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

Shelley Piedmont, SPHR, SHRM-SCP

Career GPS, LLC

Are you stuck in your career, unhappy about what you are doing, and can't see yourself continuing on the same path until you decide to retire?

Are you unhappy at work, but you can't put your finger on the exact problem? Should you change your career or change your employer? You don't know the right answer and need some insight to make the best decision.

You have been on auto-pilot and have done well in your career, but you need to figure out how to best articulate your value.

If any of these scenarios speak to you, then YouMap® may be for you.

As a certified YouMap® coach, we will deep dive into your strengths, values, skills, and personality-based interests to help you understand what work and what environments are best for you. This will help you better understand what types of roles, managers, and organizations better align with what you need for career success.

Reach out to me at spiedmont@mycareergps.com for more information.

Career Coach

Have you been in a job search for a few months and have yet to see any results?

Are you about to start a job search and what to get the best results in the fastest amount of time?

I can help you develop a job search strategy for your situation that fits best with what you do best. I can't promise that your job search will be fun, but I can make it more organized and efficient. I will provide tools and tips to help you reach your goal and ongoing support.

Feel free to contact me at spiedmont@mycareergps.com to talk about how we can work together.

Job Search Strategy Coach

I have conducted thousands of interviews. I have seen people ace an interview; I have also seen people do horribly. Do you know what the difference often was between the two? Practice. 

Work with me on your interviewing skills. I will help you craft compelling answers to common interview questions and any that may cause you concern. I will provide feedback that you will rarely get when you interview. 

Contact me at spiedmont@mycareergps.com to discuss how I might be able to help you.

Interview Expert

Not having a LinkedIn profile that is optimized for being found could be costing you opportunities. 

For many Recruiters, LinkedIn is the first place they look for candidates for their job openings. Wouldn't you like to be one of the people that are contacted? Wouldn't you like to meet interesting and influential people in your field? Of course! 

One of the best ways is to make sure you have an interesting and engaging LinkedIn profile. I can help you do this and devise an outreach strategy that will help you build your network.  

Contact me at spiedmont@mycareergps.com to discuss how I can help you.

LinkedIn Profile Optimizer

Do you want feedback on how to write a strong resume?  I believe it is much better to learn how to write a great resume (which most of us were never taught) because you then have knowledge that will serve you well throughout your career. 

This is my teaching how to fish service. 

We will get on a recorded Zoom call, and I will review your resume for content and formatting. We will guide you on how to improve your story to catch the hiring team's eye. 

We can also help you ensure you are not making mistakes that could prove problematic for Applicant Tracking Systems. Once you update your resume with our suggestions, we will review your writing and provide written feedback.

Contact me at spiedmont@mycareergps.com to discuss how I can help you with your resume.

Resume Strategist

Avendra LLC

I aligned business objectives with employees and management at Avendra as well as the other Aramark owned Group Purchase Organizations (GPOs), two in the US, one in Canada and two in Europe (500+ employees). The position served as a consultant to management on human resource-related issues and acted as an employee champion and change agent.

Key Results:
-2016 and 2017 winner of the Washington Post Top Workplace award and a Glassdoor rating of 4.4.
-Time-to-fill and cost-per-hire decreased when the recruitment process was streamlined by changing the application process, development of new candidate sources, the addition of better performing vendors, and implementation of a new Applicant Tracking System (ATS).  
-Developed curricula for new hires and supervisors. Added new training vendors. Led a project to redesign the user interface of the Learning Management System (LMS) for ease of use.
-Project leader that moved the company from a manual to an electronic performance management system.  Redesigned job competencies. Quarterly performance feedback introduced.
-Exceptional Contribution Award winner for my leadership in successfully implementing new recruitment and performance software.

HR Director, Avendra Group

I oversaw HR strategy for all aspects of employee development programs and systems, performance management, retention, training, employee relations, onboarding processes and recruiting/selection processes and systems. Avendra has 300 employees located between our Maryland HQ and California office as well as home-based employees across the country and in Canada.

Director of Talent

WTS International

I was in charge of corporate HR strategy, workforce planning, training and organizational development, employee relations, and compensation and benefits for over 1,500 employees located in 80 locations throughout the United States. 

Key Results:
-First HR Director and built the HR department.
-Implemented new HR software systems (ADP timekeeping and iCIMS ATS).
-Developed HR-specific and management soft skill training for managers that was delivered on-site and via webinar.
-Implemented a new performance management system.
-Decreased employee turnover year after year.

