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

The Authentic Asian

Member

Connections Community Services Society

•	Drive CCSS’s public relations, social media, and fund raising projects in raising public awareness of community outreach and connection
•	Review the current operational structure and resources in providing strategic organizational re-planning, process, and system to improve effectiveness and efficiency

Community Outreach Projects:

Lace Up to End Diabetes
•	Collaborated with Diabetes Canada in the planning and execution of the walkathon located in Richmond
•	Drove the video production in promoting the events including interviews with diabetes patients, script writing, editing, and post-production effects

Connection Kids Club
•	After School Care Program – Provide on-call childcare services for children enrolled in the program 
•	Ensure a safe, nurturing, and engaging environment for children during after-school hours
•	Support and organize both recreational and education activities, as well as address children’s needs as required

Advisor

JumpUp Global Company Limited

JumpUp Global Company career and executive coaching to aspiring female professionals in 30s & 40s in navigating the corporate world. We are talking about the patriarchal system, gender disparity on pay, promotion, access to the C-Suites and Boardroom. As women in leadership, how do we stand out? How do we represent ourselves through our voice, communicating to connect, and with collective power we can truly get what we deserved. A revolved system that's based on personal merits and achievements.

Founder & CEO

Envision Human Capital Advisory Services

•	Drive the Finance Practice (C-Levels, Directors, Controllers, and Managers Level) across all industries from Multinationals, HK Listed or Private Companies, PRC listed or Privately-Owned Enterprises, Private Equity, and Asset Management Firms, etc. (Retained/Contingency)
•	Manage the overall end-to-end executive search process from client development, client pitch and proposal, candidate development and management, reference check and offer negotiation
•	Organized and acted as the facilitator for CEO forums and networking functions

Executive Assignments include:
-	C-Suite Appointments 
-	Chief Financial Officers
-	Corporate Finance, Investor Relations, M&A & Business Development (VP, Directors, & Managers)
-	Finance Directors/Controllers/Manager
-	FP&A Directors/Managers
-	Treasury Directors/Managers
-	Tax Directors/Managers
-	Internal Auditor Directors/Managers

Lead Principal

Derwent Executive

Partner (Hong Kong)

Robert Walters

•	Full P&L responsibilities in driving the recruitment consultancy services for Commerce Finance, Human Resources, Supply Chain & Operations practice at Robert Walters Shanghai

Associate Director - Commerce Finance, HR, Supply Chain & Operations (Shanghai)

•   Internal transfer to Shanghai office as Associate Director looking after Commerce Finance and Human Resources Division in July 2014.
•   Full P&L responsibilities in driving the recruitment consultancy services for Commerce Finance and Human Resources practice at Robert Walters Shanghai.

Associate Director - Commerce Finance & HR Division (Shanghai)

•	Full P&L responsibilities in driving the recruitment consultancy services for Commerce Finance practice in Hong Kong
•	Conducted induction, Core 1 & Core 1.5 Training to new joiners, consultants, and senior consultants
•	Identified, recruited, as well as provided training and mentorship to new consultants.
•	Specialized in the recruitment of Finance and Accounting (middle to senior management) positions within the commerce sector
•	Liaised with industry associations in organizing career forums and networking events for finance and accounting professionals

Associate Director - Commerce Finance Division

•	Led the Commerce Finance team in areas of staff management, business planning, recruitment services, client development and market strategies, etc.
•	Identified, recruited, as well as provided training and mentorship to new consultants.
•	Specialized in the recruitment of Finance and Accounting (middle to senior management) positions within the commerce sector
•	Liaised with industry associations in organizing career forums and networking events for finance and accounting professionals

Manager - Commerce Finance Division

• Senior Consultant (2004 - 2005)
• Consultant (2002 - 2004)
• Recipient of the "Top Achievers Awards) in 2004 and 2005 (Global Top Performers)

Senior Consultant - Commerce Finance Division

Korn Ferry

Senior Associate

Heidrick & Struggles

Associate

🏆 Finance Career Coach | I help aspiring finance professionals in becoming CFO Ready Leaders | ⭐ 120-Days CFO JumpStarter Program | Certified MBTI®Practioner 💟

JumpUp Global Company career and executive coaching to aspiring female professionals in 30s & 40s in navigating the corporate world. We are talking about the patriarchal system, gender disparity on pay, promotion, access to the C-Suites and Boardroom. As women in leadership, how do we stand out? How do we represent ourselves through our voice, communicating to connect, and with collective power we can truly get what we deserved. A revolved system that's based on personal merits and achievements.



Career Coach | Executive Coach | Leadership Coaching | Career Development | Women in Leadership | Certified MBTI Practitioner

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Craig Davis

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