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

 Business and financial content.
   
 Ghostwriting for business owners and executives. 
   
 Content types: articles, LinkedIn content, landing pages, and others. 
  
 Other services:
    Travel writing
    Remote business consultant: helping you transition to a 'freedom lifestyle.' 
       
Portfolio: https://thilini.me/

Financial copywriter | Ghostwriter l Consultant

Indigenous Business Australia

Manager, Commercial Property Solutions 

New Forests

Senior Analyst, Investment Analytics

Amba Research

Senior Associate Vice President (and Associate Vice President earlier)

Asia Capital PLC

Investment Analyst

Hemas International Freight Pte Ltd

Junior Executive (and Trainee Executive earlier)

Financial copywriter | Ghostwriter for founders & financial managers | Building a remote business

I help in two ways.

1) Financial content that connects with your audience: 

> Ghostwriting for businesses and founders (articles, social-media content and others). 
> Landing pages and website copy.
> Action plans to make your content work (content strategies). 

2) Tips to create a freedom lifestyle:

> Build a slower business and lifestyle, where you get to do what you love at your own pace. 

Some feedback from my clients:

"I have enjoyed working with Thilini for a couple of years now. She is an excellent writer with deep knowledge of complex financial topics. She behaves like a fiduciary even when it's not required, which makes the compliance review painless and easy. Thilini is excellent with facts and is careful to seek out current information in a constantly changing legal landscape, even across borders. She really is a fantastic addition to any content team."
Kimberly Rotter, CEO of An Army of Writers

I can thoroughly recommend Thilini to anyone who requires the services of a financial copywriter. Not only is Thilini a talented and creative writer, she is a joy to work and an absolute pro.
Rob Ioannou, Former Managing Director, AEGIS Global

Backstory:

I come from a financial background, with over a decade of experience in several roles between Australia and Sri Lanka. 

In 2019, I quit my full-time job in Sydney to travel and take a career break, and moved across the planet to Mexico. Later, I started building a remote business drawing from my experiences and adventures.  

For more freedom-living content, connect with me on Instagram (@momentsing).

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Craig Davis

Thilini Wijesinhe

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