Nehle Lange-Johnson
Fort Lauderdale,FL
Summary
With a proven track record at Mews and Amadeus, excelling in customer relationship building and strategic planning, significantly enhancing client satisfaction and retention. Expertise in hospitality, CRM software, upselling and adeptness in team building. Driven substantial revenue growth, underpinned by a commitment to excellence and a results-oriented approach.
Overview
12
12
years of professional experience
Work History
Customer Success Manager
Mews
02.2022 - 11.2024
- Played instrumental role in client satisfaction and retention by working with operational teams for proper resolution of service issues.
- Consistently exceeded upselling-targets and increased goals every quarter.
- Managed Customer Portfolio of over 150 Accounts.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer-facing teams.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Developed detailed plans and set goals for Customers, based on broad guidance and direction.
Business Consultant
Amadeus IT Group
01.2017 - 01.2022
- Developed complete business plans and operational strategies for new and existing business.
- Performed as consultant for Hotels of all sizes in areas of marketing, hospitality, and training to various hotel professionals.
- Established and maintained relationships with key stakeholders for growth opportunities and successful partnerships.
- Led restructuring of organization internal processes, resulting in improved performance.
- Devised and implemented processes and procedures to streamline operations.
- Gathered, organized and input information into digital database.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Executive Manager
Fountainebleau Hotel
06.2016 - 12.2016
- Spearheaded recruitment and hiring process and managed training for new and existing team members.
- Built and deepened relationships with internal and external personnel to enhance client retention and growth plans.
- Created, managed, and executed business plan and communicated company vision and objectives to motivate teams.
- Boosted guest satisfaction scores to 88% through fast and knowledgeable issue resolution.
- Coordinated team schedules to keep shifts properly staffed during busy periods.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Communicated with vendors and partners to negotiate contracts and resolve financial discrepancies.
- Enforced quality assurance protocols to deliver ideal customer experiences.
Housekeeping Supervisor
Hyatt Hotels Corp
04.2014 - 06.2016
- Managed Housekeeping, Engineering and Laundry Staff.
- Completed schedules, shift reports, and other business documentation.
- Worked with front desk to respond promptly to all guest requests.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Evaluated employee performance and developed improvement plans.
- Increased employee performance through effective supervision and training.
J1 Management Trainee
St. Regis Resort
06.2012 - 06.2013
- Conducted daily and nightly property inspections to verify staff efficiency and exceptional guest accommodations.
- Created operational procedures for handling reservations, cancellations and no-shows, reducing errors by 20%.
- Developed Management and Hospitality skills under guidance of General Manager and other departmental leaders through hands-on work and shadowing.
- Supported recruiting team by building pipeline of top talent through multiple sourcing channels.
Education
Bachelor of Arts - Tourism And Hospitality Management
Villa Blanka
Innsbruck, Austria2010
Skills
- Key accounts management & development
- Customer relations, retention & advocacy
- Revenue growth
- Strategic planning
- Business Consulting
- CRM software
- Sales proficiency
- Stakeholder management
- Pipeline development
Languages
German
Native or Bilingual
English
Native or Bilingual
Italian
Limited Working
Timeline
Customer Success Manager
Mews
02.2022 - 11.2024
Business Consultant
Amadeus IT Group
01.2017 - 01.2022
Executive Manager
Fountainebleau Hotel
06.2016 - 12.2016
Housekeeping Supervisor
Hyatt Hotels Corp
04.2014 - 06.2016
J1 Management Trainee
St. Regis Resort
06.2012 - 06.2013
Bachelor of Arts - Tourism And Hospitality Management
Villa Blanka
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