Olga Gasaienko

• Creates detailed training plans and SOPs

• Monitores / coach, and provide feedback to GXR’s on performance

• Analyzes training & quality data, recommend an action plan for improvement

• Contest management & motivational activities

• Conducts monthly audits in all review platforms and recommends best practices

• Uses data collection methods to compile, display, track, and analyze defect trends

• Analyzes issues and identifies trends

• Reviews guest feedback with the leadership team and ensure appropriate corrective action is taken

• Stays visible and interfaces with guests on a regular basis to obtain feedback on the quality of product, service levels, and overall satisfaction

• Models service behaviors that meet or exceed guest expectations

• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
• Developed documentation and logs of implemented solutions and generated and submitted reports.
• Devised and deployed successful approaches to retain customers and boost brand loyalty.
• Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Analyzed all bad reviews and looked for solutions
• Worked on Creating SOP's
• Decreased training time by designing effective new training programs.

• Coached team members to deliver hospitable, professional service while adhering to set service models.
• Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
• Answered all incoming calls
• Answered any issue related questions
• Processed all payments
• Actioned on reports
• Resolved issues with guests
• Offered compensation to customers when needed
• Attended company meetings

• Handled payment processing duties and provided customers with receipts and proper bills and change.
• Streamlined daily operations, including check-in and check-out processes, to increase efficiency and satisfaction.
• Resolved guest challenges and complaints by applying resourceful and actionable solutions.
• Established knowledge of local restaurants, historic sites, nightlife and shows so that such information could be given to interested guests.

• Confirmed that appropriate changes were made to resolve customers' problems.
• Provided concierge services for guests as needed.
• Managed guest check-in and check-out procedures, reservations and payments.
• Responded to guests, including email, telephone and in-person inquiries.
• Assisted my colleagues when needed
• Worked in each subdepartment of Front Desk: Switch Board Reservation and Front Desk.

• Balanced accounts and conducted nightly audits to keep bookkeeping current.
• Posted charges, updated accounts and issued bills to departing guests.

• Executed HR department clerical duties such as filing, sorting and delivering mail and bookkeeping.
• Assisted with recruiting, background checks and reference checks.
• Worked with HR management to devise and update policies based on changing industry and social trends.
• Developed and maintained documentation for new hires, training materials and benefits.
• Sorted job applications, vetted candidates and recommended individuals for key positions.
• Set up appointments, meetings and conferences for employees.
• Educated job applicants of expected job tasks, compensation and benefits to set clear expectations.