David

Automation
Collaborated with Problem Management and Automation teams to reduce Service Desk inflow by implementing ServiceNow solutions.

Customer Satisfaction
Increased customer satisfaction by 20% through ITIL-based processes, achieving a 95% satisfaction score for escalated issues and a 4.6 NPS rating over two quarters.

Process Improvement
Introduced a new escalation protocol, improving response times by 20% and ticket resolution by 25%. Proactively identified potential escalations for timely resolutions.

Team & Cross-functional Collaboration
Streamlined escalation processes for quicker resolution, improving customer experience. Led a high-performing team that exceeded closure and satisfaction targets, while collaborating with cross-functional teams during critical issues.

Continuous Improvement
Developed KPIs to track escalation management effectiveness. Championed best practices for complex cases, maintained transparency, and used trend analysis for improvements.

Escalation Review & Improvement
Implemented a continuous improvement program to regularly refine escalation procedures based on performance metrics and feedback.

Prompt Assistance
Handled customer complaints and escalations promptly and professionally, resulting in a reduction in overall customer escalations

• Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
• Trained employees in essential job functions.
• Mentored and supported junior staff members to apply best practices and follow procedures.
• Supervised and coordinated team to provide guidance and support and maximize performance.
• Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
• Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
• Oversaw inventory management, ordering supplies as needed to maintain adequate stock levels and minimize waste.
• Streamlined check-in and check-out processes for improved guest experience and reduced wait times..
• Enhanced guest satisfaction by efficiently handling front office tasks and promptly addressing inquiries.
• Resolved guest complaints professionally, maintaining a positive hotel reputation and fostering customer loyalty.
• Developed strong relationships with corporate clients, securing repeat business for the hotel.
• Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
• Coached employees through day-to-day work and complex problems.
• Developed procedures to establish accurate and organized check-in and check-out processes