Summary
Overview
Work History
Education
Skills
Languages
Timeline
Hi, I’m

Katia Laine

Parksville,NY
Katia Laine

Summary

Driven Customer Service Manager offering 20 years of expertise in hospitality and customer service. Demonstrated ability to develop highly effective teams to foster project completion and efficiency. A proven record of promoting excellent customer service retention thereby maximizing revenues and ownership value. Possess strong skills in Front Office Operations, Crisis Management, Human Resources Management and developing candidates for upward mobility. An effective communicator & team player with proven leadership skills. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

28
years of professional experience

Work History

Rose Priestess Reiki
New York, NY

Business Manager
10.2019 - 05.2023

Job overview

  • Oversaw end-to-end business processes to maintain proficiency and profitability.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Fully managed and operated online business structure
  • Oversaw business budget planning and administration
  • Grew the business from an idea to a profitable small business
  • Increased sales and client interest from 0 to 100%
  • Handled customer inquiries and suggestions courteously and professionally
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Responded to customer requests for products, services, and company information
  • Self-motivated, with a strong sense of personal responsibility.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Worked effectively in fast-paced environments.
  • Excellent communication skills, both verbal and written.
  • Organized and detail-oriented with a strong work ethic.

Narayana Yoga Project
Brooklyn, NY

Business Manger and Holistic Practitioner
05.2015 - 09.2019

Job overview

  • Provided organizational leadership and established business vision to achieve sales, profit, and revenue goals for yoga studio and alternative medicine practice
  • Promoted business on social media platforms to maximize brand identity and generate revenue
  • Assessed, optimized and elevated operations to target current and expected demands
  • Created and implemented marketing and advertising strategies for strategic growth and to support company's revenue goals
  • Develop company's website and online advertisements, boosting sales
  • Developed business and marketing plans and prepared financial reports
  • Mentored newly hired employees to take on responsibilities and tasks with understanding
  • Monitored market conditions to set accurate pricing structures and take advantage of emerging trends
  • Kept up-to-date on all regulatory changes affecting business operations
  • Interviewed, trained, and supervised yoga teachers, admin staff and interns
  • Owned and managed daily operations
  • Handled customer inquiries and suggestions courteously and professionally.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services, and company information.
  • Provided primary customer support to internal and external customers.
  • Analyzed customer service trends to discover areas of opportunity
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Organized and developed workshops, classes, music and special events to bring new opportunities and continue interest in a yoga studio
  • Recorded patients' health histories and provided over 10 consultations weekly

Ayurveda Center
Manhattan, NY

Business Operation Manager
04.2012 - 05.2015

Job overview

  • Provided organizational leadership and established business vision to achieve sales, profit and revenue goals for alternative medicine practice
  • Promoted store offerings through newspaper advertisements, catalogs and brochures to attract new customers
  • Conferred with customers to understand needs and finalize purchase orders
  • Leveraged social media to expand market reach and facilitate sales agent recruitment
  • Assessed, optimized and elevated operations to target current and expected demands
  • Mentored newly hired employees to take on responsibilities and tasks with understanding
  • Recruited and trained team members staff to perform daily business functions
  • Owned and managed daily operations of alternative medicine and spa business, including supervising employees and providing onsite training and continuing education to staff
  • Assessed all aspects of business operations to implement realistic annual budget.
  • Developed company's website and online advertisement
  • Developed marketing strategies
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.

Boston Park Plaza Hotel

Task Force Leader, Front Office
06.2011 - 09.2011

Job overview

  • Implemented and trained all procedure related to Front Office, guest service management and housekeeping as agreed by the Highgate Holdings management
  • Handled all delegated tasks including weekly meetings with the Highgate Management and all lead department meetings
  • Achieved cost-savings by developing functional solutions to guest service issues
  • Improved operations by working with team members and customers to find workable solutions
  • Improved customer satisfaction by finding creative solutions to problems
  • Worked closely with team members to deliver project requirements and develop solutions
  • Created agendas and communication materials for team meetings
  • Answered calls and emails, replied to customer questions and concerns
  • Performed site evaluations, customer surveys and team audits
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.

Hotel Thirty Thirty

Director of Front Office
12.2009 - 05.2011

Job overview

  • Responsible for overseeing operations of the entire Front Office department and personnel which included PBX, Bell Services and Reservation departments
  • Trained and mentored staff for desired results in guest satisfaction and retention
  • Created and generated reports as required
  • Coordinated schedules, payroll and expenses to meet budgetary guidelines
  • Ensured guest data and reporting was processed efficiently and accurately while maintaining proper security standards
  • Ensured all accounting transactions and cash handling procedures were in compliance
  • Conducted monthly meetings with members of the Front Office, PBX & Bell services Team to update team on current initiatives & projects with focus on achieving long term goals
  • Pro actively identified & resolved guest issues
  • Assisted housekeeping in day-to-day operations
  • Involved in the hiring & training of associates for the entire department which included cross training with other departments of the Hotel
  • Performed evaluations and provided coaching / mentoring for associate development
  • Corresponded with guest and acted as a liaison between the Hotel and Guest which included responding to third party sites including tripadvisor.com
  • Maintained a cordial and professional relationship between the local union and the hotel
  • Responded to guest compliance in Tripadvisor, Yelp and other related websites using Highgate applications website.b
  • Strategized with team on new processes and actively shared ideas, opinions and suggestions to improve environment and hotel experience.
  • Developed front-office programs that boosted morale and encouraged team to deliver exceptional service and cost control.
  • Managed, rewarded, coached, counseled, disciplined and terminated employees based on performance.
  • Coordinated office activities and operations, secured compliance to company policies and welcomed, screened and routed guests.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Radisson Lexington Hotel

Manager on Duty
12.2007 - 12.2009

Job overview

  • Ensured proper operations of the department which included shift closings, room deposits, refunds and rebates
  • Assisted the Director of Rooms in the day-to-day operation of the entire front office department and personnel
  • Supervised the operational activities of the hotel front desk thereby providing the highest standard of service while maintaining acceptable profit margins
  • Trained and developed Front Desk Agents for upward mobility.
  • Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
  • Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
  • Supervised and coordinated team to provide guidance and support and maximize performance.

