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

Breathing Mindful Coaching

Certified Life Coach with ICF-Accredited Coaching School

Accredited Mindfulness Meditation Teacher

I help Female Founders who are ‘always on’, exhausted and overwhelmed, speed up by slowing down while still growing their business without the grind.

What life is like after working with me: 
- Increased confidence levels to stand up for themselves, ask for what they want and trust their gut
- No longer need to cower to fear, as they realise they can handle hard things
- Get clear on their goals and what they really want to work towards
- Realise that the world does not stop if they slow down and take time to reflect

Founder

Certified Breath Coach

Bristol Myers Squibb

- Identifying core customer needs of 1000+ employees
- Connecting the dots of people and things to draw insights 
- Co-creating customer-focused diversity & inclusion plans for the UK & Ireland

UKI Diversity and Inclusion Project Lead (Secondment)

- Set the direction, inspired and motivated a 30+ cross-functional team during a period of significant change during a product launch
- Navigated complex moving parts of the launch and created a realistic and revised set of goals that was approved by the senior leadership team
-Set up systems and processes to drive accountability for actions across the team, which led to improved clarity on progress

CAR T Senior Project Manager (Celgene acquired by Bristol Myers Squibb)

Ipsen

- coaching and mentoring of 2 early-career employees
- Halted a year-on-year decline in sales: Sales vs. target in Jan and Feb 2019 was >100% target. 
- Spotted risks in the operational plan and gained approval for an innovative pilot in Scotland

Brand Lead

Bio Products Laboratory Limited

International Marketing Manager

LEO Pharma

Senior Product Manager & Launch Lead

Product Manager

Hospital Sales Representative

Training Manager

Primary Care Sales Representative

Former fast lane hogger, reaping the rewards of breathing & mindfulness meditation

Hi I’m Nikki

I help Female Founders who are ‘always on’, exhausted and overwhelmed, speed up by slowing down.

Often, they are outwardly successful but lack the:

- Joy
- Energy
- Space

To enjoy the fruits of their labour.

My clients still want to grow their business - but without the grind.

Through a combination of: 

1. Self-discovery and reflection
2. Using breath work to regulate feelings, thoughts and behaviour
3. Building sustainable wellbeing habits

I’ve helped my clients:

✅ Find clarity about their next chapter
✅ Use their breath to stay present and find joy in the NOW
✅ Reconnect with their body and use inner wisdom to help guide their decisions
✅ Get comfortable with uncertainty and take inspired action towards their goals
✅ Break-free from self-limiting beliefs by about rest and success

If you’re a Female Founder who wants to stop grinding like a peppercorn while still building your business (😅)…

Send me a message 📥

taplio

The Battle

Craig Davis

Nikki St Paul

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