• Oversee agent technology processes that enhance and simplify the contract agent experience.• Analyze set-up processes, workflows, tool usage, and provide recommendations for communication and efficiency improvements.• Work with cross-functional team members to understand dashboard and reporting of relatedworkflow processes.• Develop and maintain data sites. Enhance the use of automated workflows and Share-point libraries.• Identify Microsoft Power Apps that could be used to automate processes for internal teams. Collaborate with internal teams to train and promote the adoption and use of new technologies.• Salesforce Administrative Role. Consult and assist with credential management deployment withinSalesforce.

• Operations Manager for BPO company managing 350+ FTE.• Increased FTE by 75% and successfully completed seven additional special service team ramps.• Works closely with WFM team to meet staffing goals with forecast analysis.• Achieves/Exceeds KPI Targets, using data to analyze and understand drivers of various metrics. Ensures all KPIs are met or exceeded. Problem solve for KPIs that need improvement.• Develops tactics and action plans to drive schedule adherence based on centralized team monitoring.• Continually work to ensure clients are receiving superior quality performance and that all quality guidelines/KPI’s are being met or exceeded.• Completes online agent evaluation forms highlighting achievements and identifying areas of needed improvement, to be utilized by agents as well as internal staff. Review evaluations with agents, providing suggestions for improvement in a positive manner. Maintain related information in Agent Tracking System.• Coordinates delivery of additional formal instruction with Education team and communicate feedback directly with Program Success Manager/Director as necessary. Suggest project preparation enhancements to Education team based on results of performance monitoring.• Develops and implement new programs when needed, which may include Quality/KPI Recognition awards or programs. Help to manage and maintain any quality or KPI contests for agents.

• Operations lead for corporate travel consultants ensuring white-glove service delivery. • Mentor, guide and teach consultants fundamentals of a fast-paced travel industry.• Responsible for creating and executing successful GDS-based training. • Research, provide feedback and identify next-steps with both consultants and clients on agent errors and debit memos. • Real-time monitoring, analyzing and reporting of interval call KPI results while identifying agent-level and routing trends, proficiency and areas of opportunity.

• Answer customer telephone calls regarding existing accounts.• Make requested policy and account changes.• Respond to questions and concerns about service, and escalate calls appropriately.• Consult with customers to evaluate needs and determine best options.• Counsel customers on options for corporate travel needs.• Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns.