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Robin Austin
Rialto,CA
Summary
Hands-on professional with skills in management, hospitality room revenue analysis, call center protocol, reservations, training, and customer service. Key skills include: Microsoft Suite Proficient, Customer Service, Oversee Execution of Marketing Strategies, Call Center Expertise, Inventory Control Procedures, Conflict Resolution, Creation and Maintenance of Reports, Strategic Planning, Seasoned Reservationist.
Overview
16
16
years of professional experience
Work History
Delivery Resolution Agent
Living Spaces
04.2021 - 11.2024
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the organization.
- De-escalated and resolved customer complaints with punctual, polite professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Increased customer satisfaction with personalized follow-up strategies.
- Coordinated with cross-functional teams to ensure seamless service delivery.
Unemployed Due to COVID19 Shut Down
Covid19
04.2020 - 04.2021
Senior Supply Coordinator
REMARK MEDIA, LLC – Roomlia / Vegas.com
05.2014 - 04.2020
- Optimized MGM Entertainment shows’ inventory by utilizing revenue management techniques ultimately increasing revenue 200%.
- Primary New Code tester in aiding in the rollout of new enhancements to proprietary software.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Facilitated communication between departments regarding inventory needs and availability, promoting seamless collaboration.
- Collaborated with IT to develop user-friendly project management tool, streamlining project tracking and reporting.
- Contributed to the Marketing Team’s daily operations building promotions, review of website accuracy, and updates that appeared on the Vegas.com website
None
Unemployed
04.2013 - 05.2014
Director of Revenue Management – Task Force
Hospitality Task Force LLC
06.2012 - 04.2013
- Implemented dynamic pricing strategies that responded to real-time market conditions, maximizing profit margins in a competitive environment exceeding goal by 30%
- Restructured Hotel PMS system to optimize room revenue and availability.
- Hired and managed reservations team.
Director of Revenue Management
Crestline Hotels
05.2009 - 12.2011
- Developed comprehensive forecasting models to accurately predict future revenue, allowing for informed decision-making on resource allocation.
- Integrated data analytics tools into daily operations to provide real-time insights into performance, identifying bottlenecks and areas for improvement with agility.
- Analyzed historical data to identify patterns and opportunities for improvement, driving continuous process enhancements within the organization.
- Mentored junior team members on best practices in revenue management, fostering an environment of professional growth and knowledge sharing.
- Monitored industry developments to stay abreast of emerging trends, adjusting strategies as necessary to remain competitive in the marketplace.
- Increased revenue by implementing strategic pricing and inventory management techniques.
- Reviewed pricing structures regularly for competitiveness against market benchmarks, making adjustments as needed to drive optimal results for the business.
- Collaborated with sales and marketing teams to develop targeted promotional campaigns that drove demand and increased revenue.
Education
High School Diploma -
Gardena High School
Gardena, CA06.1973
Skills
- Microsoft Suite Proficient
- Call Center Management and Optimization
- Inventory Control Procedures
- Creation and Maintenance of Reports
- Organizational and Problem-solving skills
- Clear Communication
- Customer Complaint Resolution
- Documenting information
- Critical thinking
- Recordkeeping proficiency
- Customer service
- Analytical and logical thinking
Professional Accomplishments
Initiated and implemented a rate code structure in the hotel’s PMS (Property Management System), Increased transient room Average Daily Rate by 10% over the 2012 budget and 9% in 2012 vs 2011, Initiated and implemented a market code structure in the hotel’s PMS (Property Management System), Successfully converted the hotel’s CRS (Central Reservations System) from Ihotelier to Pegasus, Exceeded 2010 Rooms budget by $1.06 Million, Grew RevPar by 14.8% YTD as of 10/31/11, Improved hotel Occupancy by 6.1% and ADR by 8.1% YTD as of 10/31/11
Interests
Timeline
Delivery Resolution Agent
Living Spaces
04.2021 - 11.2024
Unemployed Due to COVID19 Shut Down
Covid19
04.2020 - 04.2021
Senior Supply Coordinator
REMARK MEDIA, LLC – Roomlia / Vegas.com
05.2014 - 04.2020
None
Unemployed
04.2013 - 05.2014
Director of Revenue Management – Task Force
Hospitality Task Force LLC
06.2012 - 04.2013
Director of Revenue Management
Crestline Hotels
05.2009 - 12.2011
High School Diploma -
Gardena High School
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