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

Masood Akbarzai

Business Intel Pro

Business Intel Pro™ is a remote Digital Marketing Consultancy & Agency based in the U.K. and USA. 

We specialise in B2B qualitative lead generation and sales for your business. We can tailor our models for both inbound-lead-gen and outbound-lead-gen for your product and industry. 

Our PPC agency is part of a large conglomerate that has a  team of 200+ experts in Media-Buying, UX/UI, Landing Pages, Creatives, Funnel Building, and more. We serve SMEs to large enterprise clients. We have worked with clients in eCommerce, SaaS, B2B, Real-Estate, Governments, Franchise Brands, and more. Our thoroughly vetted and highly trained Media/Ad-Buyers are the top 1% of talent in the industry working exclusively on our projects. 

We work as an extension or replacement of your marketing department, or as your dedicated marketing agency for your online paid advertising and overall digital marketing. We have worked with both CXOs and senior executives in marketing within an organisation. 

What's included in the agency:

- Meta Ads (Formerly Known as Facebook Ads) ✔️
- Google Ads ✔️
- YouTube Ads ✔️
- LinkedIn Ads ✔️
- SEO ✔️
- Landing Pages ✔️
- PPC-Based Lead Generation Campaigns ✔️
- Funnel Development & Optimisation ✔️
- Creatives ✔️

Founder & CEO of                                          B2B Marketing Consultancy & PPC Agency 

Akbarzai & Co -  Akbarzai Group

Instigated UK operations for the family owned business known as Akbarzai Group of companies based in Central asia, south asia and the middle east.

Key roles :

▪️Acquisition of real-estate to revamp and subsequent sales leading to reinvesting. 
▪️portfolio profits in national businesses in the U.K.
▪️Connecting the parent company and building a relationship with UKTI  and Chambers of commerce to promote exports from the U.K and imports from the central asia to the U.K.
▪️Formulating a unique blend of mass consuming edible product using my Process Engineering expertise in collaboration with technologists and maestros of birth place of industrial manufacturing, Manchester U.K.  for exports to our parent company abroad.
▪️Created computational technical systems for the group’s mining business to stand firm ahead of its competitors.
▪️Produced thorough financial audits and models to improve cash flow, life cycle of supplies and profitability for the mining business.

Director Global Business Development

I counsel marketing agencies, eCommerce, retail, banking, legal, financial services, fintech and other service provider businesses on advanced digital marketing strategies and execution. I, along my specialist teams can create multi-channel marketing campaigns to multiply sales and profitability. I also carry out business intelligence studies on risk and competitor analysis for a business. 

I also advise national and international clients along our sister entities overseas on launch, CapeX, optimised operational costs, plant operations, organisational operations, and risk management of refineries, chemical processes, mass manufacturing and services companies. I have also advised existing manufacturing sites in reducing their operating costs without losing credibility on quality, standards and safety. 

As of 2017, I am also working on a joint project with an overseas partner firm to implement energy storage and reduction technologies at businesses with higher carbon foot print and intensive variable energy operating costs.

I advise our parent company Akbarzai & co on technical processing  and financial auditing of its versatile mineral  sourcing and humongous supplies; currently at over 10k MT/day — We are actively acquiring  new sites and diversifying into new precious mineral markets and international clientele.  Technical endeavours are in progress to expedite the supplies by cutting unduly  bottle neck and increasing cycle time of the processes to meet our company targets of double supplies by mid 2018.

For more information on how I, my teams and network can assist you in identifying pitfalls, risks and opportunities for your start-up or existing business, please refer to the below URL 

www.akbarzai.com/akbarzaiuk 

You can also read my profile under the key people tab on www.akbarzai.com

CEO          (Akbarzai U.K.)

Second Cup Coffee Company Inc.

Master Franchisee Manchester and Pioneer for the Canada's largest Specialty Coffee retailer since 1975 The Second Cup Coffee company Inc in the U.K

From start-up to over 70% growth in sales in its birth place territory for the U.K., Second Cup has proven itself to be a leading entrant player in one of the fastest recession proof growing industries in the U.K.  and worldwide. The industry at an estimated  total worth of £8.9 billion in the U.K. is anticipated to outnumber pubs by 2030 as coffee shops become the new local. 

