Latoya Cunningham
Kissimmee,FL
Summary
Highly organized and detail-oriented professional with strong work ethic and dedication to achieving goals. Skilled at developing and maintaining documentation systems, managing calendars and preparing reports. Knowledgeable in project management principles, business processes and customer service best practices.
Overview
3
3
years of professional experience
5
5
years of post-secondary education
Work History
Program Advisor
Institute of Reading Development
- As first person, point, and voice of contact for very fast-growing and successful reading program for children from grades Pre-K to first year college students, professionally, passionately, warmly, and successfully guided and matched inbound callers to appropriate reading program for target student through personalizing company script, asking required and important questions and listening closely to those answers, overcoming objections, finding solutions, and converting and closing interactions at rate of 33% during peak season, which was 10% above office average, exceeding weekly sales quotas
- Accurately and easily input new caller data into internal proprietary company software, typing 100+ words per minute, harvesting information that would keep prospective clients on company's mailing list, and multi-tasking while on phone with prospective families and students, easily navigating between multiple software windows and tabs to make callers' experience and time smooth and productive.
- Appropriately and accurately scheduled both paid and unpaid students for classes that qualified for based on their initial phone consultation during first phone conversation at rate of 85%, keeping callers' interest in more than 96% of calls during peak season.
- Had inbound calls prioritized and filtered to phone line because of success in closing first time callers and callbacks
- As self-starter and self-motivator, successfully worked remotely from quiet, organized, closed-off, and dedicated home office space, maintaining all hardware and software so that all work could be successfully completed on time
- Proficient in using all digital resources from Microsoft Office to logging on to VPN, and troubleshooting using software manual, using IT team minimally.
- I was asked at least three times to join this 2024 season's sales team as top performer of 2023 sales season because of my success in 2023.
Reservation Sales Specialist/Luxury Desk Coordinator
Hilton Worldwide
01.2015 - 01.2018
- As first point of contact for highly successful and reputable hospitality conglomerate, professionally and warmly guided callers to best possible accommodations to exceed their expectations of Hilton experience from booking to checkout for 1000s of Hilton hotels and resorts worldwide, using internal proprietary software to reference information about each hotel or resort as inbound calls came.
- Asked specific questions about destination, dates, occasion, number of persons traveling, qualifying memberships, etc.
- And listened closely to callers' needs to establish relationship of trust and success from very beginning of call, setting positive tone for entire interaction very early, successfully converting 100s of calls into sales through offering solutions, cross-selling, upselling, and overcoming objectives-exceeding daily, weekly, monthly, and quarterly sales quotas.
- Won many awards as top-selling team member and was promoted to Luxury Care Desk.
- Was liaison between customer and front desk and concierge desk of Hilton properties to create seamless travel-booking experience for both customer and hotel represented, solely using information in computer database to assist customer and hotel client.
- I won awards for creating fantastic customer experiences, and I enrolled 100s of customers into Hilton loyalty program creating much future business.
- From my home office, I guarded very sensitive customer information successfully for entire three years I was there, maintaining closed-off office space conducive to full focus on call experience.
- Won Commitment to Excellence Award for 4 quarters for having top individual sales worldwide, which included monetary bonus, dinner, and cruise.
- Won contest for booking most suites in New York Waldorf Astoria towers, which included being awarded weekend stay in world-renown Waldorf Astoria New York and plane tickets to and from New York.
Education
Bachelor of Arts - Linguistics
University of Florida
Gainesville, FL 06.2008 - 06.2013
Skills
Eloquent and persuasive public-speaking ability
undefinedTimeline
Reservation Sales Specialist/Luxury Desk Coordinator
Hilton Worldwide
01.2015 - 01.2018
Bachelor of Arts - Linguistics
University of Florida
06.2008 - 06.2013
Program Advisor
Institute of Reading Development
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