Summary
Overview
Work History
Education
Skills
Timeline
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Erin Hadd

Portage,MI

Summary

Detail-oriented team member with a strong foundation in writing, editing, and knowledge management. Adept at simplifying complex information into clear, actionable content and ensuring consistency with style guidelines. Skilled in collaborating with subject matter experts to implement feedback and prioritize updates that improve content accuracy and usability. Proactive and organized, with a passion for supporting team success through effective content.

Overview

24
24
years of professional experience

Work History

Reservation and Customer Care Agent

Hilton Hotels Corporation
10.2016 - Current
  • Built rapport with clients, resulting in increased customer loyalty and positive feedback.
  • Assisted guests in making reservations while building trust and providing excellent service
  • Resolved customer needs and issues promptly and professionally
  • Utilized problem solving techniques to assist guests with upcoming stays to make sure they receive their desired outcome
  • Answered guest inquiries over the phone and tried to maintain first call resolution
  • Educated guests where applicable to alleviate need for future contact
  • Increased customer satisfaction by effectively answering questions, suggesting effective solutions, and resolving issues quickly
  • Maintained up-to-date knowledge of products and services to effectively assist customers with their needs.

Revenue Management Specialist

Radisson Plaza Hotel
02.2007 - 11.2012
  • Monitored area events and and in house groups to anticipate rate adjustments and package options
  • Developed goals for optimizing hotel revenue through stretegic rate management tactics
  • Implemented promotional rates and packages in collaboration with other hotel outlets to drive revenue during slow periods
  • Conducted regular reviews of current rates and occupancy and recommended adjustments based on those findings
  • Assisted in forecasting future bookings through analysis of past booking trends
  • Evaluated existing company contracts and rate codes to identify areas where improvements can be made in rate structure
  • Analyzed historical data, market trends, and competitor rates to maximize revenue
  • Created reports to track performance metrics such as average daily rate, revpar, and occupancy
  • worked closely with the sales team to fulfill all group rooming needs


Front Desk Assistant

Island Heat Tanning
03.2001 - 10.2006
  • Answered customer telephone calls promptly and appropriately handled needs
  • Reconciled daily financial transactions at the end of each day
  • Assisted with scheduling appointments
  • Prepared daily shift open and close reports
  • Ordered any product needs and anticipated future needs
  • Initiated and implemented different specials and offers throughout the year


Education

Nursing

Western Michigan University
Kalamazoo, MI

Cosmotologist - Cosmotology

Chic University
Portage, MI
02-2007

Skills

  • Call center experience
  • Customer relationship management
  • Relationship building
  • First call resolution
  • Customer service
  • Time management
  • Multitasking and organization
  • Active listening
  • Adaptability and flexibility
  • Verbal and written communication
  • Decision-making
  • Problem resolution

Timeline

Reservation and Customer Care Agent

Hilton Hotels Corporation
10.2016 - Current

Revenue Management Specialist

Radisson Plaza Hotel
02.2007 - 11.2012

Front Desk Assistant

Island Heat Tanning
03.2001 - 10.2006

Nursing

Western Michigan University

Cosmotologist - Cosmotology

Chic University

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Erin Hadd