lead and coach a fully remote and onsite leasing team, achieving a remarkable 65% increase in sales goals & performance optimization
- Fostered strong relationships with landlord clients through property tours and proactive communication, ensuring client satisfaction and retention
- Monitored key performance indicators (KPIs) and prepared reports for senior management based on our leasing volume & market trends
Senior Sales Specialist
Furnished Quarters
03.2018 - 04.2020
- Successfully leased corporate units, consistently exceeding monthly sales targets and driving revenue growth
- Developed relationships with relocation companies and HR professionals for repeat business
- Exceeded quarterly sales targets through effective territory management and relationship building.
- Streamlined sales processes and improved efficiency by utilizing CRM tools and data analytics.
Reservations Manager
Novotel Times Square NY
07.2015 - 02.2018
- Led and trained the Reservations Sales team to optimize revenue and enhance guest satisfaction through effective booking strategies
- Analyzed booking patterns and market trends to develop pricing strategies and maximize occupancy rates
- Reconciled travel agency commissions and issued commission checks, ensuring timely and accurate payments
Night Auditor/ Interim Director of Front Office/ Rooms Controller
Affinia Hotels Group
05.2003 - 02.2013
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Manage room inventory and ensure optimal allocation based on guest requirements, hotel capacity, and special requests
- Coordinate with front desk, housekeeping, and revenue management teams to ensure seamless operations and maximize room occupancy
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Oversaw night auditing of daily room occupancy and hotel revenue.
Education
Bachelor of Science - Hospitality Management, Finance
New York City Technical College, CUNY
New York 12.2005
Associate of Science - Business Management And Accounting
Borough of Manhattan Community College, CUNY
New York, NY06.2003
Skills
- Yardi System Knowledge
- Salesforce Proficiency
- Skilled Communicator
- FQ Live Engagement
- Epitome
- SynXis System Expertise
- Sabre Proficiency
- Opera
- TARS Operation
- CLS
- Delphi
- Kronos
- Ving Card
- PeopleSoft Proficiency
- Skilled in MS Office Applications
- Email Management Expertise
- Team Leadership
- Proficient in Google Meet
- Proficient in Slack
- Remote Communication Skills
- Pars
Timeline
Customer Support Specialist
Weichert Corporate Housing
12.2023 - Current
Assistant Director of Leasing
REZI
11.2020 - 10.2023
Senior Sales Specialist
Furnished Quarters
03.2018 - 04.2020
Reservations Manager
Novotel Times Square NY
07.2015 - 02.2018
Night Auditor/ Interim Director of Front Office/ Rooms Controller
Affinia Hotels Group
05.2003 - 02.2013
Bachelor of Science - Hospitality Management, Finance
New York City Technical College, CUNY
Associate of Science - Business Management And Accounting
Borough of Manhattan Community College, CUNY
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