As a passionate and dedicated member of the Learning and Development team I guided new hire agents through the product training set out by our client, Booking.com, that required me to understand how adults learn, and use techniques to tailor the activities to ensuring the delivery was encouraging and engaging to all. I consistently exceeded expectations for performance by leveraging my expert product knowledge, passion for helping new hires be excited for their role and motivating my teammates in times of frustration. Through proven dedication, effort and measurable results including low attrition and high retention rates, timely and accurate completion of all administrative tasks, and effective team management I was often hand-picked for several of our Global sites to train virtually. Implemented change through training techniques, being a positive role model,

Having demonstrated an expert level of knowledge in the Customer Service Representative role I was placed on the agent support line as an Agent Support team lead by performing advanced roles such as payout approval, providing guidance when agents were unsure of how to proceed, coaching agents on the importance of consistent support for our customers by utilizing and following the Quality Framework as set out by the client , and making consistent use of the resources provided in order to accomplish this. Effectively Motivated agents to trust in their training and knowledge and use the soft skills like empathy, active listening and effective questioning to understand what the customer need is and what the best solution is to ensure they continue to put their trust in us. Leveraged my prior experience and lead by example by demonstrating that the knowledge I have acquired is a direct result of implementing the Quality Framework of our client to achieve the desired outcomes.

As a representative of our client, Booking.com, I was tasked with answering customer enquiries through the communications platforms available, including live chat, email and inbound calls in a timely and resolution oriented manner, building trust, and confidence in our clients brand, while maintaining an acceptable level achievement of metric goals without affecting the Quality Framework set out in order for our teams to meet and exceed the goals. Adhering to client policies and utilizing effectively the tools provided I became a subject matter expert, maintaining and successfully resolving the concerns and needs of our customers, and providing assistance to my teammates when possible, which allowed us to work to the goal of our customers hearing one voice, consistent and in line with the values and mission of the client. Exceeded the stated goals at all times, while maintaining and going the extra mile to provide an even better solution and ensuring that our customer felt heard and valued.

As a server in this very fast paced, popular breakfast and lunch spot, I was was tasked with anumber of skills that helped cultivate many valuable skills on a daily basis.Skills that were most valuable include, emapthy, active listening, clarifying questioning, problemsolving, time management, cash handling, attention to detail, and the ability to perform in avariety of pressure levels in one day.