Khalid Inshan Email & Phone Number

Orlando, Florida, United States

Orlando, Florida, United States

Orlando, Florida, United States

Kissimmee, Florida

Ocoee, Florida

Ocoee, Florida

- Assisting our online clients in answering questions and booking reservations- Generating additional revenue to our Rentals division - Analyzing online data to provide the best guest experience

Ocoee, Florida

- Implemented requirements that achieved an increase in overall production - Consult directly with top executives to improve processes- Developed and managed SOPs and training materials for team member success and streamline of processes- Spearheaded the implementation of merging systems with operations

Ocoee, Fl

- Trained and developed call center employees on LMS and Passkey reservations systems- Developed and defined room guides for team member knowledge and training- Managed and grew call center agents revenue goals 6 out 11 months - Developed, managed and grew team through extensive interview and hiring procedures- Facilited an increase in call center metrics i.e. ACR, wrap time, hold time- Implemented key team member roles to handle all OTA input and reporting- Developed relationships with hotel directors to ensure an open line of communication to improve the customer experience. - Reported and developed a comparison reporting structure as well as forecasting of promotions to share with top executives

Orlando, Florida

- Facilitated a $5M revenue timeshare program at the resort level- Executed all customer service issues face to face regarding qualifications and room concerns- Increased VPG 60% from $2,500 to $4,000- Coordinated with timeshare sales directors to ensure tours went to most qualified sales representatives- Top liaison between corporate call center and resorts to generate the highest quality of tour for all Orlando properties- Developed and implemented training material for sales team at the call center level

Orlando, Florida

- Lead and motivated a team of up to 17 technical agents to exceed monthly metrics- Ensure troubleshooting and performance metrics were above targeted goals while maintaining quality metrics of a 90% customer satisfaction rating or higher- Motivate the team for continued success - both direct reports and peers.- Monitor and supervise agents through various quality assurance tools to ensure compliance with company policy and exceptional customer standards - Coached and developed agents to meet monthly requirements through weekly one on one meetings, side by side coaching and electronic monitoring. - Responsible for hiring, termination, personnel growth, development plans, and annual performance reviews- Worked in the capacity of a subject matter expert for sales of second tier technical support, which served as a point of contact between the regional training group and call center operations- Responsible for various administrative tasks (i.e. time sheet approval, online training, account audits, etc.)- Handled regional and corporate escalation calls to meet the needs of the customers and the organization

Orlando, Florida

- Trained and led the management staff in proper operational procedures- Trained representatives in appropriate phone etiquette and sales techniques- Maintained an ongoing training program that includes constant cross training and upselling- Gathered and applied guest feedback to service improvement efforts and resolve customer complaints regarding employee performance- Implemented Quality Assurance to monitor calls and ensure exceptional service

- Answered guest questions and made arrangements for services- Processed and notified guests of receipt of facsimiles, mail, messages, and packages- Resolved guest complaints

Ocoee, Florida

- Instructed 10-55 people in Orientation, Pep Rallies, Meetings and Training- Motivated new hires and experienced sales agents to exceed sales goals and revenue

Ocoee, Florida

- Received inbound calls from potential timeshare owners - Led the department in Collection and Reservation goals, exceeding them by 20-30%- Nominated and selected as a High Quality Leader- Assisted in special projects including Quality Assurance and Newsletters

Ocoee,Florida

- Explained to customers the details of their vacation package purchase- Resolved discrepancies in packages by upgrading, laterally moving, and assisting guests.- Exceeded Quality Assurance goals

Hospitality Administration/Management

Associate Of Arts (A.A.), Business