Heaven Sepulveda
New Rochelle,NY
Summary
Detail-oriented customer experience professional bringing demonstrated success in transforming challenges into customer satisfaction. Over 10 years of guest service experience in the hospitality industry.
Overview
11
11
years of professional experience
Work History
Guest Experience Manager
Unibail-Rodamco-Westfield
JFK International Airport - Terminal 8
09.2023 - Current
- Successfully introduce & launch URW Airports' customer experience culture, "Expect the Exceptional," focused on the traveling guest & terminal employees to elevate delivery of service & hospitality standards.
- Facilitate classroom setting trainings for terminal operators, concessionaire managers, and front line staff focused on sales and service, cultural diversity, effective coaching for performance, emotional intelligence, and new hire orientations.
- Establish an online employee resource center that houses all customer experience e-learning modules, documentation, and other interactive communications.
- Own all aspects of customer experience performance manager for JFK - Terminal 8, ensuring that all URW and airport terminal employees are aware of "Expect the Exceptional" standards, the voice of the customer, and results.
- Analyze results and identify trends from mystery shop results; share areas of focus for future training needs with concessionaires and key stakeholders and present continuous coaching and action plans when appropriate.
- Monitor and respond to online reviews for Terminal 8 to remediate any conflicts and/or issues from traveling guests.
- Implement and foster new initiatives that celebrates the motion of what gets rewarded, gets repeated and launch a reward & recognition program to motivate employees and ensure continuity of elevated service.
- Support other disciplines in the projected redevelopment project in a phased timeline, ensuring a culture of hospitality is present for each traveling guest.
Senior Manager, Resident Experience
Beam Living
New York, NY
08.2022 - 06.2023
- Acted as the first impression for the Resident Experience team, collaborating with unionized tradesmen and quality assurance representatives, to deliver white glove service and establish a personal community for each resident and guest of PCVST.
- Managed, coached, & mentored a team of 27 Resident Support Specialists (onsite & remote) along with three Assistant Managers dedicated to the resident experience.
- Designed and fostered a collaborative, all-in work atmosphere with an open-door policy; improving employee retention by 95%.
- Evaluated job performance and performed weekly one on ones focused on personal and professional development, two-way constructive feedback, and OKRs contributing to the company's mission and values.
- Revamped processes intended to enhance the resident experience and operational efficiencies; established working documents, such as online knowledge articles and PowerPoints, to excel training initiatives.
- Empathetically and objectively reviewed resident complaints to de-escalate, remediate, and permanently resolve outstanding concerns.
- Reviewed & reported on work order income; analyzed current sales and identified opportunities of viable charges.
Manager of Memberships and Client Services
VIP Country Club
New Rochelle, NY
08.2012 - 02.2022
- Developed marketing action plans, including seasonal programs, and customer service strategies to elevate the seasonal membership experience, maximize employee productivity, and differentiate the company from local competitors.
- Managed membership sales, including contract renewals, account balances and payments, and cabana assignments.
- Built member relationships by responding to inquiries, identifying and assessing members' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolutions.
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices, and facilitation of proactive work environment.
Executive Assistant & Customer Service Manager
VIP Country Club
New Rochelle, NY
05.2015 - 09.2018
- Managed executive's calendar, including scheduling meetings, light travel, and screening communications (phone/email), to optimize time and support the VP's correspondence with members, private clients, and key stakeholders.
- Supported business and hospitality needs of business partners and staff during meetings and company events, including sitting on behalf of the VP.
- Created and managed office systems to efficiently deal with documentation for catering hall and private beach club.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Front Desk Team Lead
VIP Country Club
New Rochelle, NY
08.2013 - 09.2018
- Managed multi-line phone system and online communications of the company; established front desk KPIs to establish streamlined office operations and service to guests.
- Served as the first impression for new and returning guests; delivered white glove service to build rapport, satisfaction, and retention.
- Used industry expertise, customer service skills, and analytical nature to resolve guest concerns and promote business loyalty.
- Supported the organization of varying events from 50 - 800+ guests while being mindful of cultural diversity, exceeding contracted expectations, and nurturing relationships.
Education
Master of Science - Hospitality Management
Johnson & Wales University
Providence, RI08.2020
Bachelor of Science - Criminal Justice Management, Gender Studies & Public Administration
John Jay College of Criminal Justice of The City University of New York
New York, NY06.2019
Skills
- Empathetic, energetic, and assertive
- Proactive self-starter; able to work effectively with autonomy and openly with collaboration
- Detail-oriented with project management and leadership abilities
- Tech savvy with a willingness to learn new systems and platforms
- Proficient verbal and written communicator
- Customer-relationship management
- Resilient and problem-solving abilities
Professional Development
Sepulveda Consulting Services
February 2022 - Present
Supporting leadership transitions within VIP Country Club, I continue to be of support to the current executive team to ensure continuity of service, employee engagement, and membership enhancements.
NYPD 19th Precinct Auxiliary Services
February 2016 - October 2018
Serving as a community safety advocate, I volunteered patrolling services for the 19th Precinct, observing and reporting on conditions that required response by official officers including crime prevention and traffic control.
Timeline
Guest Experience Manager
Unibail-Rodamco-Westfield
09.2023 - Current
Senior Manager, Resident Experience
Beam Living
08.2022 - 06.2023
Executive Assistant & Customer Service Manager
VIP Country Club
05.2015 - 09.2018
Front Desk Team Lead
VIP Country Club
08.2013 - 09.2018
Manager of Memberships and Client Services
VIP Country Club
08.2012 - 02.2022
Master of Science - Hospitality Management
Johnson & Wales University
Bachelor of Science - Criminal Justice Management, Gender Studies & Public Administration
John Jay College of Criminal Justice of The City University of New York