Erin Duncan Email & Phone Number

Covington, KY, US

Write and design e-learning modules for Member Services RepresentativesCoordinate with software developers to determine training plans for new products and releasesAdministrate a Knowledge Management System (Guru) and curate and author content Conduct live virtual training sessionsWrite SOPs as needed

Conduct new-hire and recurrent trainingWrite and maintain new-hire manualWrite and maintain SOPs for all departmental processesAssist in high-level client interactions

Manage and develop 10-15 direct reports Handle escalated client interaction along with post-issue follow-up and resolution Act as primary point of contact for high-value clients and complex trips Oversee new departmental process implementation and training Assist in developing "Leading Edge Service" training, based on Ritz-Carlton memorable customer.

Erlanger, KY

Manage trip logistics and customer service for wholesale clientsMonitor crew status (ARG/US and Wyvern) and coordinate cross-departmentally to ensure broker requirements are metClear trip payments

Erlanger, KY

Act as first point of contact for high-dollar clients and arrange all travel detailsDevelop content and implement brand strategies for client-facing communicationParticipate in Customer Experience evaluation teamsAssist in training new team members

Wilmore, KY

Manage and grow social media presence by curatìng content and interacting with constituents via Facebook, Twitter,Instagram, and Vimeo. (Over 100% improvement in every major performance metric for Facebook in one year.) Develop brand and style guideMaintain and utilize organization’s CRM.Write, design, and send regular email newsletters and ad campaigns.

Cincinnati, Ohio Area

Perform creative and efficient customer service in various areas of airport operations.Execute detailed, critical procedures related to flight departure and arrival.