Silvia Chraibi
Tallahassee,FL
Summary
Dynamic professional with a strong focus on guest satisfaction and exceptional communication skills, honed at HAG. Proven track record in complaint resolution and client relationship management, enhancing loyalty and retention. Adept at analyzing feedback to drive service improvements, while fostering team development and operational efficiency.
Overview
28
28
years of professional experience
Work History
Guest Relations Officer
HAG
Tallahassee, FL
04.1999 - 01.2026
- Delivered exceptional customer service, enhancing guest satisfaction and loyalty.
- Resolved guest inquiries and complaints promptly, ensuring positive experiences.
- Coordinated special requests and accommodations to meet diverse guest needs.
- Trained new team members on guest relations protocols and procedures.
- Implemented feedback mechanisms to improve service quality and operational efficiency.
- Facilitated communication between departments to streamline guest services.
- Developed training materials for staff to elevate service standards across the team.
- Analyzed guest feedback data to identify trends and recommend improvements.
- Greeted guests upon arrival and offered assistance.
- Maintained a welcoming atmosphere with genuine interactions and professional communication skills.
- Resolved guest complaints diplomatically, resulting in increased loyalty and repeat business.
- Organized guest events and activities to create memorable experiences and foster positive relationships.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Trained new staff members on company policies, procedures, and customer service standards.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Participated in promotional campaigns targeting potential customers, leading to increased brand awareness and higher booking rates.
- Improved overall guest experience by monitoring feedback surveys and implementing necessary changes.
- Handled customer complaints to satisfy and retain guests.
- Created welcoming and comfortable environment for guests.
- Maintained high level of professionalism and discretion when dealing with guests.
Account Manager
First American Title Insurance Co
Tallahassee, FL
08.2007 - 01.2012
- Cultivated strong client relationships through regular communication and tailored solutions.
- Managed project timelines, ensuring alignment with client expectations and deliverables.
- Collaborated with cross-functional teams to optimize account strategies and improve service delivery.
- Analyzed market trends to identify opportunities for account growth and retention initiatives.
- Coordinated contract negotiations, ensuring favorable terms for clients while maintaining company standards.
- Developed training materials for junior staff, enhancing team performance and knowledge sharing.
- Implemented process improvements that streamlined workflows, resulting in increased operational efficiency.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Identified at-risk accounts through diligent monitoring and analysis, implementing retention strategies to prevent churn.
- Conducted quarterly business reviews with major accounts to assess satisfaction and identify areas for improvement.
- Achieved recognition for outstanding client service, contributing to team's reputation for excellence.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Kept detailed records of daily activities through online customer database.
Tax Auditor Supervisor
State of Florida - Business and Professional Regulation
Tallahassee, FL
01.1998 - 07.2007
- Conducted comprehensive audits to ensure compliance with state tax regulations.
- Analyzed financial records for accuracy and consistency in reporting.
- Identified discrepancies and recommended corrective actions to stakeholders.
- Developed audit plans and timelines to enhance operational efficiency.
- Mentored junior auditors on best practices and regulatory standards.
- Collaborated with cross-functional teams to streamline audit processes.
- Implemented new auditing techniques that improved accuracy of findings.
- Enhanced tax compliance by conducting thorough audits and identifying discrepancies in financial records.
- Communicated and resolved technical and controversial tax matters with professional judgment.
- Made on-site visits to inspect business operations, activities and validity of business tax records, examining, and assessing locally-situated personal property.
- Examined and audited accounting and financial records with regard to compliance with personal property or business taxes as prescribed by law.
- Processed and adjusted tax forms by entering data into computer system and comparing with tax assessment data and data from previous year.
- Communicated with and assisted taxpayers or representatives regarding filing tax declarations, audits process, audit findings, explaining application of tax laws and regulations.
- Prepared audit appointment letters, written audit findings, and reports with recommendations.
- Researched and analyzed accounting and tax data in accordance with established schedule of performance expectations.
- Conducted account research and prepared preliminary work papers and schedules.
- Created accurate monthly report and submitted in accordance with established schedule of performance expectations.
- Demonstrated strong attention to detail and accuracy in reviewing financial documents, ensuring audit findings were based on a solid foundation of evidence.
- Achieved successful outcomes for clients facing tax issues by developing tailored solutions that addressed their unique challenges and needs.
- Mentored junior auditors in developing technical expertise, focusing on enhancing their analytical abilities and critical thinking skills.
- Maintained up-to-date knowledge of current tax laws, regulations, and industry trends to provide accurate advice to clients.
- Ensured timely completion of audits through effective project management and prioritization skills.
- Prepared working papers, reports and supporting documentation for audit findings.
- Led team training sessions to enhance staff performance and service quality
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
Education
Associate of Arts -
Central Texas College
Killeen, TX01-1987
Skills
- Strong empathy
- Guest satisfaction focus
- Exceptional communication
- Guest services
- Guest communication
- Guest complaint resolution
- Data entry proficiency
- Client relationship management
- Complaint handling
- Team member development
- Guest inquiry resolution
- Account management
- Basic accounting
- Teamwork
- Multitasking
- Reliability
- Organizational skills
- Flexibility
- Adaptability and flexibility
- Decision-making
- Detail-oriented
- Office administration
- Task prioritization
- Self motivation
- Interpersonal skills
- Analytical thinking
- Professionalism
- Record keeping
- Time management abilities
- Financial transactions
Accomplishments
- Documented and resolved issues with Tag and title issues.
- Used Microsoft and Google sheets to keep track store performance and inventory, daily store updates-
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 3 staff members.
- Achieved all duties assigned by completing with accuracy and efficiency.
Languages
Spanish
Native or Bilingual
Timeline
Account Manager
First American Title Insurance Co
08.2007 - 01.2012
Guest Relations Officer
HAG
04.1999 - 01.2026
Tax Auditor Supervisor
State of Florida - Business and Professional Regulation
01.1998 - 07.2007
Associate of Arts -
Central Texas College