Mallory Wicker
La Porte,TX
Summary
Dedicated professional with strong background in fostering communication and building relationships. Skilled in team collaboration and adept at navigating changing needs to achieve results. Expertise in conflict resolution, project management, and strategic planning. Reliable, adaptable, and focused on driving success through effective partnerships and clear communication.
Overview
12
12
years of professional experience
Work History
Senior Customer Liaison
Insperity Employment Screening
07.2021 - Current
- Promoted from Customer Liaison to Senior Customer Liaison within 2.5 years.
- Evaluated customer needs and feedback to drive product and service improvements.
- Maintained a high degree of professionalism at all times, representing the organization with integrity in both internal and external interactions.
- Enhanced customer satisfaction by swiftly addressing concerns and providing solutions to various issues.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
Operations Manager
West Road Hospitality
04.2016 - 11.2020
- Devised, deployed and monitored processes to boost long-term business success and increase profit levels.
- Provided excellent guest services to maintain and improve customer relations, strengthen loyalty and increase product and sales.
- Oversaw payroll functions, ensuring accuracy while maintaining strict confidentiality standards for sensitive employee information.
- Managed communications during major technology outages, natural disasters, virus outbreaks, and network device outages.
- Cultivated strong business relationships with clients to increase overall experience, satisfaction and retention rates.
- Managed employee relations, investigating and resolving conflicts to maintain a positive work environment.
- Winner of the CIRCLE OF EXCELLENCE Award - only the top 10% of the Hampton brand receive this based on Total Quality Scores.
Guest Services Manager / Sales & Catering Coordinator
Holiday Inn
02.2013 - 04.2016
- Delivered Brand Quality Standards on a daily basis through all areas of the hotel (appearance, levels of maintenance and cleanliness).
- Hotel was recognized by IHG as "Guest Experience Champion Impact" among 22 full service Holiday Inn due to our effort serving out guest.
- Ranked 29 for Quality & Service among 754 Holiday Inn in Americas.
- Increased repeat business through exceptional service, loyalty program promotion, and personalized follow-up communications.
- Created and delivered effective training materials and courses.
- Managed and motivated employees to be productive and engaged in work.
- Cross-trained existing employees to maximize team agility and performance.
Education
High School Diploma -
Tegeler Career Center
PasadenaSome College - Hotel And Restaurant Management
San Jacinto College
Pasadena, TXSkills
- Goal setting
- Marketing
- Problem solving
- Budgeting
- Staff Management
- Customer Complaint Resolution
- Detail-driven
- Multitasking Abilities
- Adaptability and flexibility
Timeline
Senior Customer Liaison
Insperity Employment Screening
07.2021 - Current
Operations Manager
West Road Hospitality
04.2016 - 11.2020
Guest Services Manager / Sales & Catering Coordinator
Holiday Inn
02.2013 - 04.2016
High School Diploma -
Tegeler Career Center
Some College - Hotel And Restaurant Management
San Jacinto College
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