Radisson Lexington Hotel

Guest Relations Executive
09.2005 - 12.2007

Job overview

  • Increased the loyalty of corporate accounts of the hotel from 20% to 30% through service delivery for corporate guests
  • Maintained extensive guest history to include preferences thereby promoting customer loyalty and retention
  • Instituted a streamlined VIP recognition process that included identification of VIP guests prior to arrival and dissemination of the information to various departments to ensure smooth delivery of service
  • Room Inventory Management for VIP Guests which included room allocation, amenity delivery and co-ordination with various departments to reduce inconsistencies in service delivery
  • Implemented a VIP amenity program at the direction of management
  • In charge of Special Requests Fulfillment that required co-ordination amongst various departments
  • Coordinated group arrivals through a full cycle process of room allocation, key creation, distribution of group rooming lists to various departments to include welcoming and escorting of groups
  • Responsibilities also included assisting the Front Office Manager in co-coordinating various activities with other departments as well as resolving guest issues
  • Spot checked rooms to ensure conformance with brand standards, cleanliness and working condition of all furniture and fixtures
  • Oversaw regulated greeting and internal processing of guests upon arrival.
  • Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
  • Remained available daily to respond to guest needs, complaints or inquiries.
  • Orchestrated temporary storage and delivery of luggage items for guests upon request.
  • Restructured lines of communication with housekeeping to make sure guests were satisfied with timeliness and quality of housekeeping services.

School No 645

English Language Teacher/Tutor
08.2001 - 06.2004

Job overview

  • Taught English language to students from second grade to eleventh grade
  • Responsible for increasing the English language scores of the students from an average of 5% in 2002 to 10% in 2004
  • Initiated proven teaching practices through a participative process with the students by implementing constant recognition programs with emphasis on motivation rather than reprimanding of students
  • Met with parents at planned meetings and in ad hoc conversations to discuss student challenges, behavior modification and performance
  • Worked one-on-one with struggling students to shore up learning in specific concepts
  • Graded assignments and offered constructive feedback to help students focus on areas in need of improvement.
  • Planned and implemented lessons to positively increase vocabulary and sentence structure skills.
  • Designed exams to test fluency in reading, writing, speaking and comprehension of English language.
  • Held parent-teacher conferences to communicate sensitive issues with parents.
  • Planned lessons for classroom of 15-25 students.

Middle School

Theatre Director
09.2000 - 06.2002

Job overview

  • Directed plays and coached students on theatrical performances
  • Directed the end of the year preferences
  • Reviewed scripts to determine most appropriate methods to use for directing both actors and crew members.

The Rugged Bear

Salesperson
09.1995 - 06.1999

Job overview

  • Managed the sales transaction process right up to billing and delivery
  • Performed duties as Assistant Store Manager
  • Oversaw inventory management of store items by managing stock and tracking fast moving items
  • Effectively merchandised profitable items in the store
  • Maintained strong relationships with customers from introduction to closing
  • Supported training and development of new staff on company policy, procedures and sales tactics
  • Bagged, wrapped and packaged purchases according to customer needs
  • Answered questions about current promotions and resolved issues according to store policies
  • Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.
  • Increased sales and customer satisfaction through personalized servicing.
  • Managed customer from initial contact to closing with attention to detail to build loyalty.
  • Trained and mentored new sales representatives.

Education

University of Metaphysics
Sedona, AZ

Bachelor of Science from Metaphysical Holistic Therapy
09.2021

Institute For Integrative Nutrition

Health Coach Certification from Wellness Coach
10.2018

Moscow University of Ecology And Political Science
Moscow, Russia

Bachelor of Arts from Journalism
06.2004

Skills

  • Relationship development
  • Customer service
  • Customer Relationship Management
  • Supervision
  • Decision Making
  • Active Listening
  • Conflict Mediation
  • Calm and Professional Under Pressure
  • Project Management
  • Customer Relations

Languages

Russian
Native or Bilingual

Timeline

Business Manager

Rose Priestess Reiki
10.2019 - 05.2023

Business Manger and Holistic Practitioner

Narayana Yoga Project
05.2015 - 09.2019

Business Operation Manager

Ayurveda Center
04.2012 - 05.2015

Task Force Leader, Front Office

Boston Park Plaza Hotel
06.2011 - 09.2011

Director of Front Office

Hotel Thirty Thirty
12.2009 - 05.2011

Manager on Duty

Radisson Lexington Hotel
12.2007 - 12.2009

Guest Relations Executive

Radisson Lexington Hotel
09.2005 - 12.2007

English Language Teacher/Tutor

School No 645
08.2001 - 06.2004

Theatre Director

Middle School
09.2000 - 06.2002

Salesperson

The Rugged Bear
09.1995 - 06.1999

University of Metaphysics

Bachelor of Science from Metaphysical Holistic Therapy

Institute For Integrative Nutrition

Health Coach Certification from Wellness Coach

Moscow University of Ecology And Political Science

Bachelor of Arts from Journalism

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Katia Laine