Judith Stevens Email & Phone Number

Frisco, Texas, United States

Irving TX

• Client Relations Manager responsible for the overall satisfaction of 20 corporate clients accounting for $30MM in annual revenue.
• Created excellent customer experience including resolving issues and researching incidents resulting in 98% customer satisfaction.
• Successfully staffed Onsite and Client Managed locations
• Effectively trained staff on policy, procedures and customer relations.
• Developed employees in maintaining good customer service.
• Change management champion who successfully improved booking rate performance by 17% through established call performance reporting KPI’s and call monitoring through CMS.

Irving TX

• Managed the on boarding of new employees and client managed accounts.
• Successfully achieved a 26% reduction in agent errors by analyzing historical data and determining root causes within team members and system package scripts. As a result, additional employee coaching was administered.
• Prepared monthly agent productivity and data integrity reports and provided applicable instruction to employees for punctual resolution.
• Developed policies and procedures to streamline activities and ensure information was 100% complete and accurate.
• Trouble shot inconsistencies with online routines (Script packages, Concur, Sabre GDS)

Irving, Texas

• Worked closely with account travel manager on implementing account processes. Successfully led onsite team of 6 travel counselors. Assisted in negotiations of air/car/hotel rates for clients.
• Prepared monthly productivity reports.
• Successfully prepared domestic and international travel itineraries.
• Assisted in meeting and conference planning