Convert simple phone and email answering procedures into a comprehensive customer service program involving inbound and outbound calls, e-mails and web based live chat answering systems.Develop and documented efficient and engaging customer service processes.Recruit and train new customer service staff and management.Develop a comprehensive Quality Assurance program to ensure satisfaction in every guest interaction utilizing call recordings, chat logs and guest feedback.Work directly with housekeeping, maintenance and information technology teams to ensure timely response to guest issues.

Processed orders for customers.Processed refunds and order errors.Managed email box and numerous responses daily to customers.Managed a staff of 6-10.Updated Marketing and Communication via Facebook.Wrote and processed blog information regarding electronic cigarettes.Responded to high profile customers via email.Contacted and processed orders from several different vendors.

Processed orders for customers.Processed refunds and order errors.Managed email box and numerous responses daily to customers.Managed a staff of 6-10.Updated Marketing and Communication via Facebook.Wrote and processed blog information regarding electronic cigarettes.Responded to high profile customers via email.Contacted and processed orders from several different vendors

Trained new hire customer service agents for numerous client projects spanning many different industries from healthcare to luxury car maintenance.Created and updated training manuals for each client project, which were used globally to train agents at locations in the Philippines, Canada, Mexico and the United States. Worked with the quality assurance team to review agent performance and direct new management and training procedures.Created Accelerated Learning techniques and incentives for new hires and existing agents.Worked with management to conduct performance and quality reviews with agents and teams to meet client expectations.