Managed a team of 12-15 agents to achieve the required business KPIs.Liaised with operations management and assisted staff to achieve KPIs by analyzing performance challenges where consultants need support.Handled customers escalations, and provided insights that helped enhancing business operations.Coordinated with different support functions to enhance the customer experience.Provided team performance reports while providing suggestions to reduce contacts and complains.Boosted my team's performance to become one of the top five teams.Created new sales techniques, which contributed to the overall company's revenue by increasing team's sales by over 30%.Enhanced the customer experience via achieving excellent customer survey results.Responsible for coaching, training and development of customer service agents.

Determined clients' needs and suggested suitable travel packages.Seconded for team leader position to assist the team achieve the operational targets.Assisted premium level customers with their travel plans, considering their loyalty program memberships.Participated in a number of pilot projects aiming to enhance customer experience and optimize service delivery time.Assisted management with consultations regarding best practices that ensure first call resolution.Managed mini-teams as a delegate team leader where I provided support to my colleagues with a close follow up to ensure performanceconsistency.

Consistently Exceeded Expectations in Customer Experience and Quality.Seconded for team leader position to assist the team achieve the operational targets..Won a number of awards and incentives for scoring excellent sales records.Conducted training sessions explaining the bond between the brand value and delivering excellent customer service.