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

Nils Davis

Confidence & Impact LLC

I work with product managers - and their businesses - who want to make more impact, be more amazing, and live up to their unicorn nature. I hate the status quo and conventional wisdom - how's that been workin' out for ya anyway, right? - and help my clients bust out of their straitjackets, connect the dots, and actualize their full potential.

WHAT I DO: Through individual and group coaching, my podcast and book, workshops, and online courses, I help product managers and product management teams become more effective and generate more revenue. One specialty is helping enterprise software companies who are struggling with making quota to ensure the sales team has the product knowledge and sales enablement they need to be successful - and to start hitting their sales quotas!
 
WHY IT WORKS: When the sales team doesn’t have the right product knowledge they can’t be successful. My experience enables me to quickly articulate the true value proposition, define the right prospects to market to, create excellent qualifying questions and objection handling scripts, and increase the effectiveness of your product demo.

Resume Coach and Go-to-Market Consultant

ESVP COACHING INC.

Nils Davis offers a high-impact resume coaching for ESVP clients, tailored for product managers and professionals in adjacent roles. His approach begins with uncovering success stories that showcase real impact, then transforming those into compelling, results-driven bullet points using his proprietary “Impact Bullet Method.” 

He positions the resume as a sales document, not a task list, helping clients stand out with clear differentiators. 

With deep insight into what hiring managers and recruiters look for, Nils helps clients get more interviews by emphasizing storytelling, structure, and clarity. 

His coaching combines expert narrative guidance with practical formatting to ensure resumes are both strategic and memorable.

Resume Coach

The Secrets of Product Management Podcast

The Secrets of Product Management podcast features the best mental models, tools, techniques, and secrets for product managers, product marketers, innovators, and founders. If you're trying to create value in the world, delivering solutions to problems that need solving. this podcast will give you insights and approaches to up your game, accelerate your career, and get more value to market faster.

Host and Producer

205 Data Lab

Advising the founders of this data analytics and engineering firm on go-to-market for a productized service offering.

Go-To-Market Advisor

TriNet

Ensuring our customers' first experience with TriNet technology is stellar by curating their onboarding process from signed contract through first payroll.

Senior Product Manager

Planview

Enterprise SaaS project management for small and medium enterprises. 

★ Drove and managed three major architectural level features, and dozens of smaller features, from planning to launch for the Innotas project portfolio management product, a globally distributed enterprise SaaS application. 

★ Delivered enterprise-ready permission management capabilities to enable new reporting, improved administration, and easier selling.

★ Created a significant market differentiator at the enterprise level with a new centralized project staffing capability.

★ Enabled Innotas to enter the New Product Development segment with a new Stage-Gate solution, with the side effect of improving the idea-to-launch process for existing project management customers.

★ Helped sales team exceed quota for new logos the last three quarters with a new agile-focused demo (“You changed our approach to demoing a lot,” says the VP of Sales Engineering). Collaborated regularly with sales engineers and account managers to share best practices and improve objection handling.

(Innotas was acquired by Planview in August 2016)

Senior Product Manager, Innotas by Planview

Egress Solutions, Inc.

With Egress, I provide product management consulting primarily to enterprise software companies. Egress's focus is improving the effectiveness of your product management organization, resulting in higher revenues and more profits. 

Our special expertise is in product management processes, product management tools, prioritization, product marketing and positioning, agile transformations, and product portfolio planning.

Principal Consultant

Naehas

Naehas provides the leading direct mail marketing automation platform for the largest companies in the the Fortune 500.

Accept Corporation

Drove and managed product strategy, roadmap, and product planning process for Accept360, a SaaS application for enterprise product planning, which enjoyed consistent revenue growth over this period and counted name brand customers (Nokia, Cadence, Siemens, Oracle) with enterprise-wide deployments. Accomplishments included:

★ Defined and delivered innovations based on customer and market needs, managing the tradeoffs between product strategy, customer needs, schedule, cost, quality, and elegance; and represented the product to the sales force and customers. 

★ Created the product planning process for the organization and led its usage – including requirements management practices, product planning, prioritization, portfolio management, and implementation of agile processes. 

