Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
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SHARIE EUSEBIO

SHARIE EUSEBIO

Fort Walton Beach,FL

Summary

  • 20 Years + of skill and experience at the Supervisor level in the past 3 companies
  • Ability to handle company Office resources including PCs, Apple Computers
  • Proficient in both written and verbal command of the English language, able to prepare reports and interact with company-assigned teams.
  • Builds and maintains effective relations with customers (internal/external)
  • Demonstrates effective communication skills in leadership and as a team leader. Adaptable and adhering to the virtual environment.
  • Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers a strong background in customer relations and communication.
  • Has experience and ability to develop, build, and proactive mentoring skills.

Overview

32
32
years of professional experience

Work History

Guest Experience Specialist - Lead

VACASA
05.2021 - 03.2024
  • Manages 10 at most 15 agents and leads a team of Customer Experience Agents and Senior Specialist
  • Provides behavioral-based coaching and feedback in all areas of performance such as metrics, e customer experience, and conduct
  • Monitor, analyze, evaluate, and document individual and team performance concerning customer experience, and business goals
  • Conduct disciplinary action as needed, including informal and formal write-ups and corrective action plans to improve performance
  • Manage daily contacts in multi-channel in and outbound contact center, focusing on meeting performance metrics and exceeding customer's expectations
  • Ensure employee adherence to company values, quality and PCI requirements, accuracy, schedule, and other expectations in a fast-paced environment
  • Support interviewing, hiring, and training of agents based on business needs.
  • Build and maintain business relationships and open lines of communication with other internal support teams
  • Conduct call reviews and provide agent feedback to foster an environment of continued education and improvement where delighting guests is the outcome.
  • Responded to guest inquiries, complaints, and special requests to increase customer satisfaction.
  • Consistently deliver exceptional customer service, resulting in increased positive feedback and return visits.
  • Conducted regular staff training on guest relations best practices, elevating the overall level of service provided by team members.
  • Demonstrated respect, friendliness, and willingness to help wherever needed.
  • Managed time efficiently in order to complete all tasks within deadlines.

Reservation Supervisor

Resortquest By Wyndham Northwest Florida
03.2006 - 04.2021
  • Manages 10- 12 and leads a team of reservation agents
  • Motivates develops, and monitors team performance regarding customer experience
  • Encourages team members, including team goals and identifying areas for new training or skill checks
  • Train newly hired agents on accuracy in inputting guest information into a computer system
  • Conduct call reviews and provide feedback
  • Be able to resolve any escalated calls with customer satisfaction promptly
  • Provides quality customer service including interacting with customers, answering customer inquiries, and effectively handling customer complaints
  • Conduct disciplinary actions as needed, including informal and formal write-ups and corrective action plans to improve performance
  • Performs other administrative duties as required by the central reservations Manager.
  • Managed and closed reservation calls to increase bookings by maintaining a strong knowledge of resort products, services, and facilities.
  • Generated and reported performance metrics to management to inform decision-making.
  • Answered incoming phone calls and developed a friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Improved customer satisfaction by efficiently handling reservation inquiries and providing exceptional service.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Facilitated regular team meetings to discuss challenges, successes, and strategies.

Reservation Agents

Resortquest Vacation Home Network
12.1998 - 03.2006
  • Sell Vacation packages to prospective guests in choosing vacation accommodations based on the availability of rental units, amenities, financial considerations, and location of properties
  • Provide rental property owners with their unit booking information
  • Answer incoming calls and convert them to reservations, maintaining acceptable performance and acceptable level of errors
  • Assists guests with after-hour check-in and emergency phone calls.

Travel Consultant

Thomas Cook Travel Philippines, INC
05.1992 - 10.1997
  • Itinerary planning, arranging of packaged tours, prepaid ticket (PTA) issuance of ticket manual or automated
  • Consultant for passenger traveling domestic / international business or leisure trip
  • Handle group of passenger ranging from 20 - 80 at most to reconfirm, reroute and re-issuance of their tickets
  • Assist clients with their visa requirement, documentation, passport and embassy appointments
  • Coordinate with Airport Representatives in passenger departure and arrival assistance.

Education

Bachelor of Science - Major in Management

Colegio De San Juan De Letrán
Calamba City, Philippines
10.1987

Skills

  • Dependable and Responsible
  • Fluent in English and Tagalog (Philippine native language)
  • Can work with less supervision
  • Flexible and Adaptable
  • Strong work ethics

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Guest Experience Specialist - Lead

VACASA
05.2021 - 03.2024

Reservation Supervisor

Resortquest By Wyndham Northwest Florida
03.2006 - 04.2021

Reservation Agents

Resortquest Vacation Home Network
12.1998 - 03.2006

Travel Consultant

Thomas Cook Travel Philippines, INC
05.1992 - 10.1997

Bachelor of Science - Major in Management

Colegio De San Juan De Letrán

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SHARIE EUSEBIO