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.• Reduced a six-month backlog of pending issues regarding reporting, training, and script package errors through team member coaching and process improvement initiatives. • Leveraged IEX software application to monitor and manage effective scheduling of personnel reducing overtime by 12% in 2015. • Orchestrated the implementation and UAT testing of a new virtual hotel payment application in 2015. • Led a 3-year continuous improvement and performance initiative through: effective on-going training plans; employee performance tracking; succession planning; and conducting mid-year and end-of-year development and performance management reviews.• Developed employees in maintaining good customer service• Successfully staffed Onsite and Client Managed locations• Effectively trained staff on policy and procedures• 2014 recipient of the Texas Star Achievement program.

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, as well as, system improvements were gained by partnering with CWT Script Teams.• 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