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

Singapore Red Cross

Providing editing and copyediting services for articles, interviews and other content to the Singapore Red Cross on a voluntary basis, as and when the need arises.

Editor & Copyeditor 

Doyobi

My core function is to align messaging across the company's Product, Marketing, Branding and Social Media Platforms for an international audience.

Subsequent to our acquisition, my position was no longer required as there was already an existing team based in Jakarta.

Strategic Communications Lead

Self-Employed

Consulted on internal communications - staff handbook, internal compliance documents, risk management documents and policies, for various SMEs and a group of medical specialist clinics.

Reviewed internal communications - applied my knowledge of best practices in the industry to review existing legal documentation on existing non-disclosure agreements, internal risk management policies, business protection agreements and assisted to craft up-to-date policies and documentation to resolve gaps in existing risk management efforts, for a group of companies.

Consulted on internal communications for a re-structuring - strategised effective internal communications, messaging and policies for a refreshed company culture.

External and corporate communications - crafting speeches for CEOs and public figures for events and annual reports, editing and consulting on prospectus for listing requirements as required by the SGX-ST.

External communications - liaised with industry leaders and prominent figures to co-ordinate events and liaised with media partners, journalists and influencers to promote events.

Freelance Consultant (Strategic Communications)

CPG Corporation

A maternity cover contract; I had the privilege of working with professionals spanning across the built environment to dissect and identify key messages for the group's internal communications, marketing collaterals, websites, social media, blogposts and press releases. 

I was part of the core team that published CPG 188, a narrative describing the corporation's 188-year legacy in the built environment. I also led the development of a subsidiary's website and interviewed various professionals on their work to craft copy most suited to showcase the key features of their work.

Corporate Communications

Mumsclub Pte Ltd

- Assisted to develop content strategy for Mumsclub Singapore, to reach out to the client's identified target audience
- Advised client on creating a consistent schedule for social media posts, as well as crafting captions 
- Conducted research on selected podcast topics, drafted podcast script and wrote additional content for their blog to tie-in with the same topics
- Filled the role as an on-demand spokesperson for subject matter expertise on respectful parenting, child care and other subjects, as and when required.

Freelance Content Strategist

Dive

Dive is a social audio platform for professionals to exchange ideas and organically network, in real-time, with industry experts all over the world.
- Assisting to plan and execute the content strategy and outreach efforts for Dive's launch into South East Asia
- Advised on trending topics in Singapore and how to maximise outreach
- Research on relevant industry professionals
- Regular engagement with the Dive Community to foster quality interactions
- Hosted and moderated events on a varied range of topics, as and when required
- Planned and prepped speaking topics, notes and discussion points for a wide range of topics

We mutually agreed to terminate this contract, due to difficulties during the Covid-19 pandemic.

Content Strategist & Events Coordinator

RHT Digital & Media

This role was an internal short-term transfer from my previous role (corporate advisory), as I intended to leave the workforce upon delivery. No maternity leave was claimed from the company.

In this role, I was entrusted with overseeing a small team of two handling investor relations, public relations and crisis management for public listed companies. My knowledge of corporate law and compliance from my previous role in corporate advisory was significantly advantageous to this position, as I was able to advise clients on the legal and regulatory requirements, while crafting effective communications that aligned with their company culture and values.

In addition to the above, I oversaw all general administrative and operations duties, including finance (expense claims, drafting invoices and contracts) and HR matters. I fulfilled my contract period.

Senior Communications Executive

RHT Corporate Advisory

My job scope included corporate secretarial duties for six public listed companies and several hundred private limited companies. I was later transferred to a different department within the group of RHT companies.

Senior Corporate Secretarial Executive 

Effective Communications | Showcase your Leadership Potential!

Do you work with people? If you do, how are your communication skills?

Words have the power to influence, persuade, and inspire others. 

Being a good communicator isn't about knowing big, fancy words that can intimidate or coerce. Leaning on 10 years of experience working across various roles in communications (international relations, public relations, crisis communications, corporate communications and investor relations), I'm here to share how everyone can become a better communicator by:

- thinking critically
- listening well
- developing a questioning mind
- giving the right context
- understanding purpose and audience

In a society lived in by humans, shaped by humans and driven by humans, our communications need to be relevant and deeply human to make a real impact.

Periodically, I also share musings on #parenting, #leadership and #education.

taplio

The Battle

Craig Davis

Ruth Lee

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