James Deighton

Experience

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  Bed Bangkok Hostel

  Jan 2013 - Feb 2014

  Front Desk Manager

  As a Front Desk Manager of a hostel, I was responsible for managing the daily operations of the front desk and ensuring a high level of guest satisfaction. My role involved supervising front desk staff, managing reservations, and resolving guest issues.I led a team of front desk staff, providing guidance and training to ensure they provided excellent customer service and maintained a positive and welcoming atmosphere for guests. I also managed reservations, ensuring that guest inquiries and bookings were handled promptly and accurately.In addition to managing daily operations, I also handled guest issues, working closely with staff and guests to address any concerns and resolve them to the satisfaction of all parties. This included managing difficult situations such as customer complaints, lost and found items, and emergency situations.Overall, as a Front Desk Manager, I played a critical role in ensuring that the hostel provided a positive guest experience. My leadership, communication, and problem-solving skills enabled me to manage the front desk effectively, ensuring that guest inquiries and issues were handled promptly and effectively, and that guests had an enjoyable stay at the hostel. Show less

• 

  NT Incoming Thailand

  Jul 2014 - Dec 2016

  Client Operations Team Leader — IT Administrator
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  Cozy Home Apartments

  Jul 2017 - Apr 2020

  Guest Relations Specialist
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  Marley Spoon

  Apr 2020 - now

  As a Global Incident Management Specialist, I am responsible for managing incidents that impact the organization on a global scale. My role involves planning, coordinating, and executing response activities to address any incidents that could disrupt business operations or impact customers.I work with various stakeholders across the organization to establish incident management processes and procedures that enable effective and efficient incident response. This includes defining escalation paths, identifying critical resources, and establishing communication protocols.I also play a key role in identifying and analyzing incident trends to identify areas for improvement and develop strategies to minimize future incidents. Additionally, I provide training to staff on incident management best practices to ensure a high level of readiness across the organization. Show less In addition to managing the day-to-day operations, I was task with planning the teams daily tasks, ensuring that the team was well-organized and equipped to handle customer inquiries and issues. I also provided training to new hires, ensuring that they were prepared to deliver high-quality customer service.As a Senior Customer Communications Expert, I was also responsible for creating new decks of material to support the team in delivering effective customer service. This included developing training materials, knowledge bases, and other resources to help the team provide consistent and accurate information to customers. Show less As a Customer Communications Expert, I was responsible for delivering exceptional customer service to ensure customer satisfaction and loyalty. My role involved resolving customer inquiries, complaints, and issues through effective communication and problem-solving skills.I was trained in escalations and worked with customers through various communication channels, including phone, email, and chat, to address their concerns and provide them with the necessary support. This included assisting with product or service-related inquiries, resolving billing and payment issues, and processing orders and returns.In the event of complex or challenging customer issues, I had the expertise to identify and escalate issues to higher-level support teams and worked closely with internal stakeholders to ensure timely and effective resolution of customer issues. Show less

  • CCI Outbound

    Feb 2024 - now

  • Global Incident Management Specialist

    May 2022 - now

  • Senior Customer Communications Expert

    Feb 2022 - May 2022

  • Customer Communications Expert

    Apr 2020 - Feb 2022