More than 19 years of experience in hospit lity industry in the customer service department
- Resolved customer issues promptly by analyzing concerns and offering effective solutions, helping the team achieve a 90% first-call resolution rate.
- Led training sessions on active listening and de-escalation techniques for new hires, contributing to improved call center efficiency and a 15% increase in positive feedback scores.
- Implemented a customer feedback loop, working with the quality assurance team to address recurring client complaints and improve service protocols.
Key Skills
- High call volume management
- First-call resolution (FCR)
- Conflict de-escalation
- Quality assurance and feedback analysis
