Lisa Bradford
Hospitality Professional
CHARLOTTE,NC
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and dedicated individual focused on continuous operational improvement. Results-driven sales performer with solid history of success in bringing in new customers, managing revenue streams and maintaining solid account relationships. Continuously monitor competitors and research market conditions to stay responsive and successful in dynamic environments. Persuasive negotiation and program management abilities.
Overview
9
9
years of professional experience
Work History
Operation Manager
FTJ Staffing Solutions
Charlotte, NC
02.2022 - Current
- Facilitated smooth collaboration between departments through clear communication channels.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Assisted in recruiting, hiring and training of team members.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Developed and implemented strategies to maximize customer satisfaction.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Developed and maintained relationships with external vendors and suppliers.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Escalations Specialist
Wells Fargo
Charlotte, NC
08.2018 - 11.2022
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided feedback on product or service improvements to better meet customer needs and expectations.
- Conducted thorough research to identify trends and inform decision-making for business growth initiatives.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered constant flow of customer calls with minimal wait times.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Delivered prompt service to prioritize customer needs.
Director of Sales and Marketing
Fairfield Inn & Suites By Marriott
Charlotte, NC
02.2017 - 12.2017
- Conducted market research to identify customer needs and preferences.
- Facilitated business by implementing practical networking techniques.
- Analyzed industry trends and competitor activities to inform strategic decision-making and maintain a competitive edge.
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
- Analyzed sales and marketing data for improved strategies.
- Created and implemented effective marketing and sales strategies to increase customer engagement and revenue.
- Managed production of leaflets, posters and newsletters.
- Implemented systems and procedures to increase sales.
- Managed accounts to retain existing relationships and grow share of business.
- Utilized CRM software to track sales progression and communicate project needs.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Suggested innovative ideas to increase sales and improve customer experience.
- Developed comprehensive sales plans for business growth, resulting in significant market share expansion.
- Built relationships with customers and community to establish long-term business growth.
Director of Sales
Four Points Sheraton Hotel
Charlotte, NC
12.2014 - 12.2016
- Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
- Implemented robust sales tracking systems to monitor progress against targets and provide actionable insights for improvement efforts.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Cultivated a culture of continuous learning within the department by promoting professional development opportunities for team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Enhanced customer satisfaction levels by addressing concerns promptly and providing tailored solutions.
- Managed accounts to retain existing relationships and grow share of business.
- Established ambitious sales targets, managed deployment strategies, and developed go-to-market plans to capitalize on every revenue opportunity.
- Established pricing strategies to maintain competitive pricing and maximize profits.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Dual Director of Sales
Courtyard By Marriott Charlotte Airport
Charlotte
12.2015 - 04.2016
- Connected with prospects through trade shows, cold calling and local-area networking.
- Optimized internal processes for more efficient coordination between departments such as marketing, operations, finance, and human resources.
- Developed sales strategy based on research of consumer buying trends and market conditions.
- Managed a diverse portfolio of accounts, consistently exceeding sales targets by maintaining an organized approach to account management.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Developed strong client relationships through effective communication and negotiation tactics, resulting in increased revenue.
Education
Bachelor of Arts - Liberal Studies
Belmont Abbey College
Belmont, NC05.2013
High School Diploma -
West Mecklenburg High School
Charlotte, NC06.1995
Skills
- Forecasting and Scheduling
- Strategic Partnerships
- Performance Improvement
- Employee Development
- Goal Setting
- Hiring and Onboarding
- Contract Negotiation
- Labor Relations
- Business Forecasting
- Relationship Building
- Marketing
- Staff Scheduling
- Problem-Solving
- Conflict Mediation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Operation Manager
FTJ Staffing Solutions
02.2022 - Current
Escalations Specialist
Wells Fargo
08.2018 - 11.2022
Director of Sales and Marketing
Fairfield Inn & Suites By Marriott
02.2017 - 12.2017
Dual Director of Sales
Courtyard By Marriott Charlotte Airport
12.2015 - 04.2016
Director of Sales
Four Points Sheraton Hotel
12.2014 - 12.2016
Bachelor of Arts - Liberal Studies
Belmont Abbey College
High School Diploma -
West Mecklenburg High School