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.
• 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

• 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.
• 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

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

Associate'S Degree, Science

High School Diploma, Medical Professions

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