Selin Malikoglu
Naples,FL
Summary
Professional client success specialist with proven track record in driving client satisfaction and loyalty. Expert in fostering team collaboration and adapting to evolving needs while ensuring impactful outcomes. Skilled in relationship management, strategic planning, and problem-solving. Recognized for strong communication, leadership, and ability to deliver results in high-pressure environments.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Senior Client Success Manager
Gartner
10.2021 - Current
- Optimized internal workflows by designing efficient processes that improved overall team productivity.
- Increased client retention by proactively addressing potential challenges and providing strategic recommendations for improvement.
- Leveraged data analytics tools to monitor client health scores regularly, enabling early detection of potential issues or dissatisfaction trends.
- Conducted regular business reviews with clients, sharing performance metrics and discussing future goals and objectives.
- Improved efficiency of quarterly business review process by standardizing templates, agendas, and reporting formats across all accounts.
- Evaluated client feedback to drive continuous improvement initiatives within the company''s products and services offerings.
- Mentored junior team members, helping them develop necessary skills for successful career progression in Client Success Management.
- Established lasting partnerships with key stakeholders within each client organization to foster long-term success.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Created customer support strategies to increase customer retention.
Senior Meetings & Special Events Manager
The Ritz-Carlton, Golf Resort, Naples
03.2013 - 10.2021
- Managed administrative logistics of events planning, event booking, and event promotions.
- Delivered memorable events by partnering closely with clients to understand their unique needs and preferences.
- Managed budgets for various events, ensuring cost-effective allocation of resources.
- Evaluated post-event feedback from attendees, making data-driven recommendations for future improvements based on trends identified in survey responses.
- Supported senior leadership by developing status reports on activities related to planning, scheduling, cancellation, inquiries, resourcing, risk mitigation, and proposal development for various events.
- Coordinated florists, photographers, and musicians for events.
- Selected and ordered refreshments, decor and event materials.
- Liaised with marketing and PR colleagues to promote special events in social calendars.
- Cultivated strong relationships with industry partners, enhancing the company''s reputation as a premier special events manager.
- Implemented effective risk management strategies to mitigate potential issues before they impacted event success.
- Improved team efficiency by streamlining internal communication processes and providing clear direction on project priorities.
- Collaborated with cross-functional teams to develop and execute innovative event concepts that exceeded client expectations.
- Maximized ROI for clients by thoroughly tracking event performance metrics and identifying areas for improvement.
- Enhanced brand visibility through strategic partnerships with high-profile organizations at key industry events.
- Boosted event attendance by implementing creative marketing strategies and engaging promotional materials.
- Secured sponsorships through targeted outreach efforts, generating additional revenue streams for both clients'' events and the company itself.
- Developed detailed timelines and checklists to ensure smooth event operations from inception to completion.
- Coordinated seamless transportation and accommodation arrangements for event attendees, ensuring a comfortable and stress-free experience.
- Negotiated favorable contracts with vendors, resulting in significant cost savings without compromising quality or service levels.
- Spearheaded volunteer recruitment and training initiatives, resulting in a highly skilled and dedicated team of event support staff.
- Trained and supervised event staff to complete tasks on time.
- Developed creative themes for events and created related activities to engage attendees.
- Implemented contingency plans to address last-minute changes or unforeseen events.
- Evaluated existing plans, processes and events planning services to identify opportunities for improvement.
- Utilized social media to promote events and increase attendance.
- Implemented protocols and procedures to effectively manage planning process.
- Negotiated contracts with venues, vendors and suppliers to obtain best rates and services.
- Monitored and controlled event expenditures to meet budgets.
- Analyzed event costs to identify areas of improvement and cost savings.
- Oversaw event registration process by collecting and tracking attendee information.
- Coordinated travel and accommodations for event attendees.
- Researched and identified new vendors and suppliers to obtain competitive pricing.
- Produced concept plans for high-profile corporate meetings and events.
- Coordinated transportation and parking arrangements for guests and vendors.
- Developed and distributed event surveys to gather feedback and assess event success.
- Developed detailed event reports, documenting all aspects of each event.
- Created detailed timelines and budgets for events to meet all deadlines.
Meetings & Special Events Manager
The Ritz-Carlton, Naples
08.2007 - 03.2013
- Managed administrative logistics of events planning, event booking, and event promotions.
- Increased overall guest satisfaction by ensuring seamless execution of event details and attentive customer service.
- Developed detailed timelines and checklists to ensure smooth event operations from inception to completion.
- Delivered memorable events by partnering closely with clients to understand their unique needs and preferences.
- Supported senior leadership by developing status reports on activities related to planning, scheduling, cancellation, inquiries, resourcing, risk mitigation, and proposal development for various events.
Meetings & Special Events Manager & Catering Sales
The Ritz-Carlton, Key Biscayne
08.2009 - 12.2009
- Managed administrative logistics of events planning, event booking, and event promotions.
- Managed budgets for various events, ensuring cost-effective allocation of resources.
- Managed all aspects of event planning, including budgeting, logistics, and vendor coordination for successful events.
- Developed creative themes for events and created related activities to engage attendees.
- Produced concept plans for high-profile corporate meetings and events.
Meetings & Special Events Coordinator
The Ritz-Carlton, Naples, Naples
09.2006 - 08.2007
- Streamlined event operations by developing efficient logistical processes for event setup and breakdown.
- Coordinated schedules and timelines for events.
- Managed administrative logistics of events planning, event booking, and event promotions.
- Developed detailed event reports, documenting all aspects of each event.
Guest Services Agent
The Ritz-Carlton, Naples
01.2005 - 08.2006
- Maximized revenue by upselling room upgrades and additional services.
- Streamlined check-in processes for increased efficiency and reduced wait times.
- Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
- Developed strong relationships with repeat customers, fostering loyalty and return visits.
Education
MBA - International Business
Hodges University
Naples, FL12-2005
Bachelor of Science - Tourism Administration And Hotel Management
Canakkale Onsekiz Mart University
Canakkale, Turkey 05-1999
Skills
- Relationship management
- Client onboarding
- Strategic communications
- Client relations
- Strategic planning
- Key accounts development
- Teamwork and collaboration
- Problem-solving
Certification
Leadership Development Cohort, Gartner, October 2023
Presentation Skills - 4D's Presenting, Gartner, June 2023
Foundations of Leadership, Gartner, April, 2023
Received Certified Meeting Professional (CMP) Certificate of Completion, Jan. 2011
Received Certified Wedding Professional (CWP) Certificate of Completion, Feb. 2009
Timeline
Senior Client Success Manager
Gartner
10.2021 - Current
Senior Meetings & Special Events Manager
The Ritz-Carlton, Golf Resort, Naples
03.2013 - 10.2021
Meetings & Special Events Manager & Catering Sales
The Ritz-Carlton, Key Biscayne
08.2009 - 12.2009
Meetings & Special Events Manager
The Ritz-Carlton, Naples
08.2007 - 03.2013
Meetings & Special Events Coordinator
The Ritz-Carlton, Naples, Naples
09.2006 - 08.2007
Guest Services Agent
The Ritz-Carlton, Naples
01.2005 - 08.2006
Leadership Development Cohort, Gartner, October 2023
Presentation Skills - 4D's Presenting, Gartner, June 2023
Foundations of Leadership, Gartner, April, 2023
Received Certified Meeting Professional (CMP) Certificate of Completion, Jan. 2011
Received Certified Wedding Professional (CWP) Certificate of Completion, Feb. 2009
MBA - International Business
Hodges University
Bachelor of Science - Tourism Administration And Hotel Management
Canakkale Onsekiz Mart University
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