Erma Lambert Email & Phone Number

Irving, Texas

• Generate SLA, benchmarking, and compliance reporting.
• Analyze trend data for client business and provide actionable recommendations to Client Director and client to drive incremental revenue, compliance, and/or performance goals.
• Assist with implementation and maintenance of CWT products and services.
• Support Client Director with initiatives outlined in client business plans.
• Collaborate with the Client Director in the creation and production of client review presentation materials.
• Act as the interface between business units, technology teams, and support teams.

United States

• Implement new accounts; collaborating with the system integration team to ensure compliance with client requirements and efficient implementation of all systems
• Provide appropriate training to clients
• Meet client expectations by managing customer service to agreed levels related to telephone, quality, and productivity
• Meet with account management and clients to provide value-added solutions and recommendations
• Work with account management to manage customer relationships and deliver on contractual obligations
• Manage staffing levels to achieve service levels and productivity

Dallas

• Ensure consistent application of company guidelines relative to people management through overseeing staff selection, training, compensation, performance management, and career planning
• Assists Travel Counselors on a real-time basis with questions related to client-specific policies, standards in building Passenger Name Records, and questions related to various booking tools
• Promote service quality, accuracy, and overall performance through live call monitoring, providing immediate feedback
• Respond to client inquiries and staff assigned to assist them
• Manages actual performance feedback against targets, identifies shortfalls, corrective action and makes adjustments accordingly
• Foster and promote a work environment that is conducive to maximize employee morale, productivity, and efficiencies

Irving, Texas, United States

• Provides telephone reports on call history and agent/team performance to Operations Manager
• Assist workforce management with annual leave requirements, bidding, and scheduling for each account/team
• Manage annual leave schedule to minimize the impact on call servicing
• Provide real-time management to ensure full optimizations of resources for respective clients
• Effectively maintains a workforce management system; monitors and analyses statistics
• Provide regular call arrival projections for all accounts on a daily and weekly basis; assess and make a recommendation to front line managers on staffing adjustment based on business need

Coppell, Texas, United States

• Established and implemented centralized Fare IQ department based in Dallas
• Developed and managed training curriculum for Aqua automation and YAPTA
• Managed recruitment and selection process
• Coached and mentored team members to develop and improve performance
• Manage daily operations as well as driving the creation of future processes
• Ensure compliance to preferred partner programs, responsible for supplier optimization

Coppell, Texas, United States

• Involved in the development and implementation of Queue Management process
• Assists travel counselors on a real-time basis with questions related to client-specific policies, standards in building Passenger Name Records, and questions related to various technical tools.
• Assists manager with monitoring customer service and technical skills and provides immediate feedback and coaching to enhance counselor's skills
• Provides documented feedback to supervisor
• Creates domestic and international travel arrangements for clients to include air, hotel, and ground transportation
• Use available sources such as TSS, State Department web sites, news agencies, etc.

Farmers Branch, TX

• Create domestic and international travel arrangements for clients to include air, hotel, and ground transportation
• Use available sources such as TSS, State Department web sites, news agencies, etc.
• Stay informed of current international affairs
• Utilize CWT preferred vendors to maximize profit and ensure compliance with clients' travel policy
• Adhere to CWT standards in delivering customer service including telephone etiquette, and follow prescribed customer service escalation procedures
• Follow company procedures, guidelines, and standards in building Passenger Name Records, utilization of tools, productivity, the accuracy of work, and attendance

St Louis, Missouri, United States

• Responsible for all aspects of flight departures and arrivals
• Ensure on-time performance
• Resolve customer service issues
• Maintain proper load and balance
• Maintain all levels of security regarding passenger travel and surrounding area

St Louis, Missouri, United States

• Assist internal departments with company programs.
• Train Agents on company policies and procedures.
• Support supervisors and customer relations desk as needed.
• Resolve customer service issues.

St Louis, Missouri, United States

• Process in-house calls on the Agent Assist Desk.
• Log irregularities in flight patterns recorded weather conditions affecting air traffic.
• Handle all in-flight medical requests, including oxygen.
• Assist in locating lost baggage and provide updates to impacted travelers.
• Train back up agents for support desk.
• Create reservations for all Trans World Airlines executives, including CEO, Vice-Presidents, CFO, etc.

St Louis, Missouri, United States

• Provide information on schedules and the availability of flights on a traveler's desired travel dates.
• Make airline reservations and accept payments for tickets.
• Sell add-on travel products, such as travel insurance, upgraded seats, and/or upgrades.
• Provide support to customers who have already made a travel purchase by confirming, changing, or canceling reservations.

Certification, Airline Management

Education record

Education record