• Responsible for ensuring that agents know their areas of opportunity and how to better their interactions to ensure customer satisfaction. •In charge of auditing tickets, ensuring that all agents are assisting users, completing requests as per requirements, and following all client’s guidelines.• In charge of sending Daily/weekly reports with negative & positive findings that could help improve internal and external processes.

• Assist VP of operations to make sure all processes were being followed as needed.• Ensure that all departments were completing tasks in a timely manner.• Establish communication with Sponsors and/or vendors when required.• Assist in the preparation of regularly scheduled reports & manage staff appointments

• Supervise QA team, to ensure that all interactions were being scored as per client’s policies andexpectations.• Provide verbal and/or written feedback to Quality Manager and/or upper management.• Use Call Center tools to gather data and analyze trends or patterns affecting quality standards.• Collaborate with quality team members to identify and streamline processes and implement process standards that enhance service delivery and customer experience.

• Analyze/Audit agent interactions, to identify areas of service delivery that did not meet pre-established performance standards.• Provide structured and timely recommendations; verbal and/or written feedbackto Quality Manager and/or Call Center operations.• Collaborate with call quality team members to identify and streamline processesand implement process standards that enhance service delivery and the customerexperience.

• Serve as a communication bridge between clients and catering services.Help clients and caterers with any questions, concerns, or changes regarding their accounts

• Assist customer with placing or replacing orders if required.• Responsible of performing check-ins and check-outs.• Attend to guest’s requirements, to satisfy their needs in an efficient manner.• In charge of creating the Hotel’s newsletter, making sure it had all the correctinformation and that it information and that it was properly distributed.• Provide direct support to guests in the case of accidents or robbery.• In charge of making reservations and provide information to the guests regardingtourism, restaurant, and bars around the area.

• Assist clients with their accounts and online inquiries.• Assist possible prospects in finding the correct schools for them to continue or startthe education.