Gilbert Escobar Email & Phone Number

Texas, United States

Remote

Dallas, Texas, United States

Dallas, Texas

· Established proper logic to create cohesive customer journey insights by facilitating the connection of multiple data sources and partnering with various business intelligence and product teams· Defined team success measurement strategy and created a rhythm of the business around analyzing qualitative and quantitative insights to support a data-driven content strategy· Improved operational metrics for online Contact Us channels by reducing misroutes by 12% and increasing case deflection by 10%· Leveraged sentiment analysis to enhance partner experience and support content resulting in a 10% increase in satisfaction

Dallas/Fort Worth Area

· Built Manager Playbook infrastructure to aid operations managers with using data to talk about the business and evaluate employee performance· Partnered with business intelligence to improve our available reporting, understand trends, and make sound business decisions· Collaborated with cross functional teams on large scale projects to guarantee proper implementation· Aided product managers, development, and analytic teams in working through Agile User Stories, UAT, and providing valuable feedback for new enhancements· Applied extensive field knowledge of our process and systems to find technical solutions that support business changes· Successfully led small- and large-scale projects from inception through implementation to adapt and prepare for a constant changing environment

Dallas/Fort Worth Area

• Managed a team of Lodging Partner Associates in a Multi-Lingual Contact Center• Communicated effectively with senior leadership and internal stake holders to provide enhanced solutions• Managed multiple projects simultaneously and efficiently that helped improve the state of the business• Partnered with internal department leaders in order to fortify relationships and solve problems expeditiously• Resolved partner escalations and effectively delegated work to obtain the best results• Advocated change for improved tools and procedures• Mentored associates for continuous development and success

Dallas/Fort Worth Area

• Coached to improve quality, performance, productivity and increase company KPIs• Resolved partner escalations and effectively delegated work to obtain the best results• Advocated change for improved tools and procedures• Monitored time adherence and segments such as time off, breaks, and attendance

Dallas/Fort Worth Area

• Supported hotels partners and market managers by maintaining their properties’ products, rates, and inventory• Completed daily audits for agents and provided direct feedback, coaching, and training• Fostered strong relations with market management• Conducted weekly training webinars for newly contracted hotel partners

Dallas/Fort Worth Area

• Maintained strong customer relations by promptly answering to partner email and phone inquiries• Aided fellow agents with escalations• Assisted guests with relocations, saved sales by minimizing cancellations• Assisted hotel partners with inventory close outs, refunds, and guest contact requests

Antioch, Tn