Summary
Overview
Work History
Education
Skills
Timeline
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Cindy Heinichen

Cindy Heinichen

Port Orange

Summary

Dynamic operations leader with a proven track record at OpenHotel, Inc., excelling in strategic planning and process improvements. Skilled in cross-functional team management and effective communication, I successfully revamped onboarding processes and enhanced client relationships, driving significant business performance improvements. Proficient in SaaS solutions and CRM tools, I foster high-performing teams.

Overview

14
14
years of professional experience

Work History

Director of Operations

OpenHotel, Inc.
10.2022 - Current
  • Technical proficiency in SaaS solutions and familiarity with CRM tools.
  • Achieved team goals through formalized training plans, coaching, and performance management.
  • Oversaw day-to-day production activities in accordance with business objectives.
  • Excellent communication and management skills.
  • Assisted in recruiting, hiring and training of team members.
  • Experience with enterprise property management systems and OTAs.
  • Revamped entire onboarding process for new clients.
  • Ensure smooth and efficient communication between all departments: sales, support, programming and graphics.

Customer Operations Manager

OpenHotel, Inc.
10.2018 - Current
  • Led projects and implementations of internal processes, methodologies and tools to improve business performance.
  • Designed and executed processes to meet business initiatives and drive continuous improvement.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Assisted in recruiting, hiring and training of team members.

Support Specialist

OpenHotel, Inc.
10.2011 - Current
  • Utilized ticketing system to track customer requests and prioritize urgent needs.
  • Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Built enterprise management systems for clients.
  • Trained new clients on the property management system.
  • Experience with SSLs, websites, security and launching templates.
  • Experience in mapping hotel rooms to booking.com, Expedia and other OTAs.

Education

Bachelor of Arts - Marketing

Florida Atlantic University
Boca Raton, FL
05-1997

Skills

  • Strategic planning and execution
  • Process improvements
  • Cross-functional team management
  • Employee reviews
  • Effective leader
  • Desktops, laptops, and mobile devices
  • Effective communication
  • Staff hiring
  • Written communication
  • Process improvement

Timeline

Director of Operations

OpenHotel, Inc.
10.2022 - Current

Customer Operations Manager

OpenHotel, Inc.
10.2018 - Current

Support Specialist

OpenHotel, Inc.
10.2011 - Current

Bachelor of Arts - Marketing

Florida Atlantic University

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Cindy Heinichen