★ Drove the creation of more than 50 new features - from concept and prototype to product requirements to acceptance to release - including product portfolio management capabilities, an agile task board, ad hoc reporting, hierarchical requirements, requirement reuse, and many user experience improvements. Six major releases and many minor releases.

★ Instrumental in implementing agile at Accept; drove the addition of agile support in the Accept360 product.

NetIQ, Inc.

Senior Product Manager with overall responsibility for the AppManager Suite, NetIQ's market-share-leading system management solution. Primarily focused on the core features of AppManager, including the monitoring infrastructure (repository, agent, and management services) and reporting.

I help product managers ramp up their confidence and impact. Start with one free call! | secretsofpm.com/free-call

I’ve reviewed hundreds of resumes, and in just one call I can show you why yours isn’t getting interviews - and how to fix it.
Book *your* review using the “Make your resume amazing!” link in my profile.

If you are having problems getting interviews when you apply to jobs, it's not you. It's your resume and your LinkedIn presence. 

I help amazing people like you *sound* amazing in your resume and your LinkedIn profile. 

Most resumes are terrible - and I've seen a lot of them!

* They're boring.
* They all sound the same.
* They are hard to read.
* And most importantly: They don't show the real impact you've had.

If your resume is boring and doesn't show how amazing you are - you won't get the interview.

WHAT OTHERS SAY:

* "Nils turned my overlooked skills into impactful stories and helped me land my next role." (Brenna B.)
* "He pushed me to tell outcome-driven stories—now my resume finally feels like me." (Summer H.)
* "Nils brought out the business value of my achievements—I got multiple interviews and an offer." (Sifat R.)

ABOUT ME: Nearly 30 years in enterprise software product management, discovering market problems, creating innovative solutions, and helping sales and marketing teams succeed. I thrive on new challenges, cross-disciplinary insights, and finding solutions where others see roadblocks.

Don't ask ChatGPT to "revise my resume so it matches this job description." Here's what to do instead.

The simple and obvious prompt gives you a generic resume that sounds like everyone else's. 

(Note: the following only works for a job for which you are 𝘲𝘶𝘢𝘭𝘪𝘧𝘪𝘦𝘥 -  you have the right experience, it's not a role change, you've done this job before, and you know your personal skills and experience are a good match.)

First: find the outliers in the job description. The requirements or desires or other information that makes it 𝘥𝘪𝘧𝘧𝘦𝘳𝘦𝘯𝘵 from other JD's for the same role. 

Prompt: "Which parts of this JD are boilerplate for <role>, and which hint at this company’s unique challenges or priorities?" (And paste in the job description.)

It will return with a list of "generic" requirements for the role, and its perspective on requirements that are not generic. This will not be totally accurate, but it's a good start.

Second: Review the list of non-generic requirements and determine which are the most important. (Some of the requirements on its list will NOT actually be important, or will be less important.)

Third: With the list of most important non-generic requirements, use this prompt: "I would say <important requirements list> are the most important of these. Now, given this candidate's resume, how well does it match up to those key points? And what should they do to bolster them?" (And paste in 𝘺𝘰𝘶𝘳 resume.)

This gives you a list of potentially actionable changes you can make, a list of areas where your resume could use bolstering. 

What do you do with this list? That's a topic for another post. 

P.S. I can't emphasize this enough - this process is NOT for when you are trying to get into a new role or when you're going for an aspirational job. First of all, that's much less likely to work, and you need to do different things anyway.

Resume and LinkedIn coach | Enterprise software product manager | 20+ yrs exp | perfectpmresume.com | Resume, LinkedIn, and interview coaching for product managers and professionals seeking $150K-$300K+ roles.

If you want or need to increase your traction on LinkedIn, here's the easiest first step.

People who "do stuff" on LinkedIn are more likely to show up in searches. Commenting on posts - especially good quality comments - counts as "stuff."

But there are more benefits than that instrumental value.

• Commenting (kindly) builds your reputation. 
• Commenting sharpens your thinking and helps you surface your own insights. 
• And, if you have ambitions toward becoming a "content creator" - i.e., writing posts - your comments often turn out to be the "first draft" of a post. (Like this post, which started from a comment.)

How?

