Jennifer Jaquez Email & Phone Number

Responsible for monitoring, measuring and reporting on the level of customer service delivery performed by Call Center Agents through the Quality Assurance program. Within the Quality Assurance program, other duties include: preparation of materials for QA coaching, updating and communicating any policy and procedure changes to the department, the coordination of QA training, recurrent training, input for agent QA performance improvement plans and the preparation/facilitation of monthly QA calibrations.• Executes minimum of 3 monitored scored calls per agent for Customer Care and accurately completes QA Scorecard• Provides on-going feedback to Manager, Supervisors, and Agents on service call performance, policy/procedural compliance, service infractions via completion of scorecards with coaching comments for every call• Create, communicate and reports Agent and call Center quality of work performance daily/weekly/monthly/yearly or as required• Work off reports and views Agent work performed on itineraries to ensure compliance with Allegiant policies and Allegiant’s terms and conditions• Coordinates QA incentives, promotions and reward/recognition with Travel Leads• Prepares and facilitates QA calibrations• Coordinates new hire training and participates in side by sides during nesting period • Complete special projects as assigned • Provide floor support and phone queue as needed in various roles• Adhoc reporting as requested by management

A CSSR responds to telephone inquiries in a prompt courteous manner while creating a memorable experience by anticipating the customer needs with gathering information, identifying travel needs, making changes to existing reservations, and providing consultation on travel related issues in order to determine an appropriate action for customer satisfaction. As business demands, off phone customer service may include written communication such as web chat and/or email correspondence. • Assists customers with providing information, making travel itineraries which include changes and cancellations of their air and hotel travel plans• Assists with resolving customer problems and/or complaints that may occur in order to ensure customer satisfaction• To maximize revenue by identifying customer travel product needs and offer purchasing options when applicable during the call • Ability to maintain the highest level of customer service while demonstrating a friendly and genuine demeanor, ability to listen and to document accordingly

Las Vegas, Nevada Area

Provides accountability leadership for PBX operators who provide inbound and outbound telephone customer service support.•Answer and direct incoming telephone calls in an accurate, efficient and professional manner.•Enter service request tickets through HotSOS, dispatch housekeeping and engineering using radios when necessary, and follow up with guest to ensure satisfaction within established time frames.•Monitor daily operator telephone reports/logs to ensure compliance with all established policies•Ensure all pre-shift information is properly communicated to the PBX operators•Send notifications to management via email•Perform group voice mail messages•Monitors operator calls to ensure proper greetings, information and tone is used to all guests•Answers questions and recommends services to address customer complaints or desired requests•Demonstrates leadership by creating an environment that fosters teamwork, values diversity, which supports and respects all team and company staff-members, internal and external customers, and vendors•Responsible for quality assurance through phone monitoring, operator detail reporting, quality control and mentoring programs for new employees•Effectively manages the Call Management application•Responsible for training and motivating the PBX team•Maintains the proficiency of the guest wake-up call system•Monitors and updates the department SOP’s•Ensures that department and guest information is received and entered effectively•Maintains updated communications with all departments involved•Reviews and maintains schedules ensuring adequate levels of work forces are being used•Attend and/or participate in various hotel and departmental meetings•Ensure safety compliance and follow proper emergency procedures•Complete special projects•Assume responsibilities of the PBX Department in the PBX Manager’s absence•Operate office machinery (i.e., computer, copy machine, fax machine)

Las Vegas, Nevada Area

Providing guests with a positive experience and maintaining Downtown Grand’s brand standards.•Maintain and promote hospitality at all times•Welcome guests efficiently and courteously•Check-in/Check-out guests in using the Opera system•Verify credit card transactions and identity•Answer and direct incoming calls in an accurate, efficient and professional manner•Provide guests with accurate information and directions•Provide information on all aspects of the S+O Diner Bistro.•Greet guests and arranges for seating; monitors room atmosphere.•Quote accurate waiting times and handles guest waiting lists or reservations in accordance with established procedures.•Answer phones according to established procedures.•Work with Open-Table to provide accurate information

Associate'S Degree, Science

High School Diploma, Medical Professions

Activities and Societies: Health Occupations Students of America, Student Organization of LatinosEmphasis in Sports Medicine