RASHAL ASHY
Ocoee,FL
Summary
Professional with substantial experience in contact center operations, poised to drive team performance and enhance customer satisfaction. Expertise in managing teams, optimizing workflows, and implementing strategic initiatives to improve efficiency. Strong focus on collaboration and adaptability, ensuring reliable support and flexibility in dynamic environments. Skilled in conflict resolution, performance monitoring, and process improvement to consistently achieve targets and elevate service standards.
Overview
11
11
years of professional experience
Work History
Guest Service Contact Center Supervisor
Loews Hotels
01.2021 - Current
- Oversaw daily operations of Guest Service Agents.
- Coordinate communications among multiple entities to ensure seamless information flow about ongoing hotel/Universal events.
- Enhanced accuracy and consistency through effective quality assurance processes.
- Maintained a cohesive work environment.
- Handled disputes calmly, delivering exceptional service.
- Executed frequent evaluations to verify adherence to organizational benchmark.
- Supervised over 60 plus GSA1’s and GSA3’s in providing excellent customer service to callers requiring assistance regarding their upcoming, current or past stays.
Guest Service Agent 3
Loews Hotels
01.2018 - 01.2021
- Collaborated closely with travel agents and wholesalers to ensure proper confirmation and modification of reservations.
- Identified reservation discrepancies and implemented corrective measures.
- Facilitated amendments for those needing changes to conference bookings.
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Managed group bookings to ensure seamless organization of events and accommodations.
- Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
- Developed strong relationships with repeat customers, fostering loyalty and return visits.
- Acted as liaison between guests and hotel departments to facilitate communication regarding special requests or concerns effectively addressing any issues that arose during their stay.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Upheld hotel policies and procedures by providing high level of customer service.
Guest Service Agent 1
Loews Hotels
01.2014 - 01.2018
- Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
- Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
- Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
- Acted as liaison between guests and hotel departments to facilitate communication regarding special requests or concerns effectively addressing any issues that arose during their stay.
- Improved guest experience scores by consistently delivering exceptional service through active listening skills.
Education
Bachelor of Science - Hospitality Management
Rosen College of Hospitality Management
Orlando, FL01.2018
Associates of Arts - Hospitality Management, Event Management
Valencia College
Orlando, FL01.2018
Skills
- Call monitoring
- Strong leadership
- Coaching and mentoring
- Performance evaluation
- Operations management
- Teamwork and collaboration
- Time management
- Attention to detail
- Multitasking Abilities
- Problem-solving abilities
- Adaptability and flexibility
- Verbal and written communication
- Interpersonal skills
Languages
Arabic
Limited Working
English
Native or Bilingual
Timeline
Guest Service Contact Center Supervisor
Loews Hotels
01.2021 - Current
Guest Service Agent 3
Loews Hotels
01.2018 - 01.2021
Guest Service Agent 1
Loews Hotels
01.2014 - 01.2018
Bachelor of Science - Hospitality Management
Rosen College of Hospitality Management
Associates of Arts - Hospitality Management, Event Management
Valencia College
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