Chris Shaw
@chrisshaw3
I lead high-volume hospitality service teams to improve guest satisfaction and operational performance.
CanadaWhat I'm looking for
I've led Marriott International's high-volume reservations and customer service operations, directly coaching and developing more than 25 customer service professionals. I use performance data, structured coaching, and development plans to strengthen service quality, productivity, and guest experience.
At Marriott, I drove employee engagement to 90%, sustained Average Handle Time more than 10 seconds below target, and maintained service-level attainment during peak-volume periods without sacrificing quality or guest satisfaction.
My background also includes reservations, contact-center leadership, escalations, sales, and front-line service at Atelka Enterprises and Tim Hortons. I bring hands-on experience developing people, resolving complex customer issues, and turning KPIs into practical continuous-improvement actions.
Experience
Work history, roles, and key accomplishments
Led a hospitality customer service center for a global hotel brand, overseeing reservations and customer service operations. Managed KPIs, coached a team of 25+ professionals, and drove continuous improvement initiatives.
Managed guest reservations, modifications, and cancellations across multiple channels while meeting service, quality, and productivity targets. Delivered high-touch guest experiences and resolved complex issues with high first-contact resolution.
Team Leader
Atelka Enterprises
May 2016 - Oct 2017 (1 year 5 months)
Led front-line agents in a multi-channel contact center, ensuring quality standards, productivity targets, and service-level agreements. Served as an escalation point for complex customer issues and supported employee development.
Customer Care Agent
Atelka Enterprises Inc.
Jul 2014 - May 2016 (1 year 10 months)
Delivered solution-oriented customer support for mobile and cable services, driving sales and consistently exceeding service, quality, and productivity targets. Achieved high first-contact resolution through accurate documentation and problem solving.
Customer Service Associate
Tim Hortons
Delivered front-line customer service in a high-volume retail environment, managing counter service, order accuracy, and speed of service. Resolved customer issues promptly and handled cash and POS transactions.
Education
Degrees, certifications, and relevant coursework
Lambton College
Diploma, Hospitality and Tourism
Completed a diploma in Hospitality and Tourism, gaining foundational knowledge in hospitality operations and customer service.
University of North Florida
Certificate, Artificial Intelligence
Completed a certificate program in AI for Work and Life, focusing on practical applications of artificial intelligence in professional settings.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Job categories
Skills
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