Nadia Cooley
San Marcos,CA
Summary
Highly-motivated "people person" with desire to take on new challenges and learn new skills. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Excellent verbal and written communication skills, with strong background cultivating positive relationships and exceeding goals. Works wells in fast paced environments, and high pressure situations.
Overview
20
20
years of professional experience
Work History
Reservations Supervisor
Grand Pacific Finance
Carlsbad, CA
11.2021 - Current
- Recruited and trained new employees to meet job requirements.
- Monitored customer service levels to ensure quality standards were met.
- Maintained reports on weekly and monthly call volume, quality assurance, revenue and occupancy rates.
- Maintained records of all bookings and cancellations in the system.
- Resolved customer complaints in a timely and professional manner.
- Advised customers on hotel services, amenities, rates, availability and packages offered.
- Responded promptly to emails or phone inquiries about reservations.
- Reviewed guest information and payment options, checking for accuracy and completeness.
Customer Service Manager
arrivia
Carlsbad, CA
07.2018 - 12.2021
- Oversaw employee recruitment, training and on boarding processes. .
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Developed and implemented strategies for providing excellent customer service experience.
- Monitored staff performance to ensure adherence to customer service standards.
- Developed policies and procedures related to customer service operations.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
Education
Revenue Management
Cornell University
Ithaca, NY08-2015
Hospitality
Mira Costa College
Carlsbad06-2010
Skills
- Staff Onboarding, Training and Development
- Complaint Resolution
- Operations Management
- Performance Management and Evaluation
Timeline
Reservations Supervisor
Grand Pacific Finance
11.2021 - Current
Customer Service Manager
arrivia
07.2018 - 12.2021
Revenue Management
Cornell University
Hospitality
Mira Costa College