Jordain

As support ambassador I was a representative of Airbnb, and I would provide support to customers or clients. My responsibilities include:

Providing customer support: I was previously responsible for providing customers with assistance and resolving any issues or concerns they may have.

Managing customer interactions: I would often communicate with customers via phone, email, live chat, or other channels, and was able to manage these interactions in a professional and effective manner.

Building customer relationships: As a Support ambassador I would work to build strong relationships with customers by being responsive, empathetic, and attentive to their needs.

Troubleshooting technical issues: I was also required to troubleshoot technical issues with products or services and should have a good understanding of the technology involved.

Documenting customer interactions: I was also required to, and I am very proficient at documenting customer interactions and maintaining accurate records of support requests, solutions, and feedback.

Providing feedback to the company: As a Support ambassador I provided feedback to the company on common customer issues, product or service improvements, and customer feedback

I would normally be performing a range of administrative tasks related to data entry and filing.

I am very proficient at Entering data into computer systems: The Assistant Data Entry and Filing role I did at this company involved entering data accurately and efficiently into computer systems such as spreadsheets, databases, or other software applications.

Organizing and filing documents: I would often be organizing and maintaining physical and electronic files, ensuring that they are up-to-date and easily accessible.

Checking and verifying data: I was also in some cases responsible for checking data for accuracy and completeness, verifying information, and correcting errors.

Generating reports: I would also be generating reports or summaries of data and presenting information in a clear and concise manner.

Providing administrative support: I would provide general administrative support such as answering phones, responding to emails, and assisting with other tasks as required.

As an assistant manager, I supported daily operations, coordinated schedules, and guided employees. I trained and mentored staff, managed projects, oversaw operations, and assisted with budgeting and financial planning. Additionally, I ensured excellent customer service by addressing concerns and maintaining satisfaction.

At IBEX, I served as a Sales Team Lead supporting the Fenty Beauty sub-account, where I managed a team of 12 sales representatives while actively contributing to revenue generation. I was responsible for driving sales performance, coaching agents, and ensuring consistent delivery of high-quality customer experiences aligned with brand standards.

Responsibilities:

Led and managed a team of 12 sales representatives, ensuring achievement of individual and team sales KPIs.

Conducted daily coaching, performance reviews, and call evaluations to improve conversion rates and sales effectiveness.

Engaged directly with customers via phone, email, and chat to promote and sell Fenty Beauty products.

Identified customer needs and recommended tailored product solutions to increase sales and retention.

Handled escalations and complex objections while maintaining brand integrity and customer satisfaction.

Tracked sales activity, pipeline progress, and team performance using CRM tools.

Collaborated with management to optimize sales processes, scripts, and performance strategies.

Provided feedback on customer trends and agent performance to support data-driven decisions.

Key Skills:

Sales leadership and team management

KPI tracking and performance optimization

Customer engagement and objection handling

Coaching and quality assurance

CRM and sales reporting

Communication, adaptability, and time management

At Call Loop, I served as a core member of the support and operations team, managing a broad range of responsibilities that supported both customer experience and internal workflow efficiency. My role combined technical support, administrative coordination, communication management, and marketing optimization through SEO-driven initiatives. I provided real-time assistance to customers via email and chat, troubleshooting issues related to account setup, campaign configuration, billing, integrations, and migration to Call Loop 2.0. I worked closely with both new and existing users to ensure smooth onboarding, retention, and satisfaction, offering clear explanations of features, processes, and best practices to maximize their success with the platform. Alongside customer-facing tasks, I managed internal documentation, maintained organized records of customer interactions, and handled administrative functions such as credit allocations, cancellations, refunds, and subscription adjustments, ensuring accuracy and timely completion of all tasks. I played a key role in reducing churn by identifying user pain points early and proactively reaching out to re-engage inactive accounts. I also supported lead qualification and demo scheduling by collecting essential client details and coordinating meetings between prospects and management. My communication style balanced professionalism and empathy, aligning with company tone and branding standards. Beyond support duties, I contributed to improving overall visibility and growth through SEO and content optimization efforts. I drafted and refined website copy, FAQs, and help center articles with SEO best practices in mind to improve the ranking and discoverability of Call Loop’s solutions. I regularly reviewed online content performance and implemented targeted adjustments to attract qualified leads and enhance the user journey. Administrative responsibilities extended into task organization, data entry, and quality assurance.

As Director of Sales for Sandals Resorts, I led the strategic sales function to drive revenue growth across leisure, group, and corporate channels. I oversaw sales teams, developed and executed commercial strategies, managed key accounts, and collaborated cross-functionally to maximize bookings, guest satisfaction, and long-term partnership value.

Sales leadership: Guided and mentored sales managers and representatives, setting performance expectations, coaching on best practices, and coordinating team activities to achieve targets.

Strategic planning: Developed and implemented sales plans for leisure travel, corporate accounts, group bookings, and strategic partnerships, aligned with Sandals’ growth objectives.

Key accounts & partners: Built and maintained relationships with top accounts, travel partners, tour operators, corporate clients, and event planners, ensuring communication, contract fulfillment, and satisfaction.

Revenue optimization: Partnered with revenue management, marketing, and operations to align pricing, promotions, and inventory, supporting yield management and optimized performance.

Forecasting & reporting: Managed sales forecasting, pipeline tracking, and performance metrics, providing insights to leadership and refining strategy based on data trends.

Cross-functional collaboration: Worked with marketing, operations, and guest experience teams to ensure coordinated messaging, promotions, and seamless customer transitions.

Market analysis: Monitored trends, competitor activity, and demand patterns to adjust sales strategy and maintain a competitive edge.

Key Skills: Sales leadership, strategic planning, high-value account management, revenue optimization, cross-department collaboration

In this role, I served as a core member of the RIU Hotels commercial team, driving revenue growth through direct sales, account management, and partnership development. My responsibilities combined relationship building, sales strategy execution, group and corporate account coordination, and guest satisfaction support. I engaged with travel agencies, tour operators, and corporate clients to maximize room night sales and optimize overall resort revenue.

Account and partner management: Developed and maintained strong relationships with travel agents, tour operators, corporate partners, and key accounts, ensuring timely communication, contract fulfillment, and account retention.

Sales execution: Actively pursued new business opportunities through outbound outreach, market research, and targeted proposals while responding promptly to inbound inquiries and RFPs.

Revenue coordination: Worked closely with revenue management and operations teams to align sales strategies with inventory availability, pricing objectives, and seasonal demand, contributing to improved occupancy and average daily rate performance.

Group and contract negotiation: Coordinated group bookings, negotiated contract terms, and maintained detailed documentation to support forecast accuracy and contractual commitments.

CRM and reporting: Maintained accurate records of all sales activity, opportunities, and pipeline status in CRM systems, providing regular performance reporting and insights to leadership.

Guest experience collaboration: Partnered with guest services and operations teams to ensure smooth transitions from booking to stay, addressing partner or client questions and ensuring customer expectations were met.

Key Skills: Sales strategy execution, partner relationship management, CRM operations, group contract coordination, commercial negotiation