Daelyn Sanchez-Stevens Email & Phone Number

Needham, MA, US

Needham, MA, US

Seattle, WA, US

• This role entailed the management and motivation of supervisors (17 direct reports), overseeing a call center staff of top tier customer service agents (112 during peak). This included auditing, coaching and feedback.
• Developed new staff work schedule and detailed KPIs, increasing productivity by 14% and decreasing employee turnover rate by 11%
• Simplified calling grid for Corporate Customer Service lines to minimize avoidable transfers, assisting in the improvement of partner centers ASA and AHT metrics
• Refined tracking system to monitor coaching, metrics, and call trends daily, weekly, and monthly to ensure performance audit requirements were met, based on data analysis
• Cross functional collaboration with international partner sites to drive efficiency while decreasing DSAT numbers

Seattle, WA, US

• I assisted in forming this specialized team in October 2015, beginning with only four agents, eventually building the team into 15 specialized FTEs. The team was responsible for responding to highly escalated.
• Oversaw the SLAs of the incoming cases which provides detail of the customer's journey, end to end
• Created all written processes for the team including training material, templates, process guidelines and employee metrics
• Cultivated and maintained multiple lines of businesses (English/Spanish), including both external and internal partners
• Collected and analyzed data for specified reporting to present to Brand Executives on daily, weekly, and monthly cadenceso This includes KPIs, Root Cause trends, WoW/MoM/YoY volume, site recommendation feedback.
• Devised a written proposal to Global Senior VP of Customer Operations, and direct reports for the Executive Global Alignment Process, including all regions (still be utilized today)

Seattle, WA, US

• This role consisted of supervising top agents responding to multiple customer communication channels, including customers reaching out to our company brands via social media platforms. Should media outlets reach out to.
• Oversaw a 24-person team of agents who were responsible for monitoring multiple lines of businesses for customer comments via Facebook and Twitter
• Heavily involved in the testing, training and selection of the new social media tool currently being utilized by four global teams, traveling to an international call center to train the new tool and launch new social.
• Concentration in reporting surrounding incoming customer comments and root causes via Excel
• Reviewed Social Media and Public Relations letters as well as research for both E.com and E.ca lines of business prior to being published via Corporate Press, assigning work to the appropriate lines of business on a.
• Consistently performed four monthly Quality Assurance reviews on all agents

Seattle, WA, US

• In a newly created department, I assisted management of the Pre Packaged Vacation department for our Canadian division. In addition to providing world class customer service, I contributed my knowledge of travel to our.
• Responsible for any and all communications via e-mail for Pre-Packaged Vacations and managed all work queues relevant to customers, management, and agents
• Disputed any Tour Operator (vendor) invoices with detailed research and communications with respective accounting departments
• Assisted in research for customer escalations, often responding directly to the customer in both written and verbal communications
• Reviewed Excel spreadsheets and stat work at agent and department level for efficiencies

Seattle, WA, US

• I began my career with Expedia Group as a Sales Specialist, using my vast knowledge of travel and service experience. My responsibilities included booking travel via inbound customer calls, provided astute destination.
• Led and assisted with team meetings
• Consistently maintained conversion; being third in the office for conversion percentage year over year
• Assisted with coaching and process planning to aid peers with improving overall metrics
• Maintain a high adherence percentage and compliance
• Consistently met commission standards