Head of Customer Success
Arlette began her customer success development at nothing less than Walt Disney World Resort, where her work involved hands-on conflict resolution with cast members to ensure every guest got the ultimate Disney experience no matter what was happening behind the scenes.
Combining her subsequent experience on the sales team at the Wyndham Grand Orlando Resort and more formal education at Cornell University’s Advanced Revenue Management Program, Arlette developed a revenue-driving approach to customer success that was ahead of it’s time. She honed her team-focused approach and personable, authentic leadership style at Booking.com, where she grew customer satisfaction by 175% in a matter of months, by developing new team, classroom, and in-field training to deepen CS reps’ understanding of product sales techniques. Arlette was immediately tapped to turn around a five-state region that was ranked last out of 32. She reversed a four-year business decline and increased revenue by 150%, moving her territory to the #3 ranking. Arlette accomplished all of this in only nine months.
At WrkSpot, Arlette focuses on taking the end-user experience to the next level, embracing 100% product and tools adoption so customers get the full advantage of our productivity platform and quickly get value from their subscription.
A few words from Arlette:
Do you have experience working in hotels? What was that experience?
I have been in the hotel business since 1996. In addition to opening 3 brand new hotels, I have had the opportunity to work in many hotel areas from line employee to management. This areas include front of the house to heart of the house eg. Front desk, Concierge, Revenue Management, Call Center, Housekeeping, Restaurants to Sales and Conference Management and business analyst. In all of the different areas of operating a hotel I learned how each department interacts with the next and how to work together to achieve the best customer outcome to get them to return year after year.
What about your past experience is helping you at WrkSpot?
I have worked in hospitality for 25 years, during this time I have seen the struggles of a property from inside out and I have personally been pulled into many different directions while being bogged down by the day to day of many administrative tasks and frequent emergencies as they happen in the hotel business, and sometimes only allowing a reactive a approach to revenue management strategies that generate ROI or forecasting for the future.
Understanding this helps me understand the hotel business procedures and pain points helping them find customizable solutions.