Summary
Overview
Work History
Skills
Timeline
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DENIKQUA JERRY-HILL

DENIKQUA JERRY-HILL

Fort Worth,TX

Summary

Hotel and Travel Management professional with 15+ years of experience driving guest satisfaction, team leadership, and operational excellence. Proven track record of boosting customer loyalty, resolving escalations, optimizing front-office operations, and leading cross-functional teams. Skilled in hospitality management, travel account services, call center operations, and quality assurance. Recognized for strategic problem-solving, staff training, and service recovery that enhance both customer satisfaction, and financial performance.

Overview

20
20
years of professional experience

Work History

Travel Account Specialist Supervisor

JP Morgan Chase
Plano, TX
04.2023 - Current
  • Supervise and coach travel account specialists to deliver customized, reward-based travel solutions.
  • Resolve escalated and complex customer inquiries, improving resolution times, and satisfaction.
  • Monitor call quality and identify training needs, enhancing staff performance and compliance.
  • Support customers in maximizing travel rewards, contributing to stronger client relationships.

Front Office Manager

Doubletree By Hilton DFW North
Irving, TX
02.2017 - 08.2025
  • Directed front office operations for a team of over 20 members, ensuring adherence to Hilton standards.
  • Reduced check-in wait times by 20%, significantly boosting guest satisfaction scores.
  • Partnered with housekeeping and maintenance to deliver seamless service recovery and guest experiences.
  • Managed operational and financial reporting, contributing to a 15% increase in guest loyalty.
  • Mentored team members, fostering career growth, and consistent performance improvement.

Quality Assurance/Workforce Management Scheduler

Health Net, Inc. / Centene
Irving, TX
07.2005 - 07.2018
  • Designed and managed workforce schedules across six national sites, optimizing agent coverage.
  • Implemented QA protocols, improving compliance and service quality across the call center.
  • Monitored calls and provided coaching, reducing errors, and enhancing customer service delivery.
  • Awarded the “Golden Standard” for outstanding commitment to quality and efficiency.
  • Created detailed inspection reports that informed management decisions, and improved processes.

Front Desk Supervisor

Hilton Arlington
Arlington, TX
10.2014 - 01.2017
  • Led the front desk team, ensuring smooth operations and guest satisfaction.
  • Trained and onboarded staff in Hilton customer service, conflict resolution, and standards.
  • Implemented upselling strategies that increased room occupancy and revenue.
  • Accurately managed billing, check-outs, and financial transactions.

Reservation/Sales

Hilton WorldWide
Carrollton, TX
03.2011 - 09.2014
  • Handled reservations while applying persuasive sales techniques to maximize bookings.
  • Collaborated with sales partners to launch and promote new services.
  • Consistently exceeded performance goals in customer service, and conversion rates.

Skills

  • Hotel operations and guest services
  • Travel account management
  • Customer loyalty and retention
  • Quality assurance and workforce scheduling
  • Financial auditing and reporting
  • Conflict resolution and service recovery
  • Reservations, sales, and upselling
  • Team leadership and training

Timeline

Travel Account Specialist Supervisor

JP Morgan Chase
04.2023 - Current

Front Office Manager

Doubletree By Hilton DFW North
02.2017 - 08.2025

Front Desk Supervisor

Hilton Arlington
10.2014 - 01.2017

Reservation/Sales

Hilton WorldWide
03.2011 - 09.2014

Quality Assurance/Workforce Management Scheduler

Health Net, Inc. / Centene
07.2005 - 07.2018

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DENIKQUA JERRY-HILL