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

Community outreach is my jam and what I absolutely love to do! In my 23 year career at USAA, I have interwoven my love for community and sustainability into many initiatives in my career and my life. 

For the past 15 years, I have served in several leadership roles at USAA ranging from program management to call center manager. My subject matter expertise is rooted in compliance and risk management, identifying trends, pinpointing themes, and delivering insights for action. 

As a result, I am able to help organizations streamline their operations and reduce their costs. One of my key strategies I employ to do this is by building strong relationships and modeling cross-team collaboration and partnerships. I consistently bring teams together and find common ground to help us all achieve the business goals.

I first noticed my passion for community involvement when I saw my Grandma Grace in action as she was her neighborhood “Good Deeds Catalyst” aka community outreach queen. She lived in a developing country and consistently found ways to rally for resources and people to genuinely come together and help where there was a need/cause without a hidden agenda. People often joked that she was the “unofficial mayor.” This inspired me.

I love community outreach and want economically challenged & low-income minority youth to know that he/she is not their zip code! I want them to be able to have encouraging mentors, exposure to STEM careers and enriching experiences that may not typically be available to them. 
 
Some of my community involvement I am most proud of is:

✨Participant in the inaugural PEAK African American diversity group as a mentor and my mentee was highlighted and promoted in the 1st year

✨Served as the key event planner for a 3-day technology entrepreneurship boot camp for veterans and military spouses.

✨Led a team of 6 volunteers for the inaugural USAA Pro Bono Impact Day with Taproot Foundation and created a one year marketing plan for a nonprofit providing education programs to low income and minority students.
 
My goal is to serve more in community engagement and I am interested in roles around corporate social responsibility, DEI, sustainability, and community impact. I would love to bring my leadership and program management skills in these roles.

I love connecting with people that are mission focused, community minded and passionate about making a difference in the world we live in. Please connect with me if you are also driven in that way.


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The Battle

Craig Davis

Summer McAfee, NDCCDP

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