Experience

Faith Direct

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Customer Service Team Leader

  • Jun 2020 - Present



Sunny's Worldwide Transportation

• Sterling, VA

• Reservations Supervisor

  • Sep 2007 - Jun 2020

  - Continually increases productivity of Reservations team by a minimum of 18% year after year, by interviewing, selecting and training new hires. - Reviews time and attendance in the department to ensure the team is successful in meeting the wide variety of client business needs. - Recognized for providing exceptional service to A-list and executive level clients by consistently meeting reservation accuracy goals year after year.  Quickly provides and explains appropriate solutions to customer inquiries, which vary in complexity from a client in a luxury sedan to multiple modes of transportation for a 1000+ person event.



Genesys Conferencing

• Reston, VA

• Team Lead / Training Specialist

  • 2001 - 2007

  - Increased productivity and improved processes on reservation team by re-writing the Reservations training manual. - Earned recognition as being the main point of contact on Reservation team for setting up complex conferences for varying clients, from small businesses to large Fortune 500 clients. - Actively coordinated with a wide variety of departments within the company to ensure a smooth process, from the initial request to the completion of a successful video conference. - Increased productivity and improved processes on reservation team by re-writing the Reservations training manual. - Earned recognition as being the main point of contact on Reservation team for setting up complex conferences for varying clients, from small businesses to large Fortune 500 clients. - Actively coordinated with a wide variety of departments within the company to ensure a smooth process, from the initial request to the completion of a successful video conference.