Linda Bode Email & Phone Number

American Express Travel Service - Virtual

Accountable for managing the voice of the customer feedback program for Travel and Lifestyle Services globally. This includes identifying key indicators and servicing opportunities from customer feedback to drive site, product, and network results. Additional responsibilities include providing internal VOC reporting for the Senior leadership team and administration of the feedback database. Implemented a service recovery process for front line leaders to complete outreach for those customers who have rated the experience as less than good. This included developing a platform to manage and report on trends with the outreach process

Atlanta, Georgia

Accountable for managing a team of people leaders and individual contributors in multiple call center locations. The team included 26 indirect reports responsible for resolving customer travel inquiries. Responsibilities also included identifying process improvement opportunities in the departmental work flow impacting accuracy and timeliness performance metrics. Act as a liaison with internal customers and card services. Acted as business consultant for the business on customer recovery and satisfaction improvements. Additional responsibilities include providing internal departmental performance reporting and analysis on trends with customer issues.

Atlanta, Georgia

Primarily accountable for providing leadership and direction for a Leadership Team of 7 Team Leaders who are directly responsible for coaching and developing a team of Travel Associates in a call center environment of 100 plus TC’s. This included counselor/customer interactions to ensure quality customer service, contributing towards strategic vision, managing day-to-day operations, contingency planning, managing employee concerns and issues, along with hiring leader and Service Level Coordinator accountabilities. Provided leadership and direction to Associates and Team Leaders ensuring each team member delivered against business objectives to the best of their abilities and potential. This was accomplished through coaching, mentorship and leading by example.

Atlanta, Georgia

Responsibilities included supporting Team Leader team as a back up in their absence, by Managing their team. In addition working on projects cross-center and within the Atlanta office. Projects included, Call Monitoring guideline revision, second quarter hiring initiative and new hire orientation.

Atlanta, Georgia

Responsible for managing a team of Travel Counselors, with an established clientele. A beta test team launched in 3 of the Remote phone centers, within NTS, which is the foundation of the Customer Focused Team Approach.* Coordinate Relationship Team Vacation bid, schedules, and training* Managed cross-training on the VP product for the Relationship Team* Co-Facilitated Employee Recognition program - R3 Committee, annual budget, and monthly announcement in Atlanta* Handling high maintenance card members, referred from the Executive Team and the Consumer Relations Team.* Implemented Team Leader work flow chart/floor coverage for Front Line (6/96-6/97) * Front End Team Leader Transitional Trainer (8/96-6/97)

Atlanta, Georgia

Show Pros is a crowd management and event staffing organization contracted to staff multiple venues, event facilities, festivals, and entertainment organizations I am responsible assisting guests with locating their seats, resolving immediate patron issues, handling emergencies, and responding to event specific questions.

Tampa/St. Petersburg, Florida Area

Involved in the start up operation of a new concept to the business travel product,handling a $180MM corporate account. esponsibilities included but were not limited to those associated with the Team Leader role.* Coached and developed a reservation team of 16-20 and a QC/ticketing team of 11* Implemented and responsible for a specialty team of 4 counselors handling candidates, consultants, FQTV program, and the reservation faxing process.* Coaching and developing counselors through CDM monitoring process. * Consistent interaction with AT&T travel management team and AMEX NAMS, ensuring corporate policy and auditing process is handled effectively and efficiently.* Handled customer service issues and acted as a sounding board for customer service staff in absence of CRR. Facilitated customer service workshops to staff.* Managing CMS and G3 phone switch to ensure customer service levels are achieved.* Interviewing and recruiting staff.* Office liaison for vendor presentations and site visits.* Liaison with start-up of the leisure desk at ETC.* Liaison between ETC and STP sites to ensure prompt and efficient delivery of tickets.

Atlanta, Georgia

Responsible for the day to day operation of the reservation team handling Gold and Platinum card members. Development of TC staff to achieve quality sales, while using preferred suppliers. Handled customer service issues and client concerns revolving around servicing issues. Acted as liaison between front-end reservations and VP team.

Atlanta, Georgia

Responsible for the day to day operation of the reservation team handling Gold and Platinum card members, while ensuring client service levels are achieved. Motivated and developed a High Performance Team of 10-15 Travel Counselors, resulting in the first PaceSetter Team at NTS (ATL). Facilitated the first Platinum team at NTS and was instrumental in transitioning the Platinum business into Atlanta. Handled customer service issues and as a project for the management development team, implemented the automated CSI. Active involvement in the Assessment/Hiring Team.

Atlanta, Georgia

Responsible for assisting American Express card members with making worldwide travel arrangements in a call center environment.

Miami/Fort Lauderdale Area

Responsible for the daily operation of 5 airport rental counters and the return location. Handled customer service inquiries and responsible for developing and managing staff in a sales environment.

Certified Travel Counselor (Ctc), Travel And Tourism

Associate, Travel And Tourism Management, 4.0 Gpa