Tim Gale
Customer Success / Account Management Professional
Hutto,TX
Summary
Experienced in customer success and account management with a focus on providing personalized guest and member service. Well-versed in support software and deescalation techniques, ensuring smooth interactions with customers. Committed to delivering exceptional service and unparalleled support to promote long-term customer satisfaction.
Knowledgeable in customer service best practices and various options available. Proven ability to drive revenue through effective promotion and problem-solving skills. Proficient in utilizing MS Office/Google Suite, CRM software (Salesforce), and online business tools (Zoom, Teams, Gong). Authorized to work in the US for any employer.
Overview
9
9
years of professional experience
5
5
Certifications
Work History
Senior Customer Success Specialist - Onboarding
Indeed
10.2021 - 5 2024
- Worked closely with internal Product, Operations and Technical teams to ensure that clients and corporate accounts received exceptional service through the length of the onboarding process
- Provided subject matter expertise and account troubleshooting to clients with respect to Indeed products (Jobs dashboard, account access, Smart Sourcing and job matching, Featured Employer)
- Collaborated with Account Executives/Sales Directors to create job campaigns for small and medium-sized businesses and optimized underperforming jobs/campaigns
- Assisted new clients by conducting product walkthroughs, account health checks and online presentations
- Frequently achieved or exceeded company metrics/KPI's in regard to retention, new business, and CSAT scores.
Corporate Account Specialist
Marriott International
01.2019 - 10.2020
- Arranged travel itinerary for corporate executives (McKinsey, BCG, Deloitte, etc.) and Marriott Bonvoy elite members
- Assisted VIP clients and high-level Marriott members with accommodations and preparation of amenities at upscale Marriott properties (Ritz-Carlton, St.Regis, Luxury Collection, Autograph Collection)
- Reviewed member account activity to assess account status security and evaluate balance discrepancies
- Set up new member accounts and updated existing client profiles with latest information
- Kept detailed records of daily activities through cloud-based company database (Salesforce).
Special Programs Customer Care Associate
Starwood Hotels & Resorts Worldwide
05.2015 - 01.2019
- Interacted with senior travel agents to facilitate travel arrangements for corporate consultants and Starwood Preferred Guest elite members
- Travel liaison for Starwood Board of Director members
- Arranged travel accommodations and dedicated amenities for Starwood BOD members and the CEO of Starwood Hotels and Resorts
- Protected member accounts from cybersecurity threats and fraudulent access attempts
- Followed up on outstanding member issues to complete resolutions and maintain overall customer success and satisfaction.
Luxury Brand Associate
Starwood Hotels & Resorts Worldwide
02.2013 - 05.2015
- Interfaced with key points of contact at hotels and resorts, including front office managers and staff, revenue and reservation managers, concierges, welcome agents, and sales and catering managers
- Routinely navigated and updated online portals and websites; this included property specific websites, online global geographic information and sources, Starwood promotional sites, and online navigational tools
- Consistently among top 5% of performers in terms of sales metrics and quality call assurance
- Instrumental in developing Welcome Package program, which created unique air and hotel itinerary for Luxury Brand guests and elite members throughout the country of Italy.
Reservation Sales Associate
Starwood Hotels & Resorts Worldwide, Inc
04.2012 - 02.2013
- Personally responsible for over $1 million in gross reservation sales revenue, and regularly interacted with business owners and executives, event planners, and travel specialists
- Increased Starwood brand awareness and scope through usage of internal reservation sales system and related member tools, including the Starwood Preferred Guest (SPG) program
- Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
Education
Bachelor of Arts - Political Science
California State University - Fullerton
Fullerton, CA 05.2001 -
Master of Arts - Political Science
California State University - Fullerton
Fullerton, CA 05.2001 -
Skills
Account Management
CRM Software
Google Suite
Business Analysis
Customer Relationship Management
Microsoft Office Suite
Microsoft Excel
Microsoft Outlook
Sales Support
Customer Onboarding
Customer Segmentation
Dispute Resolution
Certification
IT Security Foundations: Core Concepts
Timeline
Senior Customer Success Specialist - Onboarding
Indeed
10.2021 - 5 2024
Corporate Account Specialist
Marriott International
01.2019 - 10.2020
Special Programs Customer Care Associate
Starwood Hotels & Resorts Worldwide
05.2015 - 01.2019
Luxury Brand Associate
Starwood Hotels & Resorts Worldwide
02.2013 - 05.2015
Reservation Sales Associate
Starwood Hotels & Resorts Worldwide, Inc
04.2012 - 02.2013
Bachelor of Arts - Political Science
California State University - Fullerton
05.2001 -
Master of Arts - Political Science
California State University - Fullerton
05.2001 -
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