Florence Contreras
Pompton Lakes,NJ
Summary
Dynamic professional with a proven track record at Signature Aviation, enhancing guest satisfaction through strategic initiatives and effective communication. Skilled in leadership and relationship building, I drove a 23% revenue increase at Vanity Fair Brands by developing targeted sales strategies and mentoring teams, ensuring exceptional service and client loyalty.
Overview
23
23
years of professional experience
Work History
Guest Experience Leader
Signature Aviation
11.2012 - Current
- Led guest service initiatives to enhance overall customer satisfaction and loyalty.
- Developed training programs for staff to improve service delivery and operational efficiency.
- Implemented feedback mechanisms to gather insights and optimize guest experience strategies.
- Monitored service standards, ensuring compliance with company policies and best practices.
- Coordinated cross-departmental efforts to streamline communication and operational processes.
- Analyzed guest feedback data to identify trends and drive continuous improvement initiatives.
- Mentored team members in delivering exceptional service aligned with organizational goals.
- Played an active role in resolving guest complaints, leading to increased satisfaction scores and positive feedback from guests.
- Contributed to revenue growth by upselling additional amenities or services when appropriate during guest interactions.
- Trained new team members on best practices in delivering outstanding customer service in a fast-paced environment.
- Developed strong relationships with repeat guests, resulting in increased loyalty and return visits.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
Sr Sales Account Manager
Vanity Fair Brands
03.2002 - 10.2012
- Led strategic account management initiatives to enhance client relationships and drive revenue growth + 23% sales increases year over year.
- Developed comprehensive sales strategies that aligned with market trends and customer needs.
- Mentored junior account managers to improve sales techniques and foster professional development.
- Analyzed customer feedback to identify areas for service enhancement, resulting in increased client satisfaction.
Education
Associate of Arts - Fashion Merchandising
L I M
New York, NY06-1981
Skills
- Leadership
- Guest relations management
- Effective communication
- Critical Thinking / Reasoning
- Relationship building
- Effective multitasking
Languages
Spanish
Timeline
Guest Experience Leader
Signature Aviation
11.2012 - Current
Sr Sales Account Manager
Vanity Fair Brands
03.2002 - 10.2012
Associate of Arts - Fashion Merchandising
L I M
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