Craig Davis

Hampton Inn Manhattan/Times Square North

•	Facilitated exceptional customer experiences through utilizing data within the hotel data 
        management system, resulting in $5K of extra daily revenue.

•	Boosted customer testimonials by handling customer inquiries during the nomination which 
        resulted in winning the 2019 Certificate of Excellence award from TripAdvisor for the hotel.

•	Upsell ~$900k on an annual basis for upgrades in service packages and room upgrades 
        consistently by educating customers on incentives and rewards.

Senior Customer Service Representative

New York Hilton Midtown

• Responded to 100+ daily phone inquiries regarding hotel services to ensure customer care.

• Coordinated with hotel teams in security, front office, and housekeeping to provide exceptional service.

• Helped the supervisor locate a repairman to repair phone systems for hotel rooms. 

• Received praise (and Godiva Chocolates) from the General Manager for restoring phone service 
to the entire hotel.

Hudson New York Hotel 

•	Responded to 60+ daily phone inquiries to troubleshoot and manage customer requests to improve the customer experience.

•	Fulfilled and executed over 80% of daily guest requests and followed up to confirm arrival to 
        meetings.

•	Worked with hotel department teams to focus on the customer experience which led to an improvement of phone calls by 15% which also translated to an additional $144k in revenue a month.

Senior Customer Service Specialist

Renaissance Hotels

•	Responded to 70+ daily phone inquiries and followed up with hotel guests to ensure client satisfaction.

•	Worked with the Hotel Director and created a TV channel guide to help improve customer and staff experience.

•	Provided daily reports to management about front-office requirements to maintain hotel operations.

Customer Service Representative

Resorts World Casino New York City

•	Identified issues in marketing materials that saved the company $100k and helped avert 
        defamation and brand scrutiny.

•	Winner of the first-ever Employee of the Month (EOM) award in the call center (by Manager) for
        Outstanding Customer Service due to high scoring client satisfaction out of 1,000+ employees.

•	Three-time recipient of the Most Valuable Service Provider award for perfect scores through 
        mystery shoppers.

•       Advised clients and customers on safety precautions and survival steps during Hurricane Sandy in 2012 by managing the customer service phone lines averaging ~700 calls during a catastrophic event.

Customer Service Specialist

An award-winning Senior Customer Service Representative with 12+ years of experience. Helping hospitality companies create amazing customer experiences that drive 7-figures in annual growth.

I help content creators on LinkedIn by leaving value-driven comments.

My first job was working as a Janitor at the Greater Allen Cathedral of New York in June 2006. I enjoyed learning how to serve people, do a job, and learn about its mission.

I volunteer to serve Thanksgiving food, Christmas Gifts and attend church conferences.

Those experiences translated to my first full-time job, working at a casino in October 2011.

Out of over 1,000+ employees with no phone experience, I became the first-ever Employee of the Month in the Call Center for Outstanding Customer Service.

My former manager wrote in 2015:

"His dedication to excellence and delivering above and beyond what is required makes him a solid addition to any organization." - Elba Batista, Former Customer Relations Manager at Resorts World Casino New York City.

Working in hospitality taught me how to be patient, empathetic, and caring.

My goal is to become a Customer Success Associate at a hospitality tech startup in New York, NY. Here are three reasons why:

1) To start, I want to make a career change that I will be happy with for a long time.

2) Throughout my career, I’ve become an expert at uncovering people’s desired outcomes to help create amazing customer experiences.

3) You get my skills and relevant customer experience to bring a hospitality tech startup in New York, NY.

Why a hospitality startup? To bring insights from working in hotels.

I create content on LinkedIn that focuses on personal branding, adding value, and sharing webinar takeaways. I like to visit Farmer's Markets in New York.

To see webinar takeaways from May 27th, 2020 to now, click "See all" on the featured tab.

To follow my content, follow my hashtag: #CraigNotes

If you are open to how we can work and help each other, please send an InMail or LinkedIn Message.

Specialties: Customer Experience | Hospitality Expert | Account Management | Communication | Relationship Management | Data Analysis | Project Management | Customer Engagement | Relationship Building | Market Research | Customer Retention | Salesforce.com | Customer Support | Troubleshooting | Data Entry | Technical Support

Technical Skills / Systems: | Trello | OS365 / Microsoft Office - Word, Excel, Sharepoint, Powerpoint | Google Suite - Docs, Sheets, Slides | SQL | Slack | Hubspot | OnQ | Meridian | HotSoS | MARSHA | Guestware | Canva | Zoom

Jordan Ostroff, Esq.

Driven Law

Jordan Law Fl is a client-centric 21st century law office.  We focus our practice mostly on Business Law, Personal Injury and Civil Litigation.  By having 4 attorneys at the firm with slightly different focuses we are able to look at your case from different perspective while all keeping up on the latest caselaw and trends of that area of practice.  Furthermore, we utilize the latest technological advancements to get the work done quickly and right, as well as consistently updating the client on their case without having to spend hours and hours a day calling everyone.  By doing those things we are able to provide immense value to the clients for an affordable rate.

Managing Partner

Let’s Get Up to Business is a podcast and Facebook live show geared towards business owners.  We chat with experts from around the country and help them share tips and tricks for business success.

Host - Let's Get Up to Business Podcast

LegalEase Marketing

Exhibit A(ttorneys) is a podcast and Facebook live show geared towards lawyers.  We chat with experts from around the country and help them share tips and tricks for lawyers to become the Exhibit A for attorney success!

Host - Exhibit A(ttorneys) Facebook live show and podcast

President

Office of the State Attorney

Assistant State Attorney

Jordan Ostroff is many things to many people: Fun Dad, Pretty Good Husband, CEO of Driven Law, Owner of Carpe Diem Consulting, and Big Brothers Big Sisters Board Member

From an early age, Jordan knew he wanted to be a lawyer—even when he didn’t quite know what that entailed. After a stint as a prosecutor, he took the plunge and opened his own firm. With parents who were a postal worker and a substitute teacher, Jordan became the first lawyer in his family. Lacking any business experience, his initial years were a rough ride.

Marketing companies saw him as an easy target, taking advantage of his lack of knowledge. Facing a choice between closing his firm and filing for bankruptcy due to a $200,000 debt or learning how to run a successful business, Jordan chose to learn. This steep learning curve eventually led to a 400-day cross-country trip with his family, during which his firm had its best year yet.

Now, Jordan manages Driven Law, focusing on personal injury cases and helping injured victims get the recovery they deserve. His firm prides itself on providing top-level legal work, maintaining a low volume of cases but offering high levels of care and compassion. Jordan works three days a week, typically 20-25 hours, while his firm continues to thrive.

This journey inspired him to write the best-seller "Love Your Law Firm: A Roadmap to the Firm You've Always Wanted," aiming to help more lawyers find joy in their work and better serve their clients.

But that wasn’t enough. Jordan launched Carpe Diem Consulting to work one-on-one with other lawyers, diving deep into their true desires and crafting a plan to achieve them. He helps them build a law firm they can be proud of while living an even better life.

When not steering his companies or traveling with his family, Jordan gives back to his community, spends time with people he cares about, and even gets in a round of golf (disc or stick) or a few games of pickleball.

Jordan’s life motto? "High Seas Raise All Boats"—we are stronger together, and together we can make the world a better place.

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The Battle

Craig Davis

Jordan Ostroff, Esq.

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