Kayla (Leclerc) Duffner

Experience

• 

  Hyatt Hotels Corporation

  Jun 2016 - Mar 2019

  -Managed a team of 21 individuals in 686 room hotel within the Front Office, Reservations, PBX and Guest Services departments-Awarded 2018 World of Hyatt Specialist Rising Star Award from Hyatt Corporation for exceeding annual loyalty program goals -Implemented new monthly incentives and strategies to increase NPS, Elite Customer Service and Check-In score goals-Participated in Service Recovery PIT team to track customer satisfaction levels mid-stay/post-stay and put action plans into place to address specific areas of opportunities Show less -Managed a team of 30 individuals within the Front Office, PBX and Guest Services departments-Participated in implementation of Colleague Advantage software as a beta hotel, as well the new World of Hyatt loyalty program-Appointed as property’s World of Hyatt Specialist. Consistently increased program loyalty and exceeded monthly enrollment goal of 9.5% of non-member reservations-Collaborated with colleagues on scheduling to meet budgeted hours whilst analyzing CPOR and labor productivity through Archer and Project Olympia-Transitioned Front Office team through extensive guest room refresh and integration of the Saflok key system-Improved Front Office Gallup employee survey scores from 4.38 to 4.7 Show less

  • Assistant Front Office Manager

    Jun 2018 - Mar 2019

  • Assistant Front Office Manager

    Mar 2017 - Jun 2018

  • Operations Corporate Management Trainee

    Jun 2016 - Mar 2017
• 

  Cvent

  Mar 2019 - Nov 2020

  -Managed and supported client accounts totaling $2.6 million in contract value through personalized strategy calls and product trainings-Onboarded and advised clients on software implementation, platform adoption and how the product can be leveraged to meet business goals-Presented annual customer success reviews for stakeholders to outline ROI and value in utilizing Cvent for their events program-Provided industry guidance and best practices for onsite, hybrid and virtual events and technology-Worked alongside the Account Manager on all shared accounts to identify expansion opportunities and ensure successful contract renewals-Collaborated with other departments to increase product adoption and determine product enhancements based on client feedback Show less

  • Senior Client Success Advisor

    Aug 2020 - Nov 2020

  • Client Success Advisor

    Mar 2019 - Aug 2020
• 

  Gartner

  Nov 2020 - Dec 2021

  Senior Specialist, Advisory
• 

  Medallia

  Jan 2022 - Jun 2024

  Senior Technical Analyst
• 

  Splunk

  Jun 2024 - now

  Technical Success Engineer