Tadja Ivey
Collegeville
Summary
Dynamic Customer Experience Executive with a proven track record at Residence Inn Marriott, skilled in process automation and customer relationship management. Successfully developed customer loyalty programs, enhancing repeat business by 20%. Adept at cross-functional coordination and conflict resolution, fostering strong team dynamics and ensuring exceptional service standards.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Experience Executive
Residence Inn Marriott
Collegeville
10.2024 - Current
- Provided support for customers via phone, email, chat, or other communication channels.
- Collaborated with departments such as marketing, sales, product development, and engineering to ensure customer satisfaction.
- Identified opportunities for process automation within the Customer Experience department.
- Monitored customer complaints on social media platforms and responded accordingly.
- Conducted customer surveys and analyzed feedback to identify areas of improvement in customer service.
- Established metrics to measure performance of the Customer Experience team.
- Assisted in developing policies that govern interactions between customers and staff.
- Maintained positive relationships with customers by responding promptly to their requests.
- Organized training sessions for employees on how best to interact with customers.
- Created and managed customer loyalty programs to increase repeat business.
- Evaluated current systems and procedures to identify potential improvements in the customer experience.
- Managed a team of Customer Service Representatives responsible for providing excellent service levels.
- Developed processes for handling escalated customer inquiries efficiently and effectively.
- Responded to customer concerns and implemented changes to accounts to resolve issues.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Mentored junior team members and managed employee relationships.
Massage Therapist
Sandals Dunn River Resort
11.2023 - 09.2024
- Demonstrated knowledge of anatomy and physiology to determine appropriate massage techniques for each client's needs.
- Adhered strictly to all state laws governing massage therapy practice.
- Provided therapeutic massage treatments to clients, including Swedish, deep tissue, and sports massages.
- Addressed client concerns regarding areas of discomfort or pain before beginning a session.
- Maintained detailed documentation of all treatments provided to ensure continuity of care between sessions.
- Managed appointments through scheduling software systems with accurate records of services rendered.
- Promoted additional services and products available at the spa in order to increase revenue stream.
Cocktail Server
Sandals Dunns River Resort
Saint Ann
06.2023 - 10.2023
- Delivered exceptional customer service while managing guest interactions effectively.
- Cleared tables promptly after guest departures to maintain cleanliness.
- Stocked bar top with ice, napkins, straws, and condiments regularly.
- Replenished liquor bottles throughout shift to ensure availability.
- Executed opening and closing duties, including setup and breakdown of bar area.
- Processed cash and credit card payments accurately using point-of-sale system.
- Communicated drink orders clearly to enhance accuracy and customer satisfaction.
- Monitored alcohol consumption to uphold company guidelines and ensure safety.
Customer Service Representative
IBEX Global
Saint Ann
11.2020 - 07.2023
- Resolved customer complaints promptly and efficiently.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered customer inquiries via phone, email, and chat.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Provided exceptional customer service to ensure customer satisfaction.
- Provided accurate information about products and services to customers.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Developed strong relationships with customers by providing personalized assistance and support.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
Customer Service Representative
Runaway Bay Water Company Limited
Saint Ann
01.2020 - 10.2020
- Resolved customer complaints promptly and efficiently.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Provided accurate information about products and services to customers.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Developed strong relationships with customers by providing personalized assistance and support.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
Education
High School Diploma -
Brown's Town High School
Brownstown - Saint Ann, Jamaica09-2018
Skills
- Customer experience
- Process automation
- Data analysis
- Customer loyalty programs
- Policy development
- Customer relationship management
- Team management
- Conflict resolution
- Effective communication
- Problem solving
- Attention to detail
- Customer feedback analysis
- Cross-functional coordination
- CRM software proficiency
- Organizational skills
- System implementation
- LiveChat messaging
- Service standard compliance
Languages
English
Professional
Jamaican Potwa
Professional
Certification
- Massage Therapy
Affiliations
- Motivational speaking
- Volunteering at local charities and soup kitchens
- Marathon running
- Church activities
References
References available upon request.
Timeline
Customer Experience Executive
Residence Inn Marriott
10.2024 - Current
Massage Therapist
Sandals Dunn River Resort
11.2023 - 09.2024
Cocktail Server
Sandals Dunns River Resort
06.2023 - 10.2023
Customer Service Representative
IBEX Global
11.2020 - 07.2023
Customer Service Representative
Runaway Bay Water Company Limited
01.2020 - 10.2020
High School Diploma -
Brown's Town High School
Similar Profiles
Keshia WilliamsKeshia Williams
Guest Service Representative at Residence Inn Marriott/Courtyard MarriottGuest Service Representative at Residence Inn Marriott/Courtyard Marriott
James F. BrockingtonJames F. Brockington
Dual Chief Engineer, Task Force. at Residence Inn by Marriott & Courtyard by Marriott.Dual Chief Engineer, Task Force. at Residence Inn by Marriott & Courtyard by Marriott.
Keshia WilliamsKeshia Williams
Guest Service Representative at Residence Inn Marriott/Courtyard MarriottGuest Service Representative at Residence Inn Marriott/Courtyard Marriott
Sharion RobinsonSharion Robinson
Front Desk Receptionist at Residence Inn MarriottFront Desk Receptionist at Residence Inn Marriott
Andrew ZatyczycAndrew Zatyczyc
Juvenile Correctional Officer at AbraxasJuvenile Correctional Officer at Abraxas