ERIKA HAWKINS
Houston,USA
Summary
Member-focused hospitality and reservations professional with 1 year 8 months of experience at Hilton Grand Vacations. Skilled at building member trust, handling complex calls, resolving concerns, booking elevated vacations, and navigating member benefits and loyalty-related needs. Known for maintaining strong performance while delivering a warm, personalized experience. Finished a recent month at 16% VPC against a 10% goal—160% of goal.
Overview
9
9
Certification
20
20
years of professional experience
Work History
Member Experience / Reservations Team Member
Hilton Grand Vacations (HGV)
01.2025 - Current
- Handle inbound member calls involving reservations, vacation planning, account questions, benefits, and complex service situations.
- Develop tailored vacation experiences by assessing member preferences and connecting with ideal HGV choices and locations
- Demonstrate strong loyalty-focused service by building rapport, listening actively, and helping members feel valued throughout the interaction.
- Finished the month at 16% VPC compared with a 10% VPC goal and 7% minimum standard, reaching 160% of goal.
- Maintain performance across quality, productivity, adherence, and member-experience expectations while managing a high-volume call environment.
- Trained in HGV Max and Elite-related member experiences and reservation processes.
- Resolve escalated or complicated member concerns with professionalism, accuracy, and empathy while following company policies and procedures.
Education
Bachelor of Arts - IT Network Security
Ramassusen University
OnlineBachelor of Science - Mass Communication
Texas Southern University
Houston, TX08-2028
Associate of Applied Science - Computer Support IT Fundamentals A+Certification
Houston City College
Houston Texas 10-2016
High School Diploma -
Parkview Baptist School
Houston, TX05-1998
Skills
Member Loyalty & Retention
Complex Call Handling
Vacation Reservations
Relationship Building
Issue Resolution
Member Benefits
Upselling & VPC
De-escalation
CRM / Call Center Systems
HGV Max & Elite Knowledge
Quality & Compliance
Remote Customer Service
Positive attitude
Teamwork and collaboration
Customer service
Problem-solving
Clear communication
Attention to detail
Collaboration and teamwork
Following instructions
Leadership qualities
Computer skills
Product knowledge
Goal setting and achievement
Complex Problem-solving
Training and mentoring
Complaint resolution
Order preparation
Relationship building
Team building
Task prioritization
Conflict resolution
Call center operations
Data entry
Willingness to learn
Accomplishments
Recognized in Quality Assurance.
IT Fundamentals
A+ Certification housrs completed
Passport ready for international travel
ADDITIONAL QUALIFICATIONS
- Microsoft Office Suites Professional Advanced
- CompTIA A+ Certification (2016)
- IT Fundamentals
- 66 college credits completed through Houston Community College and Texas Southern University; Mass Communication / TV Broadcasting coursework.
CAREER VALUE
Brings a combination of hospitality, loyalty-service mindset, technical confidence, and call-center experience. Ready to grow into a dedicated Loyalty Experience role and contribute to member retention, engagement, satisfaction, and long-term loyalty.
Certification
A+ Certificate
Microsoft Office Specialist
It Fundamentals
Computer Support Specialist
Timeline
Member Experience / Reservations Team Member
Hilton Grand Vacations (HGV)
01.2025 - Current
Bachelor of Arts - IT Network Security
Ramassusen University
Bachelor of Science - Mass Communication
Texas Southern University
Associate of Applied Science - Computer Support IT Fundamentals A+Certification
Houston City College
High School Diploma -
Parkview Baptist School