I manage a team of professional reservationists, providing industry leading customer service in the field of luxury ground transportation. Responsible for providing all new hire training as well as recurring training, including the onboarding of new clientele. This included training on customer service, computer and phone systems, and familiarity with corporate, medical, and personal travelers.Report to company Vice-President any service issues experienced by clients and develop new policies and procedures to ensure top-notch service is provided to clients. Maintain schedule of all staff ensuring coverage of 7 days a week operation.

Responsible for dispatching hundreds of rides a day, ensuring all work is evenly distributed and most importantly, all clients are picked up on time. Monitor all reservations nation and world wide to make sure all subcontracted reservations were being handled properly. Maintain relationships and build rapport with all in-house chauffeurs as well as affiliate chauffeurs. Report to upper management any service issues and develop new methods of dealing with challenges to operations.

I oversee hiring of market staff and trained employees on proper customer service procedures and constantly changing seasonal availability of products and usage. I facilitate and maintain relationships with staff of world renowned restaurants. I take pre-orders of merchandise working with restaurateurs on products and verify accuracy. I continually monitor for accuracy of billing and ensure restaurants receive the proper information.

Handle dispatch and reservations operations ensuring clients are properly booked and their rides are properly dispatched and handled by chauffeurs. Responsible to maintain customer database as well as employee computers, printers, and other electronic equipment. Manage relationships with partner/affiliate companies including negotiating rates and payments. Handle new-hire training to include software training, phone system training, and customer service training. Conducted weekly, monthly, quarterly, and yearly reporting of client and corporate account usage.

I assigned over 50 rides per day balancing the schedules so that all chauffeurs receive an equal amount of work. I answered between 50-100 calls per day from clients booking reservations as well as answering numerous emails daily ensuring all clients are responded to in a timely manner and all reservations are booked correctly. I worked with key clients ensuring that reservations are booked correctly and all transfers take place on time as well as dealing with any issues that arise with customer service or accounting. I made sure all preventative maintenance was scheduled as well as emergency maintenance.

I trained new-hire chauffeurs focusing on safe driving via the Smith Driving System and provided exemplary customer service.

I supervised my team in three different departments to ensure that the highest level of service was being provided to clientele.I produced daily, weekly, and monthly reports pinpointing strengths and weaknesses of each department to improve the level of service received by Fortune 500 and entertainment industry clients.I assisted the client relations team with the upkeep and maintenance of individual customer as well as corporate account information using Excel and industry leading, in-house software.

I conducted student appointments to identify students' educational goals and disseminate course and program information to potential students. I advised students on enrollment, transferability and applicability of previous college credits earned, degree program options, degree program requirements and progress, and provided information on university policies, practices and rules, by using judgment and discretion.I assisted potential and/or current students in understanding financial obligations while partnering with students assigned finance advisor. I informed students of appropriate time and program commitments and guided on available options to develop a personalized plan for success.I communicated with potential and/or current students via telephone, email, or in person. I resolved student issues, addressed students concerns, and ensure positive student experience. I monitored student participation and progress through the enrollment process to ensure that students are in alignment with University policies.

I organized luxury ground transportation for large group movement ranging from 10 people to hundreds.I coordinated on-site logistics including dispatching and additional reservations for attendees.I worked many red carpet events for clients in the entertainment industry, providing on-site support for production staff and attendees. I supported accounting and customer care departments as well as clients with any service or billing issues.

I designed and implemented new hire training course, instruction them of policies and procedures as well as how to use industry leading, in house computer system. I conducted quarterly training for experienced agents to ensure knowledge retention of company policies as well as knowledge of computer system. I educated over 100 employees during merger of two of the luxury ground transportation industry's largest firms, Empire International and CLS Worldwide.