Luis Castelo Email & Phone Number

New York, Ny, Us

New York, Ny

Support Director of Expedition Sales in development and management of reservations team, including administering production-based bonus program and leading and managing coaching program for reservations agentsReview reservations for quality assurance and accuracyServe as first point of escalation for resolving reservations issues from guests and travel advisorsAssist with recruiting, hiring, and onboarding new hiresDevelop and maintain strong relationships with internal partners to effectively support operational processesSupport the Director in managing department responsibilities such as reservations processes, guest communication, data entry, accounting requests, etc.Appropriately prioritize team and individual goals to effectively achieve business objectivesAssist on special projects with other members of Reservations team, including Reservations Systems Manager and Inventory Control Manager

New York, Ny

• Overall responsibility of leading teams of Lifestyle Managers across a global platform who are specialists at delivering travel and lifestyle management solutions to ultra high net worth individuals as well as large organizations• To maintain the member at the center of everything we do providing them with direct and unique access to cultural, gastronomic and travel experiences, exclusively negotiated benefits and unparalleled member service.• To meet or exceed targeted performance and quality levels • To ensure teams are profitable and meet their personal targets.• To ensure teams are delivering superb member service and quality workThe Global platform managed offices are located in London , New York, San Francisco, Miami, Las Vegas, Mexico City, Shanghai, Hong Kong, Singapore, Tokyo, Cape Town, Mumbai, Brussels, São Paulo, Dubai, Melbourne and Zürich.

New York, Ny

Executed instructions, initiatives, policy, and procedures as directed by senior management, or in conjunction with medical sites leadership. Performed statistical analysis and prepared informational reports to identify successful trends and areas of needed improvement. Monitor and coach frontline employee’s performance toward career goals as it relates to productivity, staffing, and overall center performance. Achieve communication center goals such as call capture rate, ASA, talk time, low abandonment rate, and quality assurance. Issue disciplinary action for unsatisfactory work performance, work attendance, and negative work related behavior. Conduct monthly and annual performance reviews for all call center employees. Ensure resolution of patient complaints using appropriate escalation and de-escalation procedures.

Rochelle Park New Jersey

Managed the day-to-day production activities of a Remittance Processing site which processed payment's for Fortune 100 financial companies, public utilities, and government entities.Ensured the retention and acquisition of existing and new clients. Developed quality standards, production goals and ensured that all client deadlines were met. Led cross-functional and cross-site teams to develop and implement process improvement and product ideas. Handled personnel issues regarding discipline, performance management and salary recommendations.

Holmdel, New Jersey

• Ensured quality customer service of all transactions including inbound/outbound calls, email, chat ,fax and back office transaction handling for a 1000+ seat contact center.• Responded on behalf of the Vonage Executive Management for any communication directed to the Office of the CEO.• Ensured all Regulatory agency complaints (BBB, FCC, Attorney General, & PUC) were handled within 10 business days. Implemented structured response templates to maintain consistency. Established procedures to respond to Better Business Bureau requests for investigations and rebuttals.• Able to avoid 65 small claim suits with an annual cost savings of $40M• Created processes for managing interactions and workflow, including specialized regulatory handling procedures.Conducted Call Center certification audits with potential vendors and built outsourced call centers Philippines, India, and Argentina.

B.A./ B.S., Political Science And Economics

Master Of Public Administration - Mpa