 Developed and implemented strategies to enhance the overall passenger experience, Established and maintained relationships with key clients, vendors, and service providers, to optimize passenger services and operational efficiency. Lead, train, and motivated a team of travel coordinators and staff to deliver outstanding customer service and achieve performance targets. Monitor and analyzed passenger service performance metrics, such as customer satisfaction, complaint resolution, and implement necessary improvements. Implement effective communication channels with passengers, including digital platforms, customer feedback mechanisms, and social media, to enhance engagement and resolve queries. Oversee crisis management and contingency planning related to passenger services, ensuring appropriate protocols are in place for situations. Support Customer Service, Sales, and Operations leadership by providing mentoring, development, and motivation toward a common goal of exceptional customer experience Identify and drive activities to improve customer centricity, experience, satisfaction, and loyalty to Fellowes Brands Contributed to a variety of cross-functional initiatives to ensure that a strong customer success mindset is embedded in staff, processes, and technology solutions Ensured service policies and practices align with customer requirements and overall organizational objectives Actively engaged in problem-solving opportunities, particularly when there is a risk to customer satisfaction, and influence a solution that will provide a positive customer experience Anticipated customer needs and proactively tailored processes, escalations, and communication strategies to achieve customer expectations Conducted customer survey audits to measure current customer success and plan, prioritize, and implement high-impact continuous improvement strategies

 Prepare monthly and quarterly excel reports for both internal and external distribution.  Manage costs and expenses related to relocation and assignment management  Upsell services offered through third-party providers to assignees by Weichert Affiliates and Weichert's external supplier network. Assist with corporate sales teams on Best and Final presentations to prospective new clients. Assist in contract renewals of existing clients.  Act as the main point of contact regarding the assignee's relocation process and assignment policy application. Oversees the delivery of relocation and assignment services to assignees and their families. -Create, develop, and administer the relocation and assignment processes according to the client's specifications.  Conduct needs assessment at the onset of engagement to establish the assignee's specific requirements and address any custom needs. Works with the assignee and/or family to ensure all needs are understood and met and adjusts services and counseling to changing needs and conditions throughout the move process. Proactively provide continuing advice and support to both the client contacts and assignee,  Act as a liaison between the Tax and Compensation team and client/customer service team and facilitates the expense management process.  Prepare assignment letter in accordance with client policies and assignment specific parameters.  Reviews and evaluates exception requests and challenging situations, and provides solutions to clients deliverables, maximizing the benefit while minimizing expenses and costs.  Responsible for the accurate and timely documenting of conversations, exceptions, and correspondence in the system. Maintain file documentation and ensures data integrity.

• Oversee the delivery of assignment management services, including policy counseling, destination services, household goods shipping, immigration, departure services and expense management.• Interpret the designated clients’ international assignment policies and procedures and evaluate different options in order to provide advice and consultation to international assignees based on their particular needs and country-specific requirements• Provide on-going consultation to the assignee during the entire length of the international assignment • Coordinate with all internal departments/functions to ensure a successful assignee experience · Manage Global Certified Provider communication process and ensure quality of service delivery • Communicate/interface with the client’s HR contacts on relocation/assignment issues impacting the employee and family • Provide assistance with exception management, including recommendations on specific exceptions to policy • Provide assignee status updates, keeping the client abreast of issues and offering solutions as issues arise, and completing client projects as requested

*Assist clients in planning and organizing their travel itineraries, including flights, accommodations, transportation, and activities, based on their preferences, budget, and travel requirements.*Provide exceptional customer service by promptly responding to client inquiries, addressing their concerns, and resolving any issues that may arise before, during, or after their trip.*Offer expert advice and recommendations on travel destinations, attractions, visa requirements, travel insurance, and other travel-related matters.*Utilize computer reservation systems and travel booking platforms to research, compare, and book flights, hotels, car rentals, and other travel services for clients.*Stay updated on current travel trends, industry regulations, and airline policies to provide accurate and up-to-date information to clients.*Negotiate with travel suppliers, including airlines, hotels, and tour operators, to obtain the best rates, upgrades, and special arrangements for clients.*Prepare and present detailed travel itineraries and documents to clients, including flight tickets, hotel vouchers, and travel insurance policies.*Process payments, issue invoices, and maintain accurate records of financial transactions and client interactions.*Build and maintain relationships with travel partners and suppliers to ensure access to the latest travel deals, exclusive offers, and promotional packages.*Collaborate with team members to share knowledge, best practices, and industry insights to enhance the overall service quality and efficiency of the travel agency.

• Conduct regular account reviews to assess performance, identify growth opportunities, and address any challenges.• Act as the primary point of contact for any escalated issues and work to resolve them in a timely and effective manner.• Oversee a team of coordinators responsible for supporting day-to-day account activities. Provide guidance, mentorship, and training to the team to enhance their skills and performance.• Monitor customer satisfaction and address any issues promptly to maintain a positive relationship with national accounts.• Set clear goals and expectations for the team and monitor progress towards objectives.• Collaborate with internal departments, such as sales, marketing, and logistics, to ensure seamless execution of account strategies.• Utilize data and analytics to assess account performance and identify areas for improvement. Prepare and present regular reports to leadership on key metrics, achievements, and challenges.• Ensure that contractual agreements and objectives are met