Ryan McConnell
Atlanta,GA
Summary
To obtain the position of Customer Support Representative in order to bring about greater continuity for your company by using my skill set to your best advantage.
Overview
22
22
years of professional experience
Work History
Reservations Sales Agent/Team Manager
Intercontinental Hotels Group
Salt Lake City, UT
02.2002 - 03.2024
- Handling incoming calls, emails, or messages from customers regarding reservations, inquiries, and requests.
- Promoting IHG properties and services, upselling room categories, and offering additional services to enhance the guest experience.
- Booking, modifying, and canceling reservations for guests using IHG's reservation systems.
- Led a team of 16-25 representatives in coaching and reinforcing winning behaviors to increase revenue, customer retention, engagement and overall results.
- Inspired others to deliver a tailored brand experience through expert market and customer insights, industry knowledge and passion in a culturally diverse environment
- Enable change within a contact center environment where the team adapts and adopts required change quickly and effectively
- Engage team and create a high performance culture.
Education
Associate Of Science In Economics -
Weber State University
Skills
- Effective driving of metrics
- Positive and energetic approach
- Responsive and effective communicator
- Passionate about continued development
- Designated Master Coach for Positive Coach Approach
- Strong work ethic
- Dedicated to schedule compliance
- Highest Revenue per Call Handled
- Consistent top performing agent in customer survey metrics
- Consistent top performing agent in call quality and sales metrics
- Designated Team Manager for Venetian /Palazzo partnership launch
Timeline
Reservations Sales Agent/Team Manager
Intercontinental Hotels Group
02.2002 - 03.2024
Associate Of Science In Economics -
Weber State University
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