• Managed a team of 12 Customer Experience Experts.• Queried and confirmed complex flight reservations for customers like Galileo, Amadeus, Sabre and Worldspan.• Took escalations and commendation calls.• Managed performance on key metrics like Net Promoter Calls, Quality Scores, Call Resolution Time, email correspondence productivity and tracked attendance of Customer Experience Experts.• Attended huddles and pre-shift meetings.• Attended weekly business review calls with leadership.• Cascaded updates with the rest of the Team.• Analyzed and interpreted behavioral trends and most impactful behaviors using PowerBI and Medallia.• Listened to Experience Experts take calls to identify most impactful behaviors that needs to be corrected• Coached Customer Experience Experts based on behaviors and behavioral trends identified on call.• Created action plans to correct behaviors identified.• Issued levels of corrective action based on performance and attendance.

Facilitated foundation training and product training for one of America's largest telecom provider.Taught Customer Service,Sales,Financial Care,Technical Care and Retention.Oversees nesting/academy bay as Academy Bay Supervisor.Performed root cause analysis,coached to behaviors,created action plans towards success .Created up-training materials using A.D.D.I.E framework,Adult Learning, Gangne's Learning Theory, Myer's Theory of Multimedia Learning. and recent learning theories like Behavioral Theory, Cognitive Learning Theory, Experiential Learning Theory and tested effectiveness of current curriculum using Kirkpatrick Model and rolled out refresher trainings as needed.Checked for completeness of government requirements. Mentors newly promoted trainers towards a successful certification

Was also part of a special Project for IT to create an application that tracks attendance records of the Table Games department using Entity Framework Asp.net core MVC and C#

Taught Product Training and acted as Transition Supervisor during nesting Period.Listened and observed call recordings for behaviors.Performed rootcause analysis coached and created action plan towards success.Ensured follow-through coachings took place and facilitated call calibrations with leadership.Gather and analyzed behavioral trends and made recommendations to drive performance

Served as support to lead Trainer.Prepared materials for training.Covered discussion when Trainer is out or doing deliverables. Additional help during Academy Bay by taking escalated and commendation calls.Answered questions during Academy Bay