Highly experienced Hospitality Sector Professional, specializing in Customer Care and Guest Support, with supporting expertise in broad-based business functions, seeking a challenging, relevant assignment

  Exceptional in-depth experience in providing administrative management as well as support for wide range of industry services

  Expertise in supporting world-class levels of customer care with background in international resort sector; particular strengths in problem resolution and decision-making

  Well-versed in use of web-based and online services and highly proficient in assisting corporate partners with issues/matters concerning credit, booking, invoicing and payments; skilled at navigating databases and dealing with various technical issues; utilize Oracle and Salesforce as well as Microsoft software

  Provide strong support for inbound team and regularly selected to serve on selected/special projects in recognition of outstanding capabilities, efficiencies, effectiveness and quality of work performance

Lodging Support Services Inbound, Expedia/Hotels.com, Springfield, MO 2011 -- 2017

         Effectively supported hotel partners in multiple areas; ran virtual credit cards for payment, re-issued virtual credit cards, utilized Web Site Expedia Partner Center to assist with various accounting issues and submitted invoices/single payments for payment; also gained crucial knowledge of taxation regulations.

         Expertly dealt with various technical issues including developing logins for website, re-setting passwords and assisting with resolving multiple website accounting issues; also closed inventory in event of overbooking and assisted in re-locating guests due to any overbooking issues.

         Developed case work to distribute to other departments in dealing with various issues such as credit or adding inventory to facilitate use by guests of website for booking purposes; continually provided exceptional customer care for hotel partners, assisted with guest refunds and provided floor support/assistance for new employees.

         Also participated in fraud project by contacting hotels to inform them when payments were disallowed due to possibility of fraud actions; contacted hotel partners in advance of processing payments to support collecting payments from guest(s) when checking in.

         Have developed extensive experience in working with international resorts and was selected to participate as member of organizational Morale Committee; selected for involvement in other special projects based on demonstrated effectiveness and high quality of work performance.

Quality Assurance, Wyndham Vacation Resorts 2006 2010

         Skillfully managed QA, received credit card information for sales close purposes, maintained security, up-sold various service packages and was successful in maintaining excellent sales as well as quality numbers.

Dispatcher, Digitalink (Dish Network Retailer) 2005 - 2006

         Performed multiple dispatching services within major metropolitan region; managed work performance of 50 Technicians within two offices and reported directly to Dish Network Managers.

         Provided excellent technical support as well as new connection information and was tasked with overseeing payroll functions for hourly/commissioned employees.

Quality Analyst, Federal Express 2001 - 2004

         Diligently provided all needed documentation to prevent freight holds in Customs and regularly communicated with international customers to resolve any Customs-related problems/issues.

         Developed reports covering multiple relevant operational areas and submitted to Vice President.

Ozark Technical Community College, Computer and Accounting Studies, 1995

Missouri State University, General Education Requirements/Science Coursework Studies