Dasia Williams
Denver,Colorado
Summary
I am a highly motivated, results-oriented professional who truly enjoys helping others and being part of a team. My time in college and my past/current position has taught me how to work through adversity, remain determined, and focus on what is most important in any given situation which is the experience we are creating for our costumers all while maintaining professionalism, patience, and a “people-first” attitude.
Overview
6
6
years of professional experience
Work History
Advisor, Trust & Safety
Evolve Vacation Rental
09.2022 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Advocate and conflict mediate on behalf of all stakeholders through the resolution process; including evictions and crisis management, resulting in durable listing performance and five-star Guest experiences
- Be an expert in Evolve’s resolution process, confidently recommending solutions in high-stakes situations (financially and reputationally) resulting in durable listing performance and five-star Guest experiences
- Consult and educate Owners on strategies on how to prevent issues upstream by identifying root causes and providing a durable solution (not an easy answer)
- Exercise due diligence (investigation), critical thinking, and negotiation skills to advise the appropriate action and craft a plan of action based on listing performance (including reviews, earnings, activation date, and account history)
- Provide an exceptional stakeholder experience while collaborating with other teams and teammates to improve operational efficiencies
- Respond to stakeholders via phone, message and email with agency, care, professionalism, and urgency
- Understand, improve, and challenge current processes to continuously create a better Evolver, Guest, and Owner experience
- Continue to support all Guest Experience Associate and Booking Management Advisor tasks as needed by the business
- Enhanced client satisfaction by providing expert financial advice and personalized investment strategies.
Associate, Guest Experience
Evolve Vacation Rental
Denver, CO
06.2021 - 09.2022
- Enhanced guest satisfaction by providing personalized assistance and addressing their concerns promptly.
- Streamlined check-in and check-out processes for increased efficiency and reduced wait times.
- Assisted guests with reservation inquiries, ensuring accurate booking information and timely confirmations.
- Delivered exceptional customer service, resulting in positive feedback and repeat visits from satisfied guests.
- Field calls, messages, and emails from guests in a swift and professional manner related to general property or general billing questions, and assisting guests with the booking process
- Assist guests throughout the trip lifecycle utilizing emotional intelligence and problem-solving skills to work towards effective solutions
- Help guests navigate their Evolve account and access all the information they need
- Sell travelers on the Evolve difference, including our 4 core standards, along with individual attributes of properties in our network
- Work across multiple booking platforms (such as Airbnb & Vrbo) to secure and adjust reservations; dexterously move between operating systems
- Document all activities in the company's CRM (Salesforce.com)
- Provide an exceptional customer experience, using genuine kindness and professionalism, thrilling travelers with over-the-top service throughout the evaluation and booking process
- Collaborate with all customer-facing teams as well as other departments to achieve high service level standards and meet company goals
Leasing Consultant
Lex At Lowry
Denver, CO
11.2017 - 01.2021
- Increased tenant satisfaction by promptly addressing concerns and resolving issues.
- Maintained high occupancy rates through effective marketing strategies and excellent customer service.
- Streamlined the application process for prospective tenants, reducing wait times and increasing efficiency.
- Boosted property revenue by skillfully negotiating lease terms and rent increases.
- Enhanced community atmosphere by planning and executing engaging resident events.
- Conducted thorough market research to stay informed of current trends and competitor offerings.
- Collaborated with team members to consistently provide a seamless leasing experience for all clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Associate of Arts - Education
Community College of Aurora
Aurora, CO05.2020
Skills
- Presentations and Public Speaking
- Escalation Management
- Microsoft Outlook
- Marketing
- Systems Administration
- Career Planning
- Student Development
Timeline
Advisor, Trust & Safety
Evolve Vacation Rental
09.2022 - Current
Associate, Guest Experience
Evolve Vacation Rental
06.2021 - 09.2022
Leasing Consultant
Lex At Lowry
11.2017 - 01.2021
Associate of Arts - Education
Community College of Aurora