Summary
Overview
Work History
Education
Skills
Timeline
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Sharonda Gilbert

Akron,OH

Summary

Personable and dedicated Customer Service Representative with extensive experience in Hospitality industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

9
9
years of professional experience

Work History

Customer Success Manager

Kalibri Labs
05.2022 - Current
  • Project Manager of over more than 700 accounts
  • Conduct training sessions and host webinars for clients on the Commercial Strategy Platform HummingbirdPXM
  • Utilize Salesforce for day-to-day project management
  • Strong focus on Customer retention by providing quarterly business reviews
  • Main contact for clients, serving as the day-to-day contact for assigned customers’ leadership and admin teams for all questions related to AdvicePay
  • Compiled customer feedback for cross-functional departments to improve product or service features.
  • Gathered insights from customers through surveys, interviews, focus groups.
  • Hosted regular check-in and introductory calls via Zoom
  • Developed training materials for new products that were released on platform.
  • Develop and create training materials and courses using Skilljar based on customer needs.

Director of Member Success

Launch Workplaces
05.2021 - 05.2022
  • Managed a coworking space, assisting clients in finding suitable spaces
  • Handled finances and accounts receivable.
  • Built strong referral network to generate new business opportunities.
  • Reviewed internal reports and identified areas of risk or potential cost savings.
  • Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
  • Cultivated and maintained relationships to promote positive work culture.
  • Directed or coordinated financial or budget activities to fund operations and maximize investments.

Hospitality Consultant

Deloitte
08.2016 - 12.2018
  • Implemented new quality assurance and customer service standards
  • Completed Brand Standards Audits at hotels throughout the US, focusing on Customer Satisfaction
  • Monitored staff organization and suggested improvements to daily functionality
  • Evaluated interactions between associates and customers to determine areas in need of improvement
  • Created customized training tools for properties, specifically focused on customer satisfaction and departmental brand standards.

General Manager (Promotion)

Courtyard By Marriott
05.2015 - 07.2016
  • Oversaw all aspects of the hotel, including billing, staffing, interviewing, and preparing for QA
  • Managed quarterly conferences.

Property Support Manager (Promotion)

08.2014 - 05.2015
  • Performed duties in absence of property's General Manager
  • Provided sales and operational support to incoming General Managers
  • Traveled to and assisted hotels based on business and operational needs
  • Directly supervised hotel staff, handling interviewing, onboarding, and continuous training.

Education

Bachelor of Arts - Pre-Law

Auburn University
Auburn
08-2010

Skills

  • Customer Success
  • Customer Retention
  • Financial Management
  • Project Management
  • Training and Development
  • Creative Problem Solving
  • Team Leadership
  • Strategic Planning
  • Client Relations
  • Proficient in Skilljar, Salesforce, Zoom, & Calendly

Timeline

Customer Success Manager

Kalibri Labs
05.2022 - Current

Director of Member Success

Launch Workplaces
05.2021 - 05.2022

Hospitality Consultant

Deloitte
08.2016 - 12.2018

General Manager (Promotion)

Courtyard By Marriott
05.2015 - 07.2016

Property Support Manager (Promotion)

08.2014 - 05.2015

Bachelor of Arts - Pre-Law

Auburn University

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Sharonda Gilbert