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

Nova Networks

Sourcing, Screening, Interviewing, and recruiting IT professionals for Nova Networks.

Nova Networks: www.novanetworks.com/

Talent Acquisition Recruiter

Amazon Web Services (AWS)

Sourcing, Screening, Interviewing, and recruiting IT professionals for Amazon Professional Services.

Amazon Web Services: aws.amazon.com

Technical Sourcer at AWS supporting Professional Services

Canopy Growth Corporation

Sourcing, Screening, Interviewing, and recruiting staff for the Canopy Growth Operations Department.  Building relationships with community partners & employment service providers, and academic institutions. Roles include: Cloud Engineers, DevOps Engineers, Mechanical & Chemical Engineers, Millwrights,  Processing Assistants, Warehouse Assistants.

Canopy Growth: www.canopygrowth.com

Talent Acquisition - Operations

Calian Group

Sourcing, Screening, Interviewing, and placing qualified candidates in the public sector across Canada. Roles included Project Managers, IT Support, Instructors, and Consultants.

Calian Group: www.calian.com

Recruiter - Engineering and Training Services

Turtle Island Staffing

Sourcing, Screening, Interviewing, and placing qualified resources in the public & private sector in the Ottawa-Gatineau region. Roles included Engineers, Project Managers, IT Consultants, Legal Assistants, Executive Assistants, and others.

Turtle Island Staffing: www.tistaffing.com

Talent Acquisition focusing on IT, Engineering, & Technical Professional roles

Concentrix

Sourcing, recruiting, talent acquisition of candidates for roles within Concentrix. Coordinate sourcing methods, job postings, screening, interviewing, and assessments. Building relationships with community partners & employment service providers, and academic institutions.

Concentrix: www.concentrix.com

Recruitment Lead, Talent Acquisition

Leaders and Partners Inc.

North America Sourcing Partner for Leaders and Partners Inc. 
Leaders and Partners specialize in the recruitment of high-caliber professionals for distinguished multinational companies as well as capable domestic companies in South Korea.

Talent Acquisition & North America Sourcing Partner

Employment Planning & Counselling Peterborough

Worked with clients & employers on job search, career coaching, resume writing, interviewing, recruiting, job placements, and employment-related community outreach.

Employment Planning & Counselling Peterborough: www.epcjobs.ca

Job Developer

Samsung SDI Co., LTD

Designed and implemented Global HR policies with Samsung SDI’s overseas subsidiaries. Implemented Global HR policies across Samsung's global organizations and designed & implemented Mercer-based standard Job Evaluation system.

Samsung SDI: www.samsungsdi.com

Senior Manager - Global HR

Samsung C&T

Developed policies, coordinated with overseas offices, HQ expatriate employee relations, and labour research & analysis. Implemented Global HR policies across Samsung C&T's branch offices & RHQs.

Samsung C&T: www.samsungcnt.com

Manager - Global HR

Talent Acquisition professional. Experience sourcing. screening, interviewing, and hiring IT professionals at all levels of their careers.

Career Opportunities: www.novanetworks.com/careers/

taplio

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Craig Davis

Neil Barker

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