Jessica Grannis
Springfield,VA
Summary
Accomplished Sales Manager offering high performance leading development and implementation of superior sales strategy. Proven track record of identifying and creating profitable business opportunities, qualifying authentic prospects and cultivating strong partnerships. Demonstrated expertise in team leadership and development.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Catering and Sales Manager
Hilton Springfield
Springfield, VA
03.2023 - Current
- Developed pricing structures for services based on market research data.
- Led sales planning, development and account management to grow existing accounts and establish new sales accounts.
- Developed and maintained relationships with existing clients to ensure customer satisfaction.
- Created promotional material such as menus, flyers and brochures to attract new customers.
- Responded promptly to customer inquiries and complaints.
Customer Service Manager
Better Health
Fort Lauderdale, FL
06.2021 - 09.2022
- Developed and implemented strategies for providing excellent customer service experience.
- Monitored staff performance to ensure adherence to customer service standards.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Developed policies and procedures related to customer service operations.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
- Evaluated employee job performance and motivated staff to improve productivity.
Director of Operations
ATA Travel Services
Fort Lauderdale, FL
06.2017 - 01.2021
- Developed and implemented operational strategies to maximize efficiency, reduce costs, and improve customer satisfaction.
- Managed day-to-day operations of a large staff in multiple departments.
- Analyzed financial data to make informed decisions on cost savings initiatives.
- Created policies and procedures for improved workflow processes.
- Provided leadership and guidance to subordinate managers and supervisors.
- Maintained budgeting documents for accurate tracking of expenses.
- Reviewed contracts with vendors to ensure compliance with regulations and terms and conditions.
- Conducted performance reviews for direct reports and provided feedback for improvement opportunities.
- Oversaw the implementation of new technology solutions designed to streamline processes.
- Analyzed data trends and identified potential risks or opportunities associated with operations.
- Prepared staff work schedules and assigned team members to specific duties.
- Formed and sustained strategic relationships with clients.
Manager on Duty
Pelican Grand Beach Resort
Fort Lauderdale, FL, FL
02.2016 - 05.2018
- Trained new employees on job duties and company policies.
- Resolved customer complaints in a professional manner.
- Identified and corrected performance and personnel issues to reduce impact to business operations.
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Produced thorough, accurate and timely reports of project activities.
- Proposed or approved modifications to project plans.
- Ensured compliance with safety regulations, company policies, and procedures.
Front Office Supervisor
Sawgrass Grand
Fort Lauderdale, FL
05.2015 - 02.2016
- Supervised front office staff, including hiring and training new employees.
- Ensured proper customer service standards were met.
- Monitored guest check-in and check-out procedures.
- Maintained accurate records of all guests' bookings and payments.
- Coordinated with other departments to ensure smooth operations.
- Scheduled staff shifts and assigned duties as needed.
- Implemented policies and procedures related to the front office operations.
- Analyzed financial data to ensure maximum profitability for the hotel.
- Prepared reports on occupancy rates, revenue targets, and other performance metrics.
- Created promotional materials such as flyers or brochures to attract more business opportunities for the hotel's front desk operations.
- Conducted regular meetings with front office staff members to discuss any issues they may have encountered during their shift hours or when dealing with guests directly at check-in and check-out counters .
- Evaluated employee performance reviews on an ongoing basis and provided feedback accordingly so that staff members could continue improving their skillset over time .
Education
High School Diploma -
Florida Air Academy
Melbourne, FL05-2015
Some College (No Degree) - Associate of Science
Ashworth College
Norcross, GASkills
- Business Needs Assessment
- Sales Reporting
- Operations Management
- Account Acquisition
- Price Structuring
- Staff Training and Development
- Attention to Detail
- Problem-solving abilities
- Analytical Thinking
- Salesforce Software
- Data Analytics
- Relationship Building
- Team Recruiting and Onboarding
Certification
- Hospitality Management Certificate
- ONQ
- Opera PMS
- BixTrix 24
- R&I
Timeline
Catering and Sales Manager
Hilton Springfield
03.2023 - Current
Customer Service Manager
Better Health
06.2021 - 09.2022
Director of Operations
ATA Travel Services
06.2017 - 01.2021
Manager on Duty
Pelican Grand Beach Resort
02.2016 - 05.2018
Front Office Supervisor
Sawgrass Grand
05.2015 - 02.2016
High School Diploma -
Florida Air Academy
Some College (No Degree) - Associate of Science
Ashworth College
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