Summary
Overview
Work History
Education
Skills
Timeline
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Michael Traupman

Philadelphia,PA

Summary

Versatile and results-driven professional with extensive experience in customer service and hotel management, notably with INTERSTATE FLEET SERVICES and FIRST HOTEL GROUP, LLC. Excelled in reducing call wait times and improving guest satisfaction through effective call handling and night audit management. Skilled in Knowledgebase software and fostering empathy, consistently achieving and surpassing performance metrics. Customer-focused Night Audit Manager skilled in growing customer base and increasing satisfaction. Well-organized and high-energy professional with personable telephone demeanor that regularly exceeds sales goals.

Overview

27
27
years of professional experience

Work History

Inbound Call Center Representative

INTERSTATE FLEET SERVICES
01.2023 - Current


  • Setting up calls for stranded truckers, working with Towbook system,Teletrack system,Quickbooks,and navigation of local areas west of the Mississippi River, Customer Service and Support


  • Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
  • Improved first-call resolution rates by effectively utilizing resources and available tools.

LEAD CONCIERGE

ADAMAS BUILDING SERVICES
06.2020 - 04.2023
  • BUILDING CONCIERGE
  • SECURITY, GUEST RELATIONS, PACKAGE DELIVERY & MORE MAIN LEAD
  • Assisted with the development and implementation of standard operating procedures for the concierge department, ensuring consistent service delivery across all team members.
  • Mentored junior concierge team members, fostering a supportive work environment conducive to professional growth.
  • Implemented customer feedback tracking system to identify areas for improvement and adapt service offerings accordingly.
  • Coordinated special requests such as surprise celebrations or unique accommodations for guests celebrating milestones or special occasions during their stay.

NIGHT AUDIT MANAGER

FIRST HOTEL GROUP, LLC
03.2003 - 06.2020
  • ACTING AS A FLOATING 'NIGHT AUDITOR' FOR 18 DIFFERENT HOTELS
  • WORKED WITH HILTON, CHOICE, WYNDHAM, AND SEVERAL OTHERS
  • WAS SENT TO LOCATIONS IN FL, GA, SC, NC, TN, OH, KY, MD, VA AND NJ
  • Implemented effective strategies to minimize noise disturbances during nighttime hours, contributing to an improved guest sleep experience.
  • Managed nightly room assignments effectively, accommodating special requests when possible for greater guest satisfaction.
  • Improved guest satisfaction by efficiently managing night audit operations and addressing customer concerns promptly.
  • Identified opportunities for cost savings without compromising quality of service through careful analysis of expenses and resource allocation.

NIGHT AUDITOR MANAGER

AMERI-SUITES
02.1998 - 01.2003
  • ACCOUNTS PAYABLE AND REC
  • IN CHARGE OF TRAINING ALL FRONT DESK CLERKS
  • HELPED WITH THE OPENING OF THIS HOTEL
  • WAS WITH PRIME HOTEL GROUP TILL HYATT HOTEL TAKEOVER
  • Developed strong relationships with other departments, facilitating effective communication and teamwork across the hotel''s operations.
  • Analyzed revenue data to identify trends and potential areas for improvement, supporting the hotel''s long-term growth goals.
  • Streamlined night audit operations for improved efficiency and accuracy in financial reporting.
  • Ensured timely completion of daily audit tasks, contributing to the hotel''s financial stability and success.
  • Conducted thorough reviews of daily transactions, ensuring accuracy in all financial records for the hotel.
  • Managed front desk operations during overnight shifts, providing exceptional customer service to guests throughout their stay.

Education

High School Diploma -

Central High School
Brooksville, FL
06-1996

Skills

  • Performance Metrics
  • Up-selling techniques
  • Call decisioning
  • Call Handling Techniques
  • CallSelect communication systems
  • Knowledgebase software
  • Inbound sales
  • High-volume call centers
  • Empathy and patience
  • Product Knowledge
  • Appointment Scheduling
  • Documentation And Reporting

Timeline

Inbound Call Center Representative

INTERSTATE FLEET SERVICES
01.2023 - Current

LEAD CONCIERGE

ADAMAS BUILDING SERVICES
06.2020 - 04.2023

NIGHT AUDIT MANAGER

FIRST HOTEL GROUP, LLC
03.2003 - 06.2020

NIGHT AUDITOR MANAGER

AMERI-SUITES
02.1998 - 01.2003

High School Diploma -

Central High School

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