Our USP signature products and the lounge "second home" dine in concept with state of the art interior decor is increasingly becoming popular across the country. 

We are expecting to grow to a total of 200 stores in 5 years across the country.

After successful marketing and PR campaigns for Manchester, I also lead and counsel for national marketing committee of Second Cup in the U.K .  Since 2012 I have created a network of organic independent marketeers to a chain of some of the largest influences within the digital media to reach out to over a million subscribers per month. 

My brand development competency is directly influenced by the family owned business of  brand development in new and saturated markets since 1964.

Owner Director & Master Franchisee (Pioneer and first launch in the U.K.)

CONTRACT CHEMICALS (KNOWSLEY) LIMITED

Development and amendments of SOP's and P&ID's. 

Carried out emergency relief calculations, detailed HAZOP's and au fait with SIL analysis.

Worked on various revamping & retrofitting designs of Plant items

Designed a distillation column using manual calculations and performance simulation Aspen PlusTM along the Sulzer's SULCOL. After successful designs of steady state continuous and unsteady state batch Processes, compared Pros and Cons of Batch and Continuous distillation and executed a thorough analysis of HETP, packing height and diameter of column taking the hydraulic constraints into account using Sulzer MellaPak Packings. 

Enhanced my understanding of the importance of batch distillation and learnt how crucial is a comparative study, to be carried out that can justify the consent of the most favourable mode of operation for any Process. 

Learnt the mandatory requirements of ATEX and DSEAR for a top tier COMAH site to comply with BS OHSAS 18001 and successfully executed temperature classifications against explosive zones in equipments selection for projects.

Worked on utility systems and learnt the control of TDS levels in industrial boilers to minimize water & energy losses by performing mass and energy balances. 

Worked on LEV systems and learnt how to improve the extraction of hazardous chemicals as per HSE requirements. Carried out various pipe and vent sizing calculations and gained valuable experience and knowledge of venting and relief for safety reviews of different vessels, reactors, exchangers and columns. 

Developed a thorough storage tank integrity program for the new legislation set for "Plant ageing" by HSE which includes periodical assessment of the tanks based on intermittent non-intrusive testing of the tanks.

Commissioned plants, performed drift tests on reactors with dual vacuum systems, observed flaws and proposed remedial actions.

Proposed and led, small to medium sized capital expenditure projects.

Process & Chemical Engineer

Attock Refinery Limited

(Crude Oil Refinery) Fractionation of crude oil and production of LPG for the oil & gas industry;

Worked with Plant and Shift Engineers on day to day trouble shooting and enhanced understanding of Process Control in hostile environments. 

Worked on safety Projects in the HSEQ department of the refinery to understand the incumbent requirements of ISO 9001 and ISO 14001.

Trainee Chemical Engineer

Generate Convertible Leads on LinkedIn. Get Trained or have it Done-For-You: Inbound & Outbound Leads. Book A Call Now. // CEO & Founder at Business Intel Pro™

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At Business Intel Pro we’ve helped businesses in:

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DM for an exploratory call.

-

About me:

Masood is an entrepreneur and a polyglot consultant with a diverse portfolio of experience in digital marketing, algorithms, data, eCommerce, real-estate, and SaaS. He has been a public speaker at 𝐆𝐨𝐨𝐠𝐥𝐞, Alliance Manchester Business School, The University of Manchester. He is also a Chemical Engineer with expertise in mathematical modeling and reverse-engineering algorithms. 

His business establishments include the launch of an international franchise brand in the U.K., an eCommerce business, and a Digital Marketing Consultancy & Agency that counsels, and serves SME’s, large corporations, and marketing agencies. 

He was the founder of Akbarzai UK, the pioneer franchising start-up company for the launch of Canada's largest specialty coffee retailer in the U.K.,The Second Cup Coffee Company Inc.

Masood excels in working as an interlocutor for a multitude of organisations. He counsels senior executives and versatile organisations. He has advised businesses within financial institutions, Fintech, SaaS, eCommerce, real estate, and the public sector. Being a philanthropist, helping those who are less fortunate is something he passionately believes in and he actively takes time out, to work for such causes.

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