Increased service levels leading the team to 8% over contracted service levels. Improved teams overall call length (OCL) to below goal of 930 second average from 1400 seconds. Improved teams Contacts per hour to 4 a 33% improvement over previous months. Reviewed all Debit memos from airlines and controlled payouts by utilizing service funds to waive fees. Saved client over $250,000 in the first quarter in unused tickets by adding unused tickets to a pool for any employee to use within 90 days of expiration. Updating a spreadsheet to track progress on a weekly basis. Manage daily, weekly, and monthly call distribution and abandon rate targets in-line with Sr. leaderships are within desired targets. Effectively use a combinations of workforce scheduling and real-time to hit desired targets. To meet client Service Level Agreements (SLA); communicate Key Performance Indicators (KPI) to executive leadership displaying positive and negative results.

Responsible for one on one training, assisting with coaching and monitoring travel counselors while providing coaching feedback assistance to management to improve work habits. Assist on a real-time basis with questions related to clients specific policies assisting with customer service technical skills and providing feedback and coaching

Coordinate and execute logistical arrangements for corporate and group meetings. Responsible for database management lodging and travel and manages housing bureau registrations and room assignments; Act as primary liaison between client and vendors. Manage content in event registration tool through Sign up 4 (SU4 • Coordinate logistical aspects of over 300 events, Manage meetings through Event Management System Software and act as liaison between client and vendors to facilitate meetings and events. • Meet with client and staff to organize, plan and establish meeting time-frames. Conducts pre-meeting briefing and post-con with suppliers and facility providers. • Submit RFP request to vendors;and determines fees for participation. Responsible for group reporting requirements. Ensures adherence to client specific deposit terms. • Ensure that cancellation deadlines, penalties/attrition's and contracted space fits within scope of meeting. • Ensures registration procedures, secures and communicates transportation/travel arrangements. Prepares and reviews hosing reports in a timely manner. • Manage the services required for each meeting or event such as attendee registration, hotel accommodations rooming lists, and air or ground transportation. • Facilitate attendee time-frames with arrival/departure manifests, produce executive summaries to outline attrition charges; and final air reports.

Residential real estate agent

Accounts receivables,account payable, annual budget, financial reporting vendor monitoring and project Management

Assist corporate travelers make air, ground and lodging accommodations; Monitor ticketing queues, Process exchanges, voids and refunds. Tracked and monitored debit memos. Maintain traveler’s profiles updating database with new information as needed. Trained new employees on account specifics.