Summary
Overview
Work History
Education
Skills
Timeline
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Shannon Hammerstrom

Windermere,FL

Summary

Experienced Project Associate adept at completing projects with confidence and skill. History of performing well under pressure, accomplishing successive assignments with high accuracy in fast-paced environments. Adapts well to changing situations. Seasoned customer service professional with hospitality and data expertise with deep passion for helping customers and clients. Skilled in maintaining privacy of confidential and sensitive information while also relaying information on how better to improve processes.

Overview

17
17
years of professional experience

Work History

Project Associate

Deloitte & Touche LLP/EcoLab
08.2022 - Current
  • Inspected and analyzed hotels' condition, cleanliness and compliance for client accounts
  • Salesforce trained to look up relevant information about account and financial processes
  • Analyzed client account information to assess business issues and determine potential solutions
  • Educated clients on how to improve their financial and compliance processes at their properties
  • Created lasting relationships with managers and owners by providing feedback from analysis
  • Managed client expectations by clarifying needs, identifying options and recommending products and services.
  • Developed comprehensive project plans that outlined key objectives, milestones, and resource allocation for timely completion.
  • Conducted thorough risk assessments to identify potential threats to project success and developed contingency plans accordingly.

Customer Service Representative

Hilton Grand Vacations Inc.
04.2009 - 08.2022
  • Trained internal staff members on administrative processes, work instructions and procedures to facilitate consistent and seamless company operations
  • Used various platforms, Salesforce, DealDesk, Sabre and Adobe to help customers
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints
  • Evaluated customer account information in various platforms to assess current issues and determine potential solutions
  • Educated clients on how to navigate company systems and work within established frameworks to obtain desired services
  • Met or exceeded call speed, accuracy and volume benchmarks on a consistent basis
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Documented and detailed calls and complaints using call center's CRM database.

Front Desk Agent

Hyatt Place Orlando
03.2007 - 04.2009
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Collected room deposits, fees, and payments.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Used internal software to process reservations, check-ins and check-outs.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.

Education

Bachelor of Arts - Political Science

Southern New Hampshire University
Hooksett, NH
05.2019

Skills

  • Salesforce Trained
  • Presentation Skills
  • Technical troubleshooting
  • Documentation and reporting
  • System documentation
  • Conflict Resolution
  • Payment processing
  • Report Writing

Timeline

Project Associate

Deloitte & Touche LLP/EcoLab
08.2022 - Current

Customer Service Representative

Hilton Grand Vacations Inc.
04.2009 - 08.2022

Front Desk Agent

Hyatt Place Orlando
03.2007 - 04.2009

Bachelor of Arts - Political Science

Southern New Hampshire University

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Shannon Hammerstrom