- Managed a team of 10 Account Managers.- Developed and implemented strategies to enhance relationships, deliver outstanding performance, increase value added to clients and internal stakeholders and drive best-in-class client satisfaction.- Monitored both quantitative and qualitative operational performance indicators and proactively identified ways to enhance program performance.- Negotiated with clients on program modifications and contract renewals to enhance business outcomes.- Grown the revenue and profitability of existing accounts, demonstrating value to clients by interpreting program results.- Provided clear and timely communication throughout program implementation both internally and back to clients.- Advocated on behalf of the client to ensure that outstanding experiences are delivered on behalf of the client, throughout the organization, globally.- Drove engagement at all levels of the organization to create awareness of opportunities, key issues and related action plans and drove resource allocation to solve key concerns.

• Managed a team of 6 Reservation Specialists.• Responsible for driving customer loyalty by ensuring Reservation Team is delivering service excellence throughout each customer experience via email, chat or phone.• Trained, developed, and evaluate Reservation Team ensuring that all procedures and processes are performed to department and experience standards. • Created and implemented recognition programs that highlight and encouraged strong performance and good behaviour of team members.• Established sales objectives for Reservations Team based on annual sales plan by forecasting and developing annual sales quotas for regions and seasonality. • Implemented sales programs by developing sales action plans and conducted sales training across department and company-wide as needed. • Trained team on negotiating skills and creative selling abilities to negotiate contracts and close business.

• Developed long term sales pipeline to increase HPE`s market• Structured Sales Approach, focused on Strategic Account Planning, developing and closing opportunities on a quarterly basis• Professional Sales execution with high customer facing time

• Provided the lead role in client communications in matters of support, performance reporting, billing, systems, staffing, and program development • Investigated client needs on a daily basis and expedited solutions (i.e. custom trainings, development changes, client support prioritization, etc.)• Assisted with new business opportunities, including identification of organic growth within existing accounts• Monitored and ensured performance metrics/KPIs and client satisfaction are reported to the client, the company, and our employees• Led in all client and internal calibration sessions ensuring documentation and follow through of actions needed• Responsible for assessing and advising upper management on Client Services issues or project risks, both emergent and systemic

• Developed customer service procedures, policies and standards to other departments for coordination purposes.• Directed/controlled the process of fulfilment of bookings, fielding customer inquiries/resolving customer complaints• Trained staff to deliver a high standard of customer service and supervised a team of customer service staff • Streamlined business operations, provided product training to customers, discussed technical aspects about a product and oversaw marketing campaigns

• Managed 5 Account Managers• Responsible for all senior commercial decisions in relation to client programs and Primary point of contact for key clients• Created daily program and resource planning for 100 seat call center• Key decision maker for all internal forecasting• Created opportunities for growing existing client business aligned to their business strategy• Took an active role in product development and company strategy to ensure it aligned with client needs

• Led a team of 20 telemarketers who were working on various campaigns for many well-known organisations• Managed all campaign-related operations within the general campaign function, ensuring the achievement of organizational campaign goals, smooth operations, and exceptional relationships with community constituent• Oversaw the performance of each agent, and the team as a whole, to achieve conversion and productivity/quality

• Answered all administration and operational related queries professionally by email and telephone and provided assistance, support and advice when necessary to travel clients• Communicated and understood customer requirement and resolved any pre and post-departure queries including upgrades, amendments, price queries and special requests• Managed electronic & paper filing systems, maintained record-keeping, filing and data entrySales Support; provided administration and system support to the office