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

Rocketshipping 

Empower our organization through developing industry leading technology in logistics and shipping. Coordinate software solutions with our sales and marketing team to provide value driven Saas products for direct to consumer e-commerce companies who ship freight to residential locations.

Vice President Of Technology

Hash Interactive

Hash Interactive designs and develops internet applications, websites and provides digital strategy services to market and promote online brands.

Founder

CrossFit 701

CrossFit 701 is passionate about advancing the health and fitness of individuals in and around our community by educating, empowering and supporting anyone with interest in improving their lifestyle and health.

CoOwner

Concordia College

Supervised sporting facilities, constructed workout programs and coached proper weight lifting technique.

Supervisor

Let's break the ice 🧊⛏️ here's a little about me...

I was born and raised in the upper midwest 🇺🇸. This instilled in me hard work, resiliency, respect and treating people kindly. I grew up playing sports: football, baseball, basketball and weight lifting; and continued on to play collegiate football which taught me discipline, commitment and working together to achieve a common goal. Post-graduation, while searching for a competitive, athletic outlet, I stumbled across CrossFit and have enjoyed training, advancing new skills and pushing my limitations during a  workout for the last 8 years. I'm happily married, have two golden retrievers and try to get as much sun in the summer as possible. Recently, I've focused my efforts on logistics technology and marketing, and strive to bring a fresh perspective to the industry.

WHAT I VALUE ⭐⭐⭐:

🎗 Humble: As much as I know, I know there's infinitely more I do not know. Having a beginners mindset.
🎗 Hungry: Always looking to grow and reinvest in myself, work hard and push outside the comfort zone.
🎗 Humanitarian: Realizing nothing is worth accomplishing if it doesn't impact others in a positive way.
🎗 Healthy: I must take care of my mind, body and spirit to realize the other goals. 
🎗 Happiness: In constant pursuit and inward journey to raise conscious awareness of happiness. Maintaining a position of gratitude.


MY ACHIEVEMENTS 🥇:

✅ Founded and grew a technology development startup from 0 to $1MM ARR.
✅ I have worked with over 300 brands on their online strategy, website and marketing.
✅ Completed 1,000 advanced continued education course in contemporary programming methodologies.
✅ Cofounded online e-commerce furniture retailer rustic.com advising on digital strategy and technology.
✅ Completed CrossFit L2 coaches certification course, acquired a local CrossFit gym (have since sold) and programmed more than 10,000 hours of professional workouts.


PERSONAL SKILLS 🥷:

Software Product Development ⋮ UI/UX Design Implementation ⋮ Technical Marketing/SEO ⋮ Technical Team Development ⋮ Branding (fond on startup brands) ⋮ Leadership ⋮ Fitness Coaching/Personal Training

I thoroughly enjoy meeting and connecting with new people to gain valuable insights and perspectives. Reach out to me if you want to talk about emerging technology, freight, startup culture or just to chat about fitness & wellness.

taplio

The Battle

Craig Davis

Troy Henne⚡

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