Lucy Catalanotto Email & Phone Number

Toronto

Etobicoke

TEAM SUPERVISOR – Call Center - TD, BOA, and Bank of Montreal Travel Rewards  Oversee and supervisor a team of 20 agents  Responsible for assisting the account manager with the overall operation Assist in developing and streamlining procedures Prepared documentation / Training manuals and Trained the new hire classes Coached, motivated, rewarded and processed corrective actions as necessary Provided quality service to both internal and external customers Ensure open flow of communications between agents , supervisors and management Supervise and monitor agents attendance, performance and productivity Conduct employee briefings and meetings for operational changes and motivation Assure service level standards are met Monitor system performance and initiate actions to correct system problems Assist with Escalations and correct possible errors Complete Monthly Score cards and sales updates per agent Communicate monthly targets Create monthly incentive opportunities for entire center to motivate sales Assist finance department with reservation, charges, ect.

LEAD SUPERVISOR-Call Centre- Expedia.ca, and Hotels.com Oversee and supervised a team of 25 agents and 12 Leads  Responsible with assisting sit manager in the overall operation Coach, motivate, agents to meet their daily targets Assisted agents with customer interaction and situations requiring special handling Provide quality service to both internal and external customers Supervise and monitor agents attendance, performance and productivity Conduct employee briefings and meeting for operation changes and motivation Ensured that all agents biweekly payroll was accurate  Assigned supervisor to approve all agents and site errors along with compensation Active Role in the Health and Safety Committee

Downtown, Toronto

MANAGER – TRAVEL CONSULTANTNegotiated Contracts with airlines and Travel agencies Arranging travel needs for humanitarian group programs to CubaDaily accounting reports for the wholesale DepartmentCoordinated, organized and planed land tours