Tammy Chester

WORK HISTORY

ABOUT TAMMY CHESTER

Executive skilled in creating global sales, marketing, and business process strategies that drive revenue growth and profitability within fast-moving, hyper-competitive customer service environments. Change agent with demonstrated ability to wear multiple hats, solve problems, develop new programs, build infrastructure, and deliver new ways of working. Proven success at leading organizations through challenging transitional phases, including work-from-home, remote office implementation, and virtual interviewing, hiring, equipment delivery/set-up, training and consulting. Collaborative, approachable leader with a genuine passion for success. Creates innovative tools, processes, and resources to achieve objectives. Sees every challenge as an opportunity and leverages a tireless work ethic, calm under pressure, and influential communication style to deliver results. Motivates team members to excel and grow to roles of greater scope and responsibility, to achieve their highest potential. Articulates goals and secures buy-in at all organizational levels. Builds a team-focused culture grounded in integrity, continuous improvement, and accountability. Trusted advisor and highly knowledgeable resource to senior leaders, colleagues, team members, and customers. SELECTED CONTRIBUTIONS • Successfully defined strategy and implemented key remote work processes pre-COVID-19 that proved invaluable and enabled the company to pivot quickly during the pandemic and office shutdowns. Programs include an Associate Helpline to provide real-time assistance to new hires, a Remote Associate Program key in 200 new hires in 2 years and a Virtual Training program that eliminated travel expense and prepared team members to excel in their roles. • Primary point of contact for 674 hotels and 4 call centers responsible for handling 85% of the organization\'s 9.7M calls with $1.2 billion in room revenue generated globally in 2017. • Created innovative cost model that drove operational efficiencies to achieve break-even objectives as team leader for call center managing multilevel services portfolio processing inquiries for 50+ hotels. • Launched global initiative that slashed customer service resolution time 90%; worked diligently with technical teams, divisional leaders, and customers from development phase through testing and onboarding. • Achieved “Outstanding” client and hotel satisfaction rates year-over-year through superior relationship management.