K.DEE IGNATIN
Decatur,AL
Summary
Dynamic and results-driven professional with over a decade of experience in customer service, sales, and marketing within the hospitality, gaming, and media sectors. Proven track record of enhancing brand visibility, improving customer satisfaction, and driving revenue growth. Skilled in developing and executing innovative marketing strategies, managing high-stakes customer relations, and leading cross-functional teams to achieve company objectives. Reliable and top-notch sales associate with outstanding customer service skills and relationship-building strengths. Dedicated to welcoming customers and providing comprehensive service. Possesses an in-depth understanding of sales strategy and merchandising techniques.
Overview
19
19
years of professional experience
Work History
Inside Sales Agent
Publishing Concepts Inc.
03.2023 - 07.2024
- Answer client calls in quick succession
- Collect and update data in a timely fashion
- Establish rapport and present multiple products to clients during each call
- Make purchase offers and solicit donations for partner organizations
- Regularly achieve a top box score of almost 90% of respondents for the company.
- Managed friendly and professional customer interactions.
- Used CRM software to maintain detailed contact logs and account records.
Customer Care Service Agent
Marriott International
01.2015 - 12.2022
- Accept calls and provide guests with account assistance, folio requests, complaints, concerns or billing issues, provide general Marriott.com and Marriott Mobile App assistance, Marriott Rewards Account assistance, develop and manage customer care case files from open to close, with an emphasis on high customer satisfaction that avoids confrontation or escalation of issues
- Work successfully with hotel leadership, worldwide, to manage cases quickly and maintain high guest satisfaction
- Provide creative and timely solutions, swiftly negotiating shared service responsibility between corporate brand loyalty and hotel policy, leading to solid service recovery and brand loyalty retention.
Sales and Services Specialist
Marriott International
10.2015 - 02.2016
- Process reservation requests, changes, and cancellations received by phone
- Identify guest reservation needs and determine appropriate room type
- Verify availability of room type and rate
- Explain guarantee, special rate, and cancellation policies to callers
- Accommodate and document special requests
- Answer questions about property facilities/services and room accommodations
- Follow sales techniques to maximize revenue
- Input and access data within the reservation system.
Director of Marketing
The Whistler Group (DBA - Corner Bakery Cafe)
07.2013 - 06.2015
- Drive community visibility and revenue increases developing and executing impactful marketing strategies
- Forge and leverage solid working relationships with media vendors ensuring optimized coverage and stringent cost control
- Create and distribute effective support materials boosting catering and special event engagements
- Generate, analyze, and communicate relevant data in specialized reports to senior leadership conveying progress and establishing solutions for marketing, communication, and community relations issues.
News Reporter / Lead Anchor / Co-Owner
Texas News Moment Radio News Network
09.2009 - 05.2012
- Gather information and conduct interviews, as well as, writing and editing news copy for 10+ stories per day, Monday through Friday
- Executed seamless production of the show, 3 times per day, for broadcast on 16 Texas radio stations.
Media and Promotions Manager / Publicist
Avi Resort and Casino
11.2005 - 06.2008
- Serve as media spokesperson for the resort's General Manager
- Plan, negotiate, contract and purchase monthly media buys
- Administer budgets for both marketing and national sales departments
- Created and distributed regular press releases to 800+ local, regional, and national outlets including print and broadcast media
- Write, and record commercial ad copy, deliver presentations, and contribute articles for numerous entertainment and travel publications
- Collaborate with the graphic design team on creation of local, regional, and national promotional ad campaigns
- Supervise casino's players club staff, floor drawings, slot tournaments, gift programs and special event staff
- Project management of multiple special events per month.
- Implemented data-driven strategies to refine promotion efforts, continually improving campaign performance over time.
- Managed a team of promotion coordinators, ensuring smooth execution of campaigns and timely completion of tasks.
- Analyzed market trends and competitor activities to identify new opportunities for promotional growth.
Education
GED -
Cleveland Community College
Cleveland, TN06.1998
Some College (No Degree) - Mass Communications
Connecticut School of Broadcasting
Marietta, GASkills
- Microsoft Office Suite
- Social media
- Salesforce
- OSCAR
- MARSHA
- Radio and TV Production
- Client Relations
- Customer Assistance
- Technical Support
- Sales Training
- Resilience Under Pressure
- Networking
- Persuasion techniques
- Adaptability to Change
- Social Media Marketing
- Sales Strategies
- Lead Generation
- CRM Software Usage
- Key relationship management
- Building rapport
- Trade show representation
- Cross-selling techniques
- Brand Awareness
- Upselling strategies
- Sales strategy development
- Program Promotion
- Customer Service
- Customer Relations
- Customer Relationship Building
- Sales expertise
- Interpersonal communication skills
- Customer Retention
- Negotiation Tactics
- Product Promotions
- Relationship Building
- CRM proficiency
- Competitor research
- Revenue Generation
- Performance Improvement
- Event marketing
- Problem-Solving
Timeline
Inside Sales Agent
Publishing Concepts Inc.
03.2023 - 07.2024
Sales and Services Specialist
Marriott International
10.2015 - 02.2016
Customer Care Service Agent
Marriott International
01.2015 - 12.2022
Director of Marketing
The Whistler Group (DBA - Corner Bakery Cafe)
07.2013 - 06.2015
News Reporter / Lead Anchor / Co-Owner
Texas News Moment Radio News Network
09.2009 - 05.2012
Media and Promotions Manager / Publicist
Avi Resort and Casino
11.2005 - 06.2008
GED -
Cleveland Community College
Some College (No Degree) - Mass Communications
Connecticut School of Broadcasting
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