Lisa Elliott Email and Phone Number

• Ultimately responsible for day to day operations of the Surrey office; including any IT related issues • Customer service oriented with strong communication and confict resolution skills• Possess strong selling skills• Licensed to sell Travel Insurance within the Province of British Columbia• TICO Certified• Extensive knowledge of the following software programs: Sabre, Excel, Windows, Pivotal, Power Point, Avaya, CMS Supervisor • Directly manage 10 Customer Care Agents (9 of which are based in the Surrey office, 1 home based in Quebec) • Co-manage a team of 40 Customer Care Agents (located throughout the US and Canada) through proactive weekly call scoring, regular follow-up and coaching, monthly and annual performance reviews and mentoring• Responsible for Interviewing, hiring, and training any new staff members• Create, maintain and identify learnings from management team documents including employee evaluation logs and labour utilization and overtime reports• Serve as “Manager on Duty”, answering questions, approving exceptions, managing phone queues and managing “hotline” phone and email inquiries from Customer Care Agents and District Sales Managers• Responsible for inventory resolution management for retail bookings within Canada