Marlene Davis

• Provided friendly, efficient, and accurate solutions for customers through phone, live chat, and e-mail with the goal of customer loyalty and increased business sales.
• Utilized best practices when analyzing customer situations, investigating problems, and providing strategic solutions within the company’s business model.
• Took initiative and used strategic thinking to ensure that WebstaurantStore is the leader in the online food service industry.
• Provided resolutions to issues, and complaints within a maximum of 2 business days.
• Worked independently with no supervision and was empowered to de-escalate unsatisfied customers without the intervention of Management.
• Ensured that all Key Performance Indicators (KPI) targets such as availability, adherence, and quality analysis were met and that the Company Culture was adhered to.

Oversaw the entire Sales Department during the absence of a Top Line Sales Leader. Awarded employee of the month for December 2016.·Solicited, negotiated, developed, and booked new and repeat business through various efforts that include sales blitz, outside sales calls, lead follow-up, telemarketing, e-mailing, site inspections, referrals, networking, etc. to maximize room revenue to meet/exceed individual monthly goals.

• Worked closely with assigned Revenue Manager to ensure proposed rate negotiations meet financial needs of Company
• Prepared sales-related documents throughout company sales process (proposals, contracts, etc.)
• Was responsible for proper management and maintenance of group blocks.
• Met Department’s entire monthly sales quota through acquisition of single account booking.
• Assisted in production of Hotel’s Marketing and Action Plans.

Consistently met and exceeded weekly sales targets. Awarded Top Sales Agent for November 2015.

• Met assigned sales conversion targets in all trained skills such as Annual Pass and Online Ticket Store.
• Developed and presented guest service solutions and increased Guest transaction value by offering and educating guests on additional products and services offered by Universal, such as Meal Deal, Transportation, and Vacation Protection.
• Met Quality standards and delivered superior Guest Service on every contact as outlined by the Guest Contact Centers Quality Program.
• Provided technical assistance and phone support for Tickets, Annual Passes, and Vacation orders; as well as to On-Line Ticket Store visitors, including Universal Orlando and Universal Studios Hollywood.

Took a low-performing call center and brought them beyond the company’s expectations through innovative coaching techniques.

• Monitored telephone calls and chat manuscripts for Luxury Vacation Specialist (L.V.S) for all three reservation centers (Miami, Jamaica, St. Lucia) to ensure the agents were maintaining the standards and guidelines of the company.
• Conducted weekly one-on-one coaching sessions with specialists to assist in the development of their customer service and sales skills.
• Participated in Familiarization (FAM) trips to become better acquainted with the company’s products and service offerings.