Eric Mcandrews Email & Phone Number

Sunrise, Fl

Miami/Fort Lauderdale Area

Miami/Fort Lauderdale Area

 Relocated FLL reservation center to corporate headquarters in Miami, FL in Q4 of 2011 Provide outstanding service and prompt resolution for escalated client and employee issues. Manage all hiring processes and make final staffing decisions Review all marketing and policy information to support staff knowledgebase.  Design, implement and measure monthly incentives to meet and exceed monthly and annual sales goals. Provide feedback regarding personnel issues and activities that support the reservations environment.  Enforce department rules fairly and consistently according to policy, administer corrective action when appropriate and conduct fair, objective and accurate performance appraisals. Lead a team of supervisory staff to manage full reservations department Provide instrumental leadership during implementation of new technology and policies Handle escalated issues from other departments including sales, guest relations, field sales, and office of the president Responsible for posting of all reservations checks and wire payments including international

Miami/Fort Lauderdale Area

 Manage the opening of a new reservation center in FL and interviewed/hired 15+ top reservations agents Provide outstanding service and prompt resolution for escalated client and employee issues. Execute daily staffing plan while making adjustments to meet service level goals. Review all marketing and policy information to support staff knowledgebase.  Support weekly and monthly incentives to meet and exceed monthly and annual sales goals. Provide feedback regarding personnel issues and activities that support the reservations environment.  Enforce department rules fairly and consistently according to policy, administer corrective action when appropriate and conduct fair, objective and accurate performance appraisals. Support escalated insurance claim verification to accurately process client claims. Provide instrumental leadership during transition to new phone and reservation systems Handle escalated issues from other departments including sales, guest relations, field sales, and office of the president

 Coached, managed and provided timely feedback for a team of 10+ Retail Sales Agents. Provided outstanding service and prompt resolution for escalated client and employee issues. Executed daily staffing plan while making adjustments to meet service level goals. Reviewed all marketing and policy information to support staff knowledgebase.  Supported weekly and monthly incentives to meet and exceed monthly and annual sales goals. Provided feedback regarding personnel issues and activities that support the reservations environment.  Enforced department rules fairly and consistently according to policy, administer corrective action when appropriate and conduct fair, objective and accurate performance appraisals. Administered insurance claim verification and work with provider Berkely to accurately process client claims. Ensured accurate call volume and information is presented on department LCD displays.

Greater Omaha Area

 Provided supervision, coaching, feedback, and direct support for a team of 30+ telesales representatives (150+ during peak season).  Delivered outstanding service and resolution for escalated customer issues. Executed staffing plan by adjusting to meet service level goals. Reviewed hard copies of all marketing efforts to achieve staff comprehension.  Designed and implemented motivational programs for team. Ran daily, weekly, and monthly contests to meet and exceed monthly and quarterly sales budgets. Provided feedback regarding personnel issues and activities that support the call center environment. Enforced department rules fairly and consistently according to policy, administering corrective action when appropriate and conducted fair, objective and accurate performance appraisals. Developed, implemented, and managed department-wide, ongoing incentive program to motivate sales representatives. Juvenile Diabetes Research Foundation Corporate Troop Captain 2006

Bachelor Of Business Administration (B.B.A.), Hospitality Management, 3.974 Gpa (Fau)

Education record

Management