Elliot Frenzel Email & Phone Number

• Act as a liaison with the frontline travel advisors • Field advisor questions related to servicing the customer • Coach advisors • Handle customer escalations • Direct traffic for large groups • Partner with Manager to reinforce positive advisor behaviors • Conduct team meetings • Maintain and enhance the knowledge center • Analyze and improve current processes

Saint Louis

Greater St. Louis Area

Develop and maintain client relationships for major brands such as: Chase, Capital One, Citi.Plan, execute, and measure the success of the end-to-end customer experience (clients’ customers) for major accounts that required a high level of security processes to be in place (i.e. personal information including payment data was captured-maintaining PCI compliance).Develop processes/campaigns/solutions to increase customer satisfaction scores and goals while reducing program costs (increased overall quality scores by 14% on a regular basis).Identify best practices that aligned the customer experience with a business strategy to drive business optimal performance goals.Facilitate weekly/monthly reviews of progress with senior stakeholders both internally and with clients

Greater St. Louis Area

Led a team of more than 14 Training Specialists across regional locations. Charged with training associates for all facets of the call center software for the travel redemption process.Hired, coached, mentored and provided one-on-one training, classroom instruction, and e-learning to educate and develop the skillsets of the operations’ team.Tracked and managed workflow schedules, team progress, project deadlines and completion of all core deliverables from direct reports. Monitored loyalty/travel industry to identify/recommend new solutions as needed.Identified and tracked key performance indicators for team members (KPI’s).

Greater St. Louis Area

Work independently, facilitated instructor-led trainings (ILT’s), for both new hire training as well as recurrent topics to improve customer relationships that increased customer loyalty.Created curriculum, learning modules, and acted as subject matter expert (SME) on the processes and protocols for delivering an excellent customer experience.

Greater St. Louis Area

Motivated, coached, and developed the skillsets for a team of 18+ for career progression.Charged with maximizing productivity and quality including identifying best practices and solutions.Develop formal recognition and acknowledge processes for the contribution of the entire team (i.e. written, verbal, awards, etc.).Recommended salary adjustments, promotions and dismissals through appropriate documentation that supported Human Resources guidelines and company policies

Led team members in consistently delivering an exceptional customer experience.Responsible for resolving daily inquiries and call escalations from floor agents. Acted as the travel subject matter expert, assisted travel consultants in resolving issues in a timely manner by enlisting a variety of resources to effectively improve the performance of the team. Worked across multi-functional teams to identify and share best practices for improvement and optimal results.

• Sell travel arrangements and related services for clients and ensures sales goals are met in a professional and consultative manner. • Use preferred vendors to maximize profits. • Understand individual redemption travel loyalty program requirements. Proficient in all aspects of point redemption for appropriate clients. • Provide thorough, friendly, and effective customer service to all internal and external customers in a timely and accurate manner. • Maintain comprehensive working knowledge of all programs, tools and systems. • Strong computer skills, ability to navigate through multiple systems at once. • Meet and maintain individual monthly metrics per office guidelines as determined by the operating group.• Participate fully as a team member to assist as needed in completing all functions related to servicing the client, including selling additional products. • Pro-actively stay informed about all airline rules and regulations, and other industry requirements and accurately apply this information when making travel arrangements. • Resolve product or service issues by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment.• Keep immediate supervisor promptly and fully informed of all problems or unusual matters and takes prompt corrective action where necessary or suggests alternative courses of action which may be taken. • Handles escalated situations beyond the front line agent level including, but not limited to: cancellations, exchanges, voids, fare rules, etc