Eyvonne Marsh-Broughton
Hazleton
Summary
Accomplished professional with a proven track record at Hyatt, enhancing customer satisfaction and boosting revenue through expert upselling. Skilled in customer engagement and proficient in reservation software, demonstrated exceptional problem-solving abilities and a commitment to excellence in service provision.
Overview
11
11
years of professional experience
Work History
Reservation Agent
Hyatt
10.2014 - Current
- Provided high level of customer service to direct consumers or agents by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Resolved various issues and discrepancies for customers.
- Boosted revenue with upselling additional services such as room upgrades, offering excursions and transfers.
- Provided personalized assistance for guests with specific needs or requests, fostering positive relationships and repeat business.
Bed Coordinator
St. Luke's
06.2022 - 01.2024
- Contributed to infection control efforts by diligently adhering to room assignment guidelines regarding isolation precautions.
- Improved patient flow by efficiently managing bed assignments and coordinating with various hospital supervisors.
- Assisted in emergency situations by rapidly reconfiguring unit layouts and reallocating beds as needed.
- Streamlined communication between nursing staff and physicians for timely patient placement decisions.
- Collaborated with housekeeping to ensure rooms were cleaned promptly, resulting in reduced turnaround times for incoming patients.
E-Commerce Assistant
Apple Leisure Group
09.2013 - 10.2014
- Participated in regular training sessions and site inspections to stay current on company policies, procedures, and product offerings for better service provision.
- Provided exceptional customer service to agents and direct consumers through prompt response times, accurate information, and empathetic communication skills.
- Responded to customer issues and resolved complaints by leveraging expert knowledge.
- Contributed to increased sales revenue by upselling products through personalized recommendations based on customer preferences.
Education
No Degree - Business Administration
American InterContinental University
Schaumburg, IL01.2007
Skills
- Customer Engagement
- Phone Etiquette
- Call Control
- International Travel
- Telephone reservations
- Problem-Solving
- Upselling and Cross Selling
- Microsoft Office
- Staff Training
- Time management abilities
Timeline
Bed Coordinator
St. Luke's
06.2022 - 01.2024
Reservation Agent
Hyatt
10.2014 - Current
E-Commerce Assistant
Apple Leisure Group
09.2013 - 10.2014
No Degree - Business Administration
American InterContinental University
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