Senior Supervisor Cruise & Travel - Arrivia - Scottsdale, AZ
(2014-11)
- Collaborated with team of 30 in the development of Supervisor 180 Coaching Program to improvement overall CSAT / RTF / APS.
- Documented and resolved American Express Bank Complaints within the cruise and travel call center which led to improvement of RTF/APS scores within the call center sales environment.
- Supervised team of 100+ staff members.
- Actively proficient in use of GDS Sabre / Genesis chat / TSA & Travel Policy.
- Achieved 9.3 APS within sales environment through effective development of all sales team members.
- Led team in implementing process improvements, resulting in enhanced operational efficiency.
- Mentored both customer support and front line sales team members within a 1:1 coaching session environment, fostering skill development and promoting a collaborative work environment.
- Developed training programs to streamline new Brand Partner launches to ensure monthly KPI were met and/or exceeded.
- Managed performance evaluations, ensuring alignment with organizational goals and employee development plans.
- Analyzed workflow processes, identifying bottlenecks and recommending solutions to optimize productivity.
- Oversaw daily operations, coordinating cross-functional teams to achieve project timelines and deliverables.
- Facilitated communication between departments, improving collaboration on strategic initiatives and objectives.
- Implemented employee engagement strategies that increased morale and retention within the team, including weekly touch-base team member surveys along with focus groups.
- Fostered effective communication by providing constructive feedback and sharing knowledge across business lines.
- Recruited, hired and trained staff and provided ongoing feedback and performance evaluations for development.
- Resolved conflicts proactively by facilitating open communication among team members and actively addressing underlying issues.
- Maintained 85%-88% productivity levels to ensure overall success via call and chat leads.
Manager of Operations - Infosys BPO - Milwaukee, WI
(2013-10 - 2024-11)
- Oversaw daily operations to enhance efficiency and streamline workflows.
- Determined call center / operational strategies by conducting needs assessments, performance reviews and capacity planning.
- Collaborated with cross-functional teams to optimize resource allocation and processes.
- Mentored team members, fostering skills development and career growth.
- Budget quarterly basis - 100+ call center establishment
- Consistently delivered above average CSAT - 96.2%
- Consistently followed all privacy laws, regulations, and compliance
- Achieved revenue and customer retention goals while increasing client profitability through relationship building, outstanding service delivery, cross selling, and referral development.