As you're reading posts, pay attention to your instant internal reaction and start from there. Do you agree? Disagree? Have something to add? Feel they are missing something? Want to amplify a point? 

The first two reactions (agree/disagree) are only useful to introduce your comment. 

The other reactions (add/missing/amplify) then become the meat of your comment. What would you add? What could use a little amplification? Write that down. And you're started. 

For example, this post started as a comment on someone else's post about commenting to add/amplify that commenting builds your LinkedIn "juice."

A line illustration of a product manager in a hoodie effortlessly picking a fruit from a low-hanging branch of a large tree. The scene is black and white ink, except for the single low-hanging fruit which is a vibrant red.

Your skills and activities, per se, are essentially worthless. Thousands of others have the same skills and have done the same activities. 

What you did with them is where your value lies.

If your resume lists what you did (your skills) but not why it mattered... you’re invisible.

This carousel shows how to fix the narrative so hiring managers actually see your impact.

Why You're Not Getting Interviews - And How To Fix It

Did you know I host an informal free online meetup for product managers every week on Friday mornings? 

It's a get together for product managers (including you! see below) to share insights, discuss challenges, and explore new ideas.

One attendee said, "I like to hear about other peoples' reality. It's valuable and a good test or check on our reality."

(If you'd like to join us, see the first comment for how to join the notification list for the meetup.)

Our meeting on Friday 11/7 was another great one. Our topic was "What is product management, anyway?" - It's a perennial topic for all of us. 

Some of Fathom's key takeaways from the meeting, so you can see the breadth and depth of the conversation:

* The PM role is "liquid" and vulnerable. This variability, amplified by a tight job market, makes it hard for companies to understand and value the function, leading to scope creep and pressure to justify existence.

* The core PM function is solving the company's biggest problems via the product. This requires diagnosing the root cause of issues (e.g., sales support gaps) and providing the strategic product perspective to solve them, not just executing tasks.

* PMs must actively market their value. The profession's "tarnished brand" stems from a failure to communicate business impact. PMs must tell stories of solving major problems to prove their worth and avoid being seen as consultants who are fired when the problem is "solved."

* The PM career path may lead to General Manager (GM). The broad, cross-functional perspective gained in product management is a strong foundation for a GM role, which has a clearer executive-level trajectory than a CPO position.

This week our topic will focus on what individual PMs, as well as PM leaders, can start to rebuild the business focus of the role. 

If you'd like to join the meetup, check the comments for info on how to get onto the notification list. It's free and occurs every Friday morning at 8am Pacific time.

Here's my dirty secret: My expertise is not in resumes per se.
It's in helping you tell the stories of your big wins. And then putting those stories onto your resume in a way that makes someone want to talk to you.

No matter what you think, you are not doing that very well. (I've reviewed hundreds of resumes - I've never seen it.)

Persuading someone to bring you in for an interview you is like getting a prospect to click the "Free Trial" button on your website. If they don't see clearly what's in it for them - and why you're a better choice - they aren't going to click. 

And it's not your skills that make them click. It's your impact.

If you only use one resume-writing prompt for the rest of your career, use this:

“What was the problem worth solving — and what would have happened if we hadn’t solved it?”

This single question exposes the truth behind 99% of weak PM resumes:

They describe the work… but not the reason the work mattered.

Take a totally normal bullet like this:

“Led the product development lifecycle for WWE SLAM which generated $3M in its first year.”

Not bad.
But it’s missing the stakes — the “why this mattered to the business” part that makes the story land.

Watch what happens if you add the problem worth solving in front of the exact same bullet:

“Topps needed a WWE digital launch to seize a major market opportunity, but the content was unfinished and GTM hadn’t started. I led the product development lifecycle, launching on time and generating $3M in year-one revenue.”

Same action. Same result.
But now it’s a story — with a beginning (the problem), middle (your action), and end (the result).

Here’s the rule:

If a bullet can’t answer
“What was the problem worth solving?”
it’s not an achievement — it’s a chore. Delete it.

If it can answer it, put the problem first and watch your impact snap into focus.

I’ll drop two more before/after examples in the comments so you can steal the pattern.

Remember: The job description is not the job. 

