JoAnn Sablan
Las Vegas,NV
Summary
Dedicated Hospitality professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
6
6
years of professional experience
Work History
Customer Experience Representative
US Bank National Association
02.2023 - Current
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Collaborated with team members to streamline communication processes, improving response times.
- Developed strong relationships with clients, fostering a sense of trust and reliability in the company''s services.
- Elevated overall customer satisfaction ratings with a focus on providing prompt assistance and empathetic support during interactions.
- Continuously refined personal communication skills, adapting to various customer personalities and preferences for optimal rapportbuilding.
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Documented customer interactions in internal database to maintain customer service history details.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Identified and resolved discrepancies and errors in customer accounts.
- Sought ways to improve processes and services provided.
- Delivered prompt service to prioritize customer needs.
Senior Reservations Agent
Columbia West Properties/Pineapple Hospitality
Bellevue, WA
05.2022 - 12.2025
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
- Handled billing information over phone.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
- Managed customer inquiries and reservations through phone and email communication.
- Utilized reservation systems to ensure accurate bookings and availability.
- Resolved various issues and discrepancies for customers.
- Maintained awareness of types of rooms available in different resort locations.
- Exceeded goals through effective task prioritization and great work ethic.
- Assisted customers with modifications and cancellations of existing reservations.
- Provided detailed information on services, rates, and policies to enhance customer experience.
- Resolved customer complaints professionally, ensuring timely follow-up for satisfaction.
- Collaborated with team members to streamline reservation processes, ensuring a seamless guest experience from booking to checkout.
- Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
- Provided personalized assistance for guests with specific needs or requests, fostering positive relationships and repeat business.
- Worked closely with front desk to achieve full occupancy of property.
- Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
- Maintained up-to-date knowledge of property offerings and local attractions to inform guests effectively.
- Provided high level of customer service to each person 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.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
Hotel Coordinator
Luxury Suites International & Luxury Realty/Management
Las Vegas, NV
07.2020 - 04.2022
- Managed room inventory to ensure optimal occupancy rates and maximize revenue.
- Resolved guest complaints professionally while maintaining a calm demeanor under pressure situations.
- Maintained high levels of customer service, resulting in consistent positive feedback from guests.
- Developed strong relationships with repeat customers through attentive service and tailored offerings based on preferences gathered over time.
- Coordinated with housekeeping, maintenance, and front office teams for seamless hotel operations.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Solicited and reviewed guest feedback and promptly resolved complaints.
Education
AIRLINE AVIATION DEGREE -
NORTHWEST SCHOOLS
Portland, OR09-1990
High School Diploma -
JOHN F. KENNEDY HIGH SCHOOL
GUAM09-1981
No Degree - Elementary Education
UNIVERSITY OF GUAM
Mangilao, Guam Skills
- Training Management
- Decision Making
- Travel bookings
- Friendly service mentality
- Telephone reservations
- Reservations assistance
- Customer engagement
- Guest accommodations
- Reservations management
- Guest experiences
- Organization and Time management
- Self-motivated professional
- Teamwork and collaboration
- Customer service
- Experience optimization
- Problem-solving
- Problem-solving skills
- Attention to detail
- Time management
- Multitasking Abilities
- Calm and professional under pressure
- Excellent communication
- Computer skills
- Understanding customer needs
- Reliability
- Team collaboration
- Customer service excellence
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Problem resolution
- Teamwork skills
- Decision-making
- Customer relations
- Phone etiquette
- Microsoft office
- Data entry
- Product knowledge
- Interpersonal skills
- De-escalation techniques
- Time management abilities
- Written communication
- Customer data confidentiality
- Policies and procedures adherence
- Professional demeanor
- Call center operations
- Sales and upselling
Timeline
Customer Experience Representative
US Bank National Association
02.2023 - Current
Senior Reservations Agent
Columbia West Properties/Pineapple Hospitality
05.2022 - 12.2025
Hotel Coordinator
Luxury Suites International & Luxury Realty/Management
07.2020 - 04.2022
High School Diploma -
JOHN F. KENNEDY HIGH SCHOOL
AIRLINE AVIATION DEGREE -
NORTHWEST SCHOOLS
No Degree - Elementary Education
UNIVERSITY OF GUAM