Experience

House of Travel of Miami

• United States
• Travel Arrangements
• 1 - 100 Employee

• Chief Operations Officer

  • Sep 2013 - Present

  - Responsible for all technology in the office. Creating and maintaining new platform for House of Travel to use and keeping up with the most up to date technology in the travel industry. - Accounts Payable and Receivable - working with the accounting team to send out statements to companies when needed. - Scheduling vacation time off and tracking all employees in the office. - Bringing in new accounts and monitoring accounts. - Responsible for all technology in the office. Creating and maintaining new platform for House of Travel to use and keeping up with the most up to date technology in the travel industry. - Accounts Payable and Receivable - working with the accounting team to send out statements to companies when needed. - Scheduling vacation time off and tracking all employees in the office. - Bringing in new accounts and monitoring accounts.



Hickory Global Partners

• United States
• Leisure, Travel & Tourism
• 1 - 100 Employee

• project & operational managment

  • Jul 2013 - Sep 2013

  This is currently a temporary position. Project managment assignment This is currently a temporary position. Project managment assignment



Travel Leaders Corporate, LLC

• United States
• Leisure, Travel & Tourism
• 200 - 300 Employee

• Supervisor / Manager / Trainer

  • Oct 2011 - Jun 2013

  Supervisor for mid-market team of 20, and project leader for the command center design. Weekly meeting with Telecom team and instrumental of redesign of Telecom skills for large market and mid-market. Part of the management team that worked with all of corporate Travel on a day to day basis with account managers. Created weekly team-lead meeting bridging the gap on communication between team-leads and management. Proactively engaging my internal and external clients to foster and build relationships in all departments within, and outside, of the organization. Hands on leader current on all travel trends and travel destinations. Sabre and Worldspan proficient. Responsible for implementation and roll out of new accounts (from quality assurance loads / to agent roll out and education). Subject matter expert in telecom redesign; including streamlining call flow. Creator of business continuation plan and quality assurance guidelines. Show less



American Express Business Travel

• Miramar, Florida

• Team Leader

  • Oct 1999 - Jul 2010

  Responsible for managing the daily operations of team within a call center with a staff of 20+ employees (with cascading direct reports up to 200 at some times based on call volumes) responsible for providing world-class customer service for a high-end corporate/leisure travel clientele. Duties include: maintaining telephone service levels, quality service, client retention, employee development and satisfaction, process / policy adherence, and contractual obligations to customers. • Managed employee staffing & recruitment, scheduling & organizational structures, payroll administration, training & development, individual & organizational performance reviews, inventory control, quality assurance, vendor relations and customer satisfaction, excellent interpersonal skills to build effective relationships with all levels of professionals. • Coordinated industry trade shows, facilitated new hire orientations & team building activities, reward & recognition celebrations, product familiarization trips and town halls, and delivering high-impact presentations, which motivated staff members to achieve higher performance. Designed and implemented new customer service platform separating business and leisure clients to maxims call productivity. Service Level Coordinator scheduling breaks and lunches as needed to maximize call flow efficiencies • Six Sigma green belt certified, training in project management, Utilizing available tools to establish follower ship. Strong problem resolution skills, • Organizational skills and a high level of confidentiality • Leader for high end yielding Cruise sales and Tour sales responsible for increasing sales and relationships with vendors. • Train new travel agents (8 week training curriculum) Sabre training, travel and tourism training, fares air, car hotel. Recurrent training for existing staff. Frequently traveling to Washington DC for training of new hirers sometimes twice a week. Show less