Grace Haenny
Loveland,CO
Summary
Energetic and detail-oriented Call Quality enthusiast with a background in hospitality-based phone support, where I honed my skills in delivering top-tier communication and training. With extensive experience in call quality evaluation, call scoring, and using analytical platforms to identify trends and improvement opportunities, I’m passionate about supporting teams to grow in consistency, knowledge, and accuracy. I developed and implemented a call training program at my current job, helping agents boost performance and achieve greater consistency and service.
Overview
6
6
years of professional experience
Work History
Client Care Representative
Savoya
Colorado Springs, CO
12.2022 - Current
- Deliver high-quality phone and written communication, ensuring clarity, empathy, and professionalism in all customer interactions.
- Completed rigorous training on call quality, call structure, and performance metrics, consistently applying best practices in evaluations.
- Respond to emails, chats, and customer inquiries in a fast-paced, quick-thinking environment, ensuring accurate and timely support.
- Adapt to dynamic situations, maintaining composure and delivering effective solutions under pressure.
Concierge
The BROADMOOR, Diamond Resort
Colorado Springs, CO
12.2021 - 12.2022
- Member of the leadership team who aided in onboarding, training, and mentoring employees on A1 Visas as well as domestic employees.
- Greeted clients and provided personalized support to meet unique needs and promote the Broadmoor brand.
- Addressed client inquiries and resolved issues and complaints regarding various travel arrangements.
- Responded immediately to clients' questions, issues, and complaints and found effective solutions when required.
- High level of organization travel arrangements for groups, couples, executives and special needs clients.
- Scheduled deliveries of flowers, gifts and balloons and made guest reservations for spa services and dining.
Character Costuming- Disney College Program Intern
Walt Disney World
Orlando, FL
07.2019 - 01.2020
- Worked closely with entertainment cast members by dressing them prior live shows, responsible for thousands of dollars in costuming inventory, operate computerized Costume issue system.
- Completed multiple overnight shifts preparing for large productions
- Promoted within 2 months of joining the company
- Received Fall Protection training
- Physically demanding role which required ability to complete strenuous tasks throughout the day.
Server
Blue Agave Grille
Fort Collins, CO
03.2020 - 03.2021
- Provide exceptional service to 100+ customers per day at an upscale, fine-dining establishment.
- Greet customers, answered questions and recommended specialty Tequila and desserts to increase profits.
- Operate POS terminals to input orders, split bills and calculate totals.
- Maintain polite and professional demeanor to patrons to encourage inquiries and order placements.
Education
Bachelor of Science - Hospitality Management And Business Administration
Colorado State University
Fort Collins, CO12.2021
Certification -
Colorado State University
Fort Collins, COSkills
- High-Standard Customer Service (Hospitality Experience):
Worked in two prestigious hospitality settings (The Broadmoor, Savoya), where exceptional phone-based, in-person, and written communication was paramount This experience has honed my ability to maintain high standards of service and provide valuable training to others within the call center environment - Call Quality Training Expertise: Proven experience in delivering high-quality training on call quality standards, including presentations during team weekly meetings, mentoring new hires, and continuing to elevate company standards
- Employee Assessment Development: Experience in partnering with leadership to design and maintain employee scorecards that reflect weekly, monthly, and annual performance, enabling clear, actionable feedback for agents, and aligning team objectives with overall business goals
- Understanding of Databases and reporting: Proficient in Microsoft Excel, TwilioFlex, Cluvio, RingCentral, and other platforms to gather data and translate itinto viable feedback
- Strive to build relationships with coworkers and guests that I serve: Maintain close relationships with past employers and coworkers, as well as clients and vendors I interact with Over 10 unsolicited written "shout-outs" from clients, resulting inthe highest number on my team
Timeline
Client Care Representative
Savoya
12.2022 - Current
Concierge
The BROADMOOR, Diamond Resort
12.2021 - 12.2022
Server
Blue Agave Grille
03.2020 - 03.2021
Character Costuming- Disney College Program Intern
Walt Disney World
07.2019 - 01.2020
Bachelor of Science - Hospitality Management And Business Administration
Colorado State University
Certification -
Colorado State University
Similar Profiles
SEAN MCGEESEAN MCGEE
CHIEF TECHNOLOGY OFFICER | CHIEF INFORMATION SECURITY OFFICER at SavoyaCHIEF TECHNOLOGY OFFICER | CHIEF INFORMATION SECURITY OFFICER at Savoya
Karley WickKarley Wick
Sales Development Representative at SavoyaSales Development Representative at Savoya
Jelana Folkes-LopezJelana Folkes-Lopez
Sales Director at SavoyaSales Director at Savoya
Shelbi SmithShelbi Smith
Staff Accountant II at EnviroTech Services, LLC, Full-TimeStaff Accountant II at EnviroTech Services, LLC, Full-Time
Jesus Alan Rios MontanezJesus Alan Rios Montanez
Trucker at Truck DriverTrucker at Truck Driver