Chantella Villegas
Wichita,KS
Summary
Corporate remote Assist Agent with six years of progressive experience supporting Marriott International’s consumer and guest relations operations. Proven expertise in escalated complaint resolution, consumer affairs case management, service recovery, and corporate correspondence. Highly skilled in policy interpretation, brand protection, loyalty support, and cross-functional collaboration. Recognized for professionalism, confidentiality, and consistent performance with multiple promotions and zero disciplinary actions. Seeking advancement into the Consumer Affairs Senior Liaison role.
Overview
6
6
years of professional experience
Work History
Assist Agent
Marriott International, Inc.
06.2024 - Current
- Enhanced Associate satisfaction through effective communication and prompt resolution of inquiries and issues.
- Mentored junior staff on best practices in customer service and conflict resolution strategies.
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved Associate complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses through DLZ and staying current on industry regulations.
Loyalty Care Representative
Marriott International, Inc.
09.2021 - 06.2024
- Resolved member inquiries, providing tailored solutions to enhance customer satisfaction.
- Facilitated loyalty program enrollments and account management for members.
- Collaborated with cross-functional teams to streamline service processes and improve efficiency.
- Analyzed customer feedback to identify trends and recommend improvements in service delivery.
- Improved customer retention rates by providing personalized assistance to loyalty program members.
- Enhanced customer satisfaction by addressing and resolving loyalty program issues promptly.
Sales and Service Representative
Marriott International, Inc.
10.2019 - 10.2021
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Resolved customer inquiries efficiently through various channels, enhancing overall satisfaction.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Provided exceptional support to clients, enhancing overall customer satisfaction ratings.
- Managed complex hotel bookings, ensuring customer satisfaction and timely responses to inquiries.
- Coordinated group bookings and special requests, providing tailored experiences to guests.
- Implemented quality assurance measures to enhance service delivery and resolve guest issues effectively.
- Coordinated with front desk staff to communicate special requests or needs of incoming guests, ensuring a tailored experience upon arrival.
Skills
- Provide operational guidance to associates on Knowledge Management (KM) articles, policy application, and approved modification options
- Review and process exception requests and accommodations within corporate policy frameworks
- Draft professional correspondence, and detailed case documentation
- Identify trends, recurring issues, and improvement opportunities to support service excellence
- Maintain compliance, confidentiality, and accuracy across all platforms
- Brand Protection & Risk Awareness
- Cross-Functional Collaboration
- Empower
- MARSHA
- IMS
- Tech
- SNOW
Timeline
Assist Agent
Marriott International, Inc.
06.2024 - Current
Loyalty Care Representative
Marriott International, Inc.
09.2021 - 06.2024
Sales and Service Representative
Marriott International, Inc.
10.2019 - 10.2021