Irene Roberts Email & Phone Number

Warner, Sd, Us

Aberdeen Sd

Developed and launched a loyalty program for My Place Hotels of America.*Created training materials for hotels and in-house staff*Created various internal and external promotions to grow the programLead the Guest Relations team for My Place Hotels of America.*Ensure all guest relations cases received at he corporate offices are resolved within guidelines*Identify any trends in guest relations cases being opened and make recommendations for enhanced training.

Aberdeen Sd

Lead the team that provides business support and administrative services to the contacted dental practice.Partner with the dentist to create a treatment plan that meets the needs of new patients.Consult with all new patients to provide insurance coverage estimates, estimated costs and financing options. Schedule appointments once treatment plans are established.

Aberdeen Sd

Managed the operations of 4 vendors sites, domestic and international*Direct, develop, oversee and assess total job performance of the outsource vendors for Wyndham Hotel Group*Achieve operational goals within budget while ensuring customer and business needs are met through the development and/or utilization of effective tools/methods that enhance the outsourcers' performance.*Maintain key relationships. Support the Resources Planning and Management team to assure staffing levels are appropriate to meet both the business needs and the needs of the calling customers.*Partner with the training team to assure the information that is being trained is sufficient to assure success. Developed incentive program with transfer partners.*Perform site visits to maintain strong relationships.

Aberdeen Sd

Daily management of operations in a contact center of 50+agents*Achieved operational goals within budget while ensuring customer and business needs were met*Developed and managed customer service quality forms, absenteeism, variable costs per call and Associate Survey results*Collaborated with operations in 2 centers and provided support to departments (IT, HR, Training, Telecom, Marketing, etc) in multiple locations to analyze and achieve effective service levels, staffing levels, budgets, expenses and customer service payouts.*Partnered with the Marketing team to assure that promotions, program changes and enhancements that impacted Wyndham Rewards members and agents were clearly articulated. *Actively participated in Quality Assurance for system enhancements to assure the system is working as designed*Led the 3 centers in establishing priority for the defect and ehancement lists for system issues

Aberdeen Sd

Daily Supervision of up to 20 reservation sales agents for Super 8 Motels, Inc*Supervised the daily operation and personnel of the Super 8 reservation center*Developed employees through daily coaching and weekly 1:1 meetings*Created schedules for the agents on a monthly basis*Interviewed and hired employees.*Served as Group Sales agent and Customer Care support as needed