ELENA NAJM

• Monitored compliance and assisted with adherence to ISO standards and internal quality metrics.
• Investigated quality issues to identify root causes and raise appropriate corrective action.
• Conducted staff appraisals and evaluations, fostering continuous improvement and development.
• Defined quality targets and monitored agents' performance and KPIs to improve call handling.
• Collaborated with team leaders to meet performance and productivity targets.
• Handled English, Russian, Polish, and Spanish investigations.

Achievements:

• Identified error trends and determined appropriate training needs, suggested modifications to policies and procedures.
• Member of Global Calibration.

• Assisted customers with varying questions using product knowledge and service expertise.
• Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
• Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
• Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.

Achievements:

• Coaching new joiners, introducing them to daily proceedings in the company, as well as providing coaching sessions and guidelines to mid - level experienced agents for specific KPIs

• Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
• Updated systems with booking information to reflect accurate, current availability.
• Maintained excellent product and service knowledge to offer helpful customer guidance.
• Delivered first class customer care through polite, professional service.
• Enrolling guests into the Privilege Club program
• Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.

Achievements:

• Consistently achieved service rating targets, managing customer enquiries with personalized care and attention.
• Departmental trainer of the FO, therefore training all new receptionists
• Highest up seller of the department Q4 2015, Q2 2016, Q3 2016
• Highest privilege club enroller of the department Q1, Q2 and Q3 2016
• Best employee of the month January and April 2016

• Monitored and analyzed daily front desk activity to guarantee ongoing compliance with performance and brand standards.
• Adhered to company policies and brand standards to support outstanding guest experiences.
• Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Handled guest complaints to protect brand reputation.
• Supervise daily shift process ensuring all team members adhere to standard operating procedures.
• Build strong relationships and liaise with all other departments, especially housekeeping, reservations etc
• Takes responsibility in the absence of the front office manager.

Achievements:

• Increase the number of guests enrolled into the Club Carlson program.
• To have the highest number of up selling among the front office team.
• Best employer in the front office team for 3 months in a row. excursions..
• Best employer in the front office team for 3 months in a row

• Tailored activities to participants needs and abilities, prioritizing group activities that brought individuals together.
• Produced weekly activity program, communicating social schedule to all guests.
• Supervise and guide the team to ensure optimum sales techniques are used for the purpose of maximizing revenue.
• Member of the Green Engage Team of the hotel and DTC (Departmental Training Coordinator) of the recreation department.

Achievements:

• Create the leisure desk and kids club which is mandatory in Crowne Plaza Resorts brand standards.
• Create and organize leisure activities program (on - site and off - site activities)
• Assist the recreation manager in setting budgets/P&L and supervising the recreation team
• In charge of the recreation department in the absence of the recreation manager

• Created and organized the animation program in hotel

• Supervise foreign tourists' groups from Italy and Portugal
• Translate documents for IPF in Polish, Russian and Spanish
• Coordinate with various business partners in Poland, Russia and Ukraine