Rhonda Williams
Summary
Over 20 years of experience providing excellent customer support in various environments and industries.
Specializing in sales and providing superior customer service skills and abilities that win customer loyalty. Experience in tackling/resolving high level escalation cases and situations. Participated in numerous shadowing opportunities to master coaching colleagues and the skills needed to be a successful manager. Chat Mentor for Care and CASA and GESA – providing detailed guidance, advice and instructions on how to handle guests' reservations, requests, loyalty accounts and ServiceNow cases. Strategic-relationship/partnership-building skills listen attentively, solve problems creatively, and use tact and diplomacy to find common ground. Goal-oriented Guest Services Supervisor with 20 years of experience. Exceptionally fast learning with aptitude for maintaining big picture values through efficient day-to-day systems. Successful at creating and maintaining long-term, individualized relationships with clients and working cross-functionally for efficient client services and management.
Overview
10
10
years of professional experience
Work History
Supervisor -CARE II
Hyatt Hotels, Advanced Guest Care
11.2018 - Current
- Successfully manage and process high level escalations for the Executive Leadership Team.
- Manage and Resolve consumer affairs cases by phone and by email for risk, force sell, errors, and misinformation.
- Coach and advise other agents on processing correct reservations, instructing them on resolving the issues that they encounter and ensuring accuracy by eliminating and preventing booking errors.
- Coach and advise agents on utilizing best practices on Knowledge Base to properly address the questions and processes necessary to complete the task at hand.
- Handle complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Monitor agent calls to determine if procedures were followed correctly and provide feedback to the agents.
- Audit consumer affairs cases to ensure that they were processed correctly and thoroughly.
- Provide feedback to agents for case handling and processing.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Supported team members by offering constructive feedback and coaching as needed.
- Maintained up-to-date knowledge of products and services offered.
- Reviewed upcoming events and planned for expected challenges.
- Coached junior team members in customer service strategies and property policies.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Solicited and reviewed guest feedback and promptly resolved complaints.
Loyalty Guest Services (LP)
Hyatt Corporation - Guest Services
07.2016 - 11.2018
- Registered guests Gold Passport – Rewards program as well as updating and confirming all information is correct and up to date.
- Adjusted/Modified Member Rewards Accounts - locating and correcting errors and using empowerment to resolve guest issues and concerns.
- Managed guest rewards accounts, adding awards, nights and verifying/confirming escalated guest calls and emails.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Maintained up-to-date knowledge of products and services offered.
- Supported team members by offering constructive feedback and coaching as needed.
Guest Services Agent
Hyatt Corporation
09.2014 - 07.2016
- Answered all incoming calls from customers and travel professionals for Hyatt Worldwide Reservations and Gold Passport members.
- Provided exceptional customer service to all inbound calls for hotel reservations ranging from creating new reservations, modifying, and/or cancelling hotel reservations.
- Registered guests Gold Passport – Rewards program as well as updating and confirming all information is correct and up to date.
- Exceeded performance goals as set forth by the management team in AHT, hotel and GP reservations and credit card promotional signups.
- Participated in ongoing training as necessary for new systems, products or services.
Office Manager
Westside Client Services
01.2013 - 10.2014
- Maintained office services by organizing office operations and procedures; preparing payroll; controlling correspondence; designing filing systems; reviewing and approving supply requisitions; assigning and monitoring clerical functions.
- Evaluated employee records and productivity and submitted evaluation reports.
- Completed operational requirements by scheduling and assigning employees; following up on work results.
- Maintained office staff by recruiting, selecting, orienting, and training employees.
- Maintained office staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results.
- Delivered performance reviews, recommending additional training or advancements.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Defined clear targets and objectives and communicated to other team members.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Education
BS - Recreation, Therapeutic Recreation
Georgia Southern University
12.1996
Skills
- Customer Relationship Management
- Guest Satisfaction
- Loyalty Building
- Customer Service Standards
- Resolving Disputes
- Guest Relations
- Agent Assistance
- Issue Resolution
- Teamwork and Collaboration
- Leading Employees
- Giving Constructive Feedback
- Coaching and Mentoring
Timeline
Supervisor -CARE II
Hyatt Hotels, Advanced Guest Care
11.2018 - Current
Loyalty Guest Services (LP)
Hyatt Corporation - Guest Services
07.2016 - 11.2018
Guest Services Agent
Hyatt Corporation
09.2014 - 07.2016
Office Manager
Westside Client Services
01.2013 - 10.2014
BS - Recreation, Therapeutic Recreation
Georgia Southern University
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