MARLI TRISTAN
Denver,CO
Summary
Highly skilled professional with extensive experience in client relationship management, personalized service delivery, and project management within the luxury hospitality sector. Known for outstanding customer service and problem-solving skills, with a proven ability to prioritize and multitask in fast-paced environments. Adept at initiating tasks and performing duties autonomously, while maintaining superior organizational skills. Demonstrates excellent communication, friendly and professional phone, and email etiquette. Experienced in educating clients on products and services, managing daily operational tasks, and providing training and mentorship to new hires. Committed to creating a world-class guest experience by anticipating customer needs and ensuring seamless service delivery. Ready to bring a track record of service excellence and strategic contribution to a challenging new role.
Overview
7
7
years of professional experience
Work History
Member Success Director
Inspirato
05.2023 - Current
- Generates over $360,000 in monthly revenue through strategic account management and effective upselling strategies.
- Oversees comprehensive business operations for 208 members, prioritizing revenue goals, long-term retention, and member satisfaction.
- Establishes and nurtures enduring relationships, consistently surpassing member expectations.
- Identifies and capitalizes on revenue growth opportunities within territory, contributing to booking goals, retention, and subscription upgrades.
- Leads all member recovery initiatives, delivering solutions tailored to individual member needs.
- Provides coaching and feedback to motivate team members with a result-oriented approach and strong ownership of outcomes.
- Manages multiple simultaneous projects, maintaining meticulous attention to detail.
- Participated in AI Knowledge Center Testing for Member Success department.
Lead Personal Vacation Advisor
Inspirato
04.2022 - 05.2023
- Excelled in building relationships, managing member experiences, and driving retention, using creative problem-solving to exceed member and team expectations.
- Provided key leadership to the Member Care department, stepping in to guide the team, while displaying initiative and autonomy in decision making.
- Leverage expert knowledge of systems, portfolio, and team dynamics, and maintained robust relationships with stakeholders across the business.
- Demonstrated strong written and verbal communication skills, leading by example with a positive and approachable attitude.
- Proactively addressed member objections and independently resolved situations, contributing to a high-performing, client-centric environment.
- Partnered with the Director of Sales Enablement and Senior Project Managers to roll out High Velocity Sales (HVS) to the entire Member Care department.
Senior Personal Vacation Advisor
Inspirato
02.2021 - 04.2022
- Drove team performance, aided in achieving territory revenue goals, managed member requests, and worked towards retention objectives, contributing significantly to promotional bookings ($494,173 personal contribution to a $1,024,612 team goal)
- Pioneered organizational growth, led hiring processes, conducted interviews, and facilitated new product pilots, culminating in the creation and dissemination of formal training materials
- Applied member insights and travel knowledge to craft unique vacation experiences and hosted high-end events across multiple territories
- Enhanced collaboration and goal completion through effective coordination with Destination Concierge, vendors, and other teams, using Salesforce for effective tracking and management
- Fostered team development through regular one-on-one sessions, providing guidance for personal growth.
Personal Vacation Advisor
Inspirato
07.2019 - 02.2021
- Delivered exceptional customer service,applying extensive knowledge of member preferences and travel portfolio to create memorable experiences and suggest unique vacations.
- Assisted in driving territory revenue goals, managing member communications, and achieving 120% of Pre-Paid Membership Dues goal, contributing to the highest Member Retention numbers for 2020.
- Coordinated tasks with various stakeholders, including Destination Concierges and vendors, utilizing Salesforce for efficient request tracking and itinerary building.
- Played an instrumental role in team development and cross- functional collaboration, assisting in planning new hire retreats, onboarding teammates virtually, and reinstating department committee for improved interdepartmental communication.
- Received Employee of the Quarter Award within 4 months of employment, hosted high-end, member-facing events, and served in key department committee roles.
Experience Team Intern, Inspirato
Inspirato
06.2018 - 08.2018
- Developed detailed, personalized travel itineraries using Travefy, elevating member experiences.
Utilized Excel for managing member-manifest spreadsheets, improving data handling efficiency. - Used Salesforce for comprehensive member care research and biography creation, contributing to improved service quality.
- Initiated and pitched a new member experience to Thailand, demonstrating innovative thinking.
- Broadened industry knowledge by shadowing Finance, Member Care, and Sales departments, gaining a holistic understanding of luxury travel operations.
Content Marketing Intern
Motiv8 Marketing Agency
05.2017 - 08.2017
- Collaborated with a team of editors, rights managers, and tech experts at Motiv8 (now Tribune Publishing Company) to deliver comprehensive content solutions globally
- Created compelling online content for high-profile clients like FX and NBC Network, working closely with in-house analysts, project managers, and strategists
- Contributed to strategic client discussions and generated content performance reports, enhancing decision-making and client engagement
- Gained proficiency in using infographics for content development and Nativo for effective content dissemination.
Education
Bachelor of Arts - Communication
The University of Texas
San Antonio, TX05.2019
Skills
- Revenue growth via upselling and cross-selling
- Customer-centric account management
- Strong client relationship management
- Excellent remote communication and collaboration
- Proactive problem-solving
- Process improvement expertise
- Proficient in Salesforce/MRM and CRM
- Agile project management
- Detail-oriented with a client satisfaction focus
- Proficient in MS Office Suite
Affiliations
- Inspirato Care Committee, Member 2019-2022
- Alpha Omicron Pi Sorority, Social Chairman December 2017-December 2018
- Alpha Omicron Pi Sorority, Standards Chairman May 2017-December 2017
- Alpha Omicron Pi Sorority, Member 2015-2019
- Hillel of San Antonio, Member 2015-2019
- Chabad of San Antonio, Member 2015-2019
Timeline
Member Success Director
Inspirato
05.2023 - Current
Lead Personal Vacation Advisor
Inspirato
04.2022 - 05.2023
Senior Personal Vacation Advisor
Inspirato
02.2021 - 04.2022
Personal Vacation Advisor
Inspirato
07.2019 - 02.2021
Experience Team Intern, Inspirato
Inspirato
06.2018 - 08.2018
Content Marketing Intern
Motiv8 Marketing Agency
05.2017 - 08.2017
Bachelor of Arts - Communication
The University of Texas