As a supervisor I supported and managed a team of 45 Customer Care Multilingual Specialists while they provided superior customer service to all; prospects, third party, partner, affiliate, hotel guests and 41 different traditional deeded owners contracts, and members through telephone and email point of contacts within the Yield Management division for Europe, Continental US, Hawaii, Caribbean, Canada & Mexico. Processing weekly payroll, auditing and/or entering zero rates and automation failed reservations, pulled, scored and monitored quality assurance calls. Assigning /maintaining schedules and interaction statuses based on call demand/trending while ensuring optimal coverage. Managing daily production, leading and motivating team to meet and exceed weekly, monthly, quarterly yearly quotas and regional and departmental objectives and goals in; revenue, budgets, attendance, abandonment rates and quality assurance, while maintaining the highest service standards per our owners and guest expectations. Additionally, responsible for local hiring and disciplinary actions as well as training new implementations and new hires classes. Ensured regulatory compliance with federal guidelines as related to Do Not Call List and PCI.