The 𝘢𝘤𝘵𝘶𝘢𝘭 job is solving problems the hiring manager/company has that are NOT mentioned in the job description. 

The job description is 𝘴𝘪𝘮𝘱𝘭𝘺 the base requirements for being able to do the job. If you can do those things, that doesn't mean you can do the job. 

So don't make your resume "match the job description." 

Instead ensure it shows the hiring manager you will be a great solution to their problems. 

That you will make a difference for them.

Do this by telling the stories of the meaningful problems you've solved, and the impact you had on the company.

Simply being qualified - aka matching the job description - will not do that. (And you'll be indistinguishable from the other 100 people who did the same thing.)

The JD is surface level. The real needs run much deeper. And your resume must speak to the real needs.

====

Want some help with this? I've done this for 100s of product managers - who are getting interviews and jobs.

Most PMs are failing at the one skill that matters most: telling why, not what.

Poor storytelling is the fundamental problem of most product manager resumes. 

Poor storytelling also explains much of the decline in the reputation of product management as a discipline.

We are not telling good stories about what we've achieved, why we exist, or the impact we have on the business. 

We expect "the data to speak for itself." But human beings can't hear what data tells them. They need a story to go around it.

The fastest fix? Always surface the 𝘱𝘳𝘰𝘣𝘭𝘦𝘮 𝘸𝘰𝘳𝘵𝘩 𝘴𝘰𝘭𝘷𝘪𝘯𝘨 to show why what you did was worth doing. 

(As technologists we fall in love with "what we did." But we often fail to mention the "why" behind what we did.)

Product management frameworks are tools, not solutions. 

Many frameworks will always work to 𝘨𝘶𝘪𝘥𝘦 you toward the "right thing." But they won't get you there, or guarantee you take the right actions.

For example, asking questions, using the "5Ws and an H (plus two)" will 𝘢𝘭𝘸𝘢𝘺𝘴 give you insights. What to do with those insights, though, no framework can tell you. 

----
P.S. The 5Ws and an H (plus two)

• Who?
• What?
• When?
• Where?
• Why?
• How?

Follow up every answer with one of these: 
• Tell me more...
• And then what?

How to win an argument. 

We go into discussions about contentious topics with high confidence we're right, that our idea/opinion/knowledge is correct. But how often are we really right? 

When you're trying to persuade someone who just doesn't seem to be "getting" your argument, what do you do?

The answer isn't "argue harder."  

Instead, ask questions. 
• What led you to that conclusion?
• How have you taken X into account in your thinking?

These types of questions will sometimes (often!) uncover the fact that you actually didn't know what you thought you knew. 

E.g., maybe they considered X, realized that X was a red herring, and found a better option, Y, that you hadn't even thought of, since you were so obsessed with X. 

One implication - be prepared for cognitive dissonance 𝘪𝘯 𝘺𝘰𝘶𝘳 𝘰𝘸𝘯 𝘣𝘳𝘢𝘪𝘯 when you ask good questions!

And this works both ways. Sometimes those questions will help the 𝘰𝘵𝘩𝘦𝘳 person recognize a weakness in their position. One can always hope!

(How did you "win" the argument if you were wrong? You learned something, and now your thinking is better. It's a good outcome.)

Your brain has limited fuel. Stop burning it on things you can’t change.

Years ago, I stopped giving rude drivers any space in my head.

Maybe they’re actually rude.
Maybe they’re distracted.
Maybe they’re having the worst day of their year.

Doesn’t matter — because I can’t change it.

If I spend energy being annoyed, that’s my cost.

Far better for my happiness to just let it go (and maybe laugh) and forget about it.

And my mental battery stays charged for the things that actually matter.

This applies far beyond driving.

If I can’t affect it, I do my best to let it go.

What’s one mental health rule you live by?

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The Battle

Craig Davis

Nils Davis

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The Battle

Craig Davis

Nils Davis

Followers

Posts

Engagements

Likes

Performance Score.css-goub6s{font-size:var(--chakra-fontSizes-md);font-weight:500;color:var(--chakra-colors-gray-600);display:block;margin-top:var(--chakra-space-1);}Nils Davis's LinkedIn Performance

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Performance ScoreNils Davis's LinkedIn Performance