Roberta Rim
@robertarim
Senior hospitality and customer experience leader improving loyalty through remote care.
What I'm looking for
I’m a senior hospitality & customer experience leader with 20+ years across hotel operations, group sales, revenue growth, and team leadership. I’ve built service excellence and performance discipline that reliably improves guest satisfaction and brand loyalty.
I’ve exceeded budget goals—delivering 200% YoY growth—secured high-value contracts with $500K+ ROI, and expanded market share across multi-property portfolios. As a Regional Director, I led operations and sales strategy for three properties and supported measurable portfolio gains, including RevPAR index improvements averaging 3.5%.
Today, I apply executive-level service expertise in remote customer care and travel support. I manage high-volume inbound inquiries, resolve service and billing issues efficiently, and maintain strong quality assurance and call resolution performance while supporting bookings through modifications and cancellations.
I’m known for professionalism, problem resolution, and relationship-building that strengthens customer outcomes. I’m seeking part-time remote opportunities in hospitality or customer service where my leadership experience can elevate service excellence.
Experience
Work history, roles, and key accomplishments
Customer Support Rep
Omni Interactions
Dec 2023 - Present (2 years 6 months)
Provided high-volume inbound customer support across multiple client platforms, resolving service, billing, and account inquiries while maintaining quality assurance and call-resolution performance metrics.
Remote Reservations Agent
Hotel Planner
Nov 2022 - Present (3 years 7 months)
Assisted guests nationwide with hotel reservations and travel-related inquiries, managing booking modifications, cancellations, and service recovery to maximize guest satisfaction and booking completion.
Part-Time Supervisor
United Parcel Service
Jun 2020 - Dec 2020 (6 months)
Supervised drivers and package handlers to ensure safety and efficiency, coordinating daily logistics and workflow operations during part-time shifts.
Education
Degrees, certifications, and relevant coursework
Eastern Illinois University
Business Studies
Completed business studies coursework at Eastern Illinois University.
Albert G. Lane Technical High School
Completed secondary education at Albert G. Lane Technical High School in Chicago, Illinois.
Availability
Location
Authorized to work in
Job categories
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