Travel Experience Manager

• May 2022 - Present

Operations Manager

• Mar 2021 - May 2022

Operations Manager

• Aug 2015 - May 2021

• Implemented, and enforced key Contact Center KPI’s and metrics, • Performed root cause analysis (RCA) for performance deviations and implemented improvement plans when appropriate • Analyzed data and prepared and presented reports to various levels of leadership, during Weekly review meetings to ensure KPI’S and OKR’s are within expectations • Addressed quality deficits with supervisory team and provided input on corrective actions. Developed and coach supervisor and leadership staff• Collaborated with Workforce Management to ensure accurate and appropriate staffing headcount and daily scheduling • Evaluated training needs and proposed actions to ensure all staff maintain the highest levels of product and program knowledge• Maintained long-lasting customer relationships and managed customer complaints to ensure we are meeting their needs

Bilingual Customer Care Supervisor

• Jul 2009 - Aug 2015

• Answer questions from staff and provide guidance and feedback• Anticipate escalation and take over calls when needed• Devise ways to optimize procedures and keep staff motivated• Measure performance with key metrics such as call abandonment, calls waiting etc.• Ensure adherence to policies for attendance, established procedures etc.• Keep management informed on issues and problems• Prepare monthly/annual results and performance reports • Answer questions from staff and provide guidance and feedback• Anticipate escalation and take over calls when needed• Devise ways to optimize procedures and keep staff motivated• Measure performance with key metrics such as call abandonment, calls waiting etc.• Ensure adherence to policies for attendance, established procedures etc.• Keep management informed on issues and problems• Prepare monthly/annual results and performance reports

Account Manager

• Jun 2005 - Jul 2008

• Ability to access the customer’s needs by probing and uncovering their pain, building rapport, and negotiating to achieve a mutually beneficial one-call resolution.• Professionally manage difficult or emotional customer situations, responds promptly to customer needs, and responds to requests for service and assistance.• Collected and analyzed data concerning consumer behavior to understand changing needs• Trained our clients and partners on how to be successful in our program• Maintained communication and support to all clients• Assisted the Sales and Distributor Teams with customer service and client maintenance