Director of Human Resources

Bell Nursery

I was hired to develop the Human Resources Department. I was a one person HR department for 300 full time and 1,000 seasonal employees that worked in the Garden Centers of Home Depot stores in the Mid-Atlantic region.

Key Results:
-Planned and developed the specifications for a new HRIS system, timekeeping, applicant tracking, payroll and expense tracking system. Chose vendor. Project manager for implementation. Developed and provided training.
-Integrated two acquisition companies to ensure consistent policies and procedures, benefits, and compensation.
-Developed a recruitment plan that led to the hiring of 800 seasonal employees (truck drivers, laborers, agricultural workers, and retail employees).
-Organizational restructuring of the retail supervisory positions to include new job descriptions and compensation plans.

Human Resources Manager

Century Pool Managemen

Managed the Domestic Recruitment, Human Resources and Payroll Departments. The organization had 50 full time and 600+ seasonal employees. Managed a staff of four Recruiters, an HR Assistant and a Payroll Manager.

Key Results:
-Conducted HR audit which resulted in the overhaul of the recruitment process to ensure compliance with federal and state employment laws.
-Led HR to become the top department in the area of client responsiveness in the company.
-Developed new metrics reports for the HR area which resulted in greater efficiency of recruitment efforts and a shorter time-to-fill.

Arbitron (Purchased by Nielson)

Staffing Specialist (part-time) for the call center located in Columbia, MD. Headed a three person team responsible for staffing a 100-seat outbound call center.

Key Results:
-Reached all staffing goals on time and on budget. Increased center performance and eliminated all overtime expenses.
-Hired 300+ Research Associates per year.
-Hired 30+ bilingual Research Associates. Attained the highest-ever staffing level for bilingual RAs.

Staffing Specialist

ARAMARK

Human Resources Manager for the Private Education and Employer Child Care Divisions. I was in charge of all HR duties, to include recruiting, compensation, employee relations, training and benefits administration. I was promoted to this position from the Recruitment Manager position with Children's World Learning Centers. 

Key Results:
-Increased racial and gender diversity of staff.
-Achieved an optimal staffing level that was cited for the improved performance of the division.
-Made changes to compensation to align corporate business practices with industry norms.
-Integrated the two lines of business into the corporate culture while still maintaining their distinct business identities.

The TJX Companies, Inc.

Provided recruiting services for management and staff in a 10 state region.

Key Results:
-Three times named National Recruiter of the Quarter.
-During tenure I decreased average cost-per-hire each year by using creative recruiting techniques.

Regional Recruitment Manager

Do you want a more fulfilling career but feel unsure where to start? 
Perhaps your current job search isn't yielding results, and you are frustrated and lost.

I'm Shelley Piedmont, a Career Coach who specializes in empowering individuals to break free from their career ruts, master the modern job market, and get hired faster. 

With over 20 years of recruiting experience and 6 years as a Job Search Coach, I've read thousands of resumes, reviewed countless LinkedIn profiles, and interviewed candidates at all levels, from entry-level positions to senior leadership. You can trust that I've seen it all, and I'm here to guide you through it.

I want to help you craft a fulfilling career and navigate the complexities of a job search. Through personalized coaching and proven strategies, I help my clients overcome these common challenges:

•  Is your current career lacking fulfillment? Do you go through the motions but yearn for a more meaningful career that allows you to thrive? – I help you identify a career path that aligns with your strengths, values, motivating skills, and personality-based interests. 

•  Feeling lost in your job search - Together, we'll develop a customized strategy that maximizes your visibility and lands you the job you deserve.

•  Is your resume falling into a black hole? - Having screened countless resumes, I know what grabs the attention of hiring managers. I'll teach you how to craft a compelling document that showcases your unique skills and experience in a way that will interest recruiters and hiring managers. 

•  Unsure how to leverage LinkedIn? Based on my insider knowledge of LinkedIn and what recruiters seek, I can teach you strategies to build a powerful online presence that attracts the right opportunities. 

•  Are interviews leaving you confused with no feedback? – I'll identify areas for improvement and help you stand out from the competition. We'll master interview techniques, build confidence, and prepare you to ace your next interview. 

•  Do you want to be paid your worth? – We'll develop a targeted salary negotiation strategy to help you get what is important to YOU and ask confidently. 

Check out my recommendations section to see how I have helped many job seekers meet their goals.

Are you feeling stuck? I can help you find a job where you can thrive. 

Schedule a free consultation today to discuss your career goals and learn how I can help you achieve them! 

www.mycareer.gps.com/appointments

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