• Performed Hiring-Manager responsibilities during recruitment and selection process to on-board and train 20 dynamic Technical Support Advocates with focus on client experience.• Exhibited strong leadership of 20 highly motivated Technical Support Advocates in all troubleshooting aspects of hardware, SaaS, and firmware resulting in SLA improvement from 15-day contact time to 3-day contact time.• Monitored inbound call volumes on the dedicated technical support hotline ensuring we stayed ahead of any experiential issues, tracked daily tasks, and supported Customer Accounts.• Oversaw multiple priorities including support channels - telephony, email, chat, video calls - and maintained SLAs.• Supported the daily activity of Advocates including Customer Support, Escalations, Client Service Approvals.• Engaged with the team as the SME in all aspects of Tonal-Order Management, Installation, Troubleshooting, workflow best practices, service experience.• Proven ability to develop and implement strategies for customer service processes and increase team productivity, advocate quality, and CSAT.• Communicated gaps and recommendations relating to training, workflow, documentation, and process to stakeholders-Coordinators, Managers, SLT, C-Level - and identified trends across the team and individuals.• Prepared and assisted with Customer-focused initiatives such as outreach campaigns, beta programs, and VoC deep dives.

• Utilized robust training systems to steer regional quality strategy in customer experience to achieve business goals.• Understood the key drivers of customer and partner satisfaction, identifying opportunities and driving programs to improve agent KPIs.• Identified, managed, and action planned against Quality Assurance professional standards.• Was a key driver for the sites' QA performance leading to customer and business impact.• Provided coaching to sites' Team Leads and CS agents.• Managed effective planning of schedules and resource allocation to prioritize customer centric coaching and performance management for the CS operations team.• Provided cross-functional collaboration with the QA team to ensure consistency in quality evaluations for the CS team.• Monitored, implemented, and reviewed processes and procedures for the QA Team, initiating and driving continuous improvement.• Was an effective Change Champion, managing change while sustaining employee engagement and developing action plans to improve operational performance and risk mitigation.

• Liaised daily between 50+ guests and partners to resolve complex issues via phone, email, and chat on various topics such as: additional travel advice, modifications, cancellations, relocations, etc.• Provided accurate, prompt, and complete information by using approved CRMs, corporate methods, and processes.• Ensured the highest level of customer service and a positive guest experience with regularly positive CSAT >85%.• Supported colleagues with peer learning and both 180 and 360 Feedback.• Actively participated in company events, weekly team meetings and monthly new projects and tests while promoting the Booking.com culture.

• Serve as a liaison between sales and client services for all quality issues.• Provide feedback directly to sales representatices and managers in regard to assessed quality issues and chargebacks.• Deliver quality reporting in regards to sales performance and overall monthly numbers.• Participate in training of sales team on quality expectations, as needed.• Call monitoring for sales/ service.• Monitor QA requests from Client Services to investigate customer complaints.• Provide feedback in written form to Management to drive improvements.• Assist in ad hoc projects as requested.

• Serve as a liaison between sales and client services for all quality issues.• Provide feedback directly to sales representatices and managers in regard to assessed quality issues and chargebacks.• Deliver quality reporting in regards to sales performance and overall monthly numbers.• Participate in training of sales team on quality expectations, as needed.• Call monitoring for sales/ service.• Monitor QA requests from Client Services to investigate customer complaints.• Provide feedback in written form to Management to drive improvements.• Assist in ad hoc projects as requested.

· Heavy outbound sales calls to SMBs offering Rogers Outrank products such as SEO, PPC, etc.· Establish a consistent pipeline on a daily basis via lead generation.· Identify clients' needs and cultivate effective sales strategies via phone.· Post launch, work with an Account Manager to ensure consistent value is delivered to the client and potential for up sell is realized.· Contribute to sales leadership through experience and work ethic.

• Field customer inquiries related but not limited to bus and boat tours, local attractions and accommodations• Provide customer service with regards to ticket sales, online guidance and problem resolution• Liaison between hotel concierge and dispatch when scheduling guest tours• Perform dispatch duties for various bus tours including monitoring pick ups and drop offs• Attention to detail on equipment sign out and sign in forms with 40+ staff members

• Provide clients with complete sales cycle using product knowledge and consultative sales skills for both walk in and appointment clientele• Complete entry of orders received by fax, phone and email, ensuring correct quantities and SKU were entered• Increase sales volumes by contacting customers with sales promotions and innovative products• File credit requests• Troubleshoot with coworkers for solutions to improve quality of service and sales numbers• Assist shipping department by packing and shipping customer orders