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

Cruise

• Directed a team of 5 FTEs and managed over 1,500 offshore employees across three vendors to support autonomous vehicle machine learning model development.
• Owned the roadmap and development of advanced labeling tools for autonomous vehicle machine learning models, directly improving model performance.
• Led a cross-functional team of engineers, designers, and vendors to deliver scalable solutions that labeled billions of data points.
• Established and optimized a New Product Introduction (NPI) framework, accelerating time-to-market for labeling data products.
• Conducted user research and stakeholder alignment sessions to define product requirements and prioritize features.
• Reduced operational costs by $1M through streamlined workflows and capacity planning.
• Awarded the Operations Visionary Award for groundbreaking contributions to AV data labeling operations.

Staff Product Manager - Machine Learning Data Labeling / Ground Truth

Brunk Industries

• Transformed organizational culture by defining and implementing data analytics dashboards (Power BI, SQL), enabling informed decision-making across the organization.
• Partnered with cross functional product teams to optimize internal tools, reducing inefficiencies by 20%.
• Developed strategies to improve product reliability/uptime saving >1,000 hours annually.

Director of Operational Excellence

Amcor

• Managed operations at a $100M revenue medical packaging facility with ~200 employees.
• Directed end-to-end product lifecycle management by commercializing new products and programs and implementing operational roadmaps to ensure profitability. 
• Spearheaded $4MM in new product launches by collaborating with R&D, sales, and engineering teams to ensure on-time delivery and market success.
• Restructured operations to optimize talents, improve teamwork and communication, and increase throughput
• Identified and implemented cost-saving initiatives with customer feedback that reduced expenses by 10% for core products.

Sr. Operations Manager

• Oversaw engineering and EHS functions, managing a $4M budget and 20 direct reports.
• Introduced automation technologies, saving $500K annually.
• Established the facility’s first preventive maintenance program, defining requirements to enhance product quality and reliability.
• Led a team of customers, sales, product management, R&D for new product development

Technical Engineering Manager

Tier 1 Automotive Supplier
• Established first capacity model to better improve manpower and quote new business
• Led engineering and maintenance teams, managing a $1.5M annual expense budget.
• Managed a portfolio of capital projects totaling $1M, enhancing plant capacity by 12%.
• Designed and implemented a new plant layout, achieving improved efficiency and reduced overhead.

Engineering Manager

The Dow Chemical Company

Lead mechanical engineer for commissioning and startup of a world-scale polyethylene plant ($500MM + project), Lead engineer for Salt Mining and Hydrocarbon Distribution Plant
• Commissioned and started up a $500M+ polyethylene facility, collaborated with product teams to optimize operations and reduce costs.
• Leveraged advanced and predictive analytics to identify improvement opportunities and enhance product output and profitability.

Lead Manufacturing Engineer

Caterpillar Inc.

• Completed Leadership and Technical Development Program (LTDP) which included stints in software development, Cat Proving Grounds, and manufacturing engineer at the Cat I6 Engine plant.
• Home group in Mechatronics where I spent my time developing, modifying, and validating control strategies for CAT engines at the global tech center in Mossville IL.

Systems Engineer - Mechatronics

Engineering Leader Sharing Stories | Loves Complexity and Chaos | Real Estate Investor | Technical Program Manager | Addicted to Diet Coke

In my day job I lead amazing individuals building AI products for Machine Learning Engineers in the Autonomous Vehicle space. 

On the side, here on Linkydoink I love talking about Airbnb investing. I love helping others on their investing journey. 

Send me a DM if you ever have any questions I can help answer.

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Craig Davis

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