Guest Experience Associate
Evolve Vacation Rental
Denver , CO
01.2021 - Current
- Field calls, live chat and emails from guests using a hospitality mindset and problem-solving skills to ensure effective solutions and one-call resolution in 92.5% of my cases.
- Build loyalty by making each interaction the only thing that matters at that moment and by following each case to its fruition. Rapport is remembered and rewarded, as is reflected in my 99% QA score average.
- Make booking adjustments such as date transfers or adding fees, as well as creating new bookings for guests, ensuring vacation rental is easy and flawless while setting the team up for success with detailed notes.
- Utilize a multitude of tech resources such as the KNS Guru, 15Five, Stella Connect and the CRM platform Salesforce. I am a quick learner in a rapidly changing tech environment and regularly provide feedback on tech issues that arise.
- Remedy issues quickly and effectively through active listening, conflict resolution and dynamic communication skills. I closed over 2000 cases in one month alone while maintaining a 4.83/5 star rating this year, consistently outperforming expectations.
- Lead new hire training sessions as well as helping existing employees learn new duties using my experience to add value.
- Creating an Employee Resource Group for Neurodiverse teammates and allies bringing them together in a virtual safe space to learn and grow.
- I am forming a LinkedIn Learning course recommendation program leveraging nearly 500 hours of courses and learning paths completed.
