• Ensured client satisfaction and teams are providing ideal customer service to World Travel Inc.’s valued clients.• Developed and implemented service performance enhancement plans. • Worked with team managers to ensure all company standard operating procedures were being followed and measured.• Measured and reported team’s overall performance using monthly and quarterly service metrics to guarantee optimal performance results.• Exhibited strong leadership to attract, motivate, and inspire team members.• Addressed escalated client issues and worked with teams throughout World Travel Inc. to refine client solutions.• Continuously reviewed the operation by team and manager and coached team members on process improvement.• Updated and implemented operational team workflows to ensure end-to-end reservation fulfillment was quick, efficient and error free.• Assessed and determined best operational methods for clients based on account-specific goals.• Participated with new account implementation process to ensure new business had a successful “go live”.• Accomplishments:o Led the key performance indicator (KPI) enhancement and implementation project throughout the operations organization.o Optimized the Hotel Pay Team’s daily assignment process by implementing an agent database/dashboard solution that allowed management visibility to agent productivity

• Managed global call center teams (Orlando, Beijing, Hong Kong) across 5 separate travel functional areas: Activities, Flights, Cruises, Fraud Prevention, and Corporate Travel.• Supported over 60K suppliers and customers, such as: American Airlines, Priceline, Emirates Airlines, and Expedia.• Responsible for developing and maintaining all client processes.• Ensured quality, audit, and control standards through the development of effective team standards, policies, procedures, and training programs.• Drove progressive operational efficiency through aggressive KPI management and evolving standard operating procedures.• Delivered analysis and insights by employing a variety of business intelligence tools to identify, extract and examine metrics/KPI trends.• Resolved complex escalations to ensure customer satisfaction. • Identified staff knowledge gaps and inaccuracies to ensure exceptional service standards were met.• Presented weekly performance reports to business stakeholders.• Developed, coached, and trained using situational leadership.Accomplishments:• Improved call quality standards resulting in 40% reduction of repeat calls and a 20% improvement in customer hold times.• Lowered order fulfillment times by 85% by optimizing and automating processes.• Reduced chargeback’s and fraudulent activities through data and geographical trend analysis. • Led Tourico Holidays/Hotelbeds’ merger alignment of processes and functional teams to drive goals, vision, and objectives.

• Grew a high volume, fast pace, global call center team (Orlando, Beijing, and Hong Kong) to over 150 agents, 7 supervisors and 10 team leads.• Motivated team to meet or exceeds customer’s expectations while achieving business goals.• Ensured delivery of KPIs by supervisors, including achieving service levels.• Maintained client relations and processes using weekly calibration.• Remediated escalations and determined proper resolutions.• Coached supervisors and team leaders for performance; regularly reviewed procedures, processes and guidelines.• Worked closely with Sales Teams to on-board new clients.• Interviewed, hired, scheduled, rewarded, and terminated.Accomplishments:• Significantly improved team performance through analysis of KPI reports which enhanced response times on phone, email, and chat. • Introduced training programs that enhanced performance and helped construct a more products knowledgeable and motivated workforce.• Drove average speed answer time from over 1 minute to 80% of phone calls in 20 seconds or less.

• Oversaw daily operations of 30+ agents for a 24/7 global call center providing client sales and support for business-to-business (B2B) and business-to-customer (B2C) markets.• Addressed customer escalations and ensured expectations were exceeded.• Ensured agents followed processes and met daily, weekly, and monthly goals.• Delivered training for introduction of new policies, processes, and suppliers.• Carried out performance reviews utilizing key metrics to ensure key performance indicator goals were being met.• Performed team development, coaching, special recognition, and discipline.• Coordinated team promotions, policy changes, and announcements.

• Consistently exceeded expectations and received high customer satisfaction ratings while performing daily responsibilities; which included all aspects of amendments, cancellations, special requests, and relocations.• Frequently worked under pressure, adapted to changing situations, and multitasked while continuously meeting team and personal KPI goals.• Provided solutions to complex problems and issues in a timely and professional manner for clients. • Promoted to Supervisor after less than 6 months due to outstanding performance.