Responsible for managing operations of 100 plus agents by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

Managed and provided on site management on a vendor site by:• Trained and monitored the activities of the team to ensure they are in line with the company policy• Ensured that all customers needs are met and that they are 100% satisfied with provided service for increase patronage• Observed the teams effort towards the achievement of set goal and ensured effective feedback channel is maintained within the team• Participated in human resources efforts of interviewing, hiring, training and evaluating new recruits • Took escalated calls to ensure that all customers’ issues are resolved promptly for high satisfaction• Conducted client surveys, internal quality monitoring as well as adherence through weekly development • Developed effective communication between the company and customers for increased satisfaction

• Developed and maintained effective relationship with clients to ensure their continual loyalty• Worked with clients on various levels including financial, operations and organizational levels amongst others• Initiated various program plans that aimed to improve client’s patronage and influenced the team towards its achievement• Provided leadership roles to various cross-functional account teams and ensured they worked towards meeting clients targets• Monitored each team relationship with clients and management of various assigned accounts• Managed clients overall programs objectives and ensured effective feedback link between the clients and the organization• Recruited and trained the support teams and ensured they work in line with company’s standard • Analyzed clients’ feedback to determine ways to improve services to increase their satisfaction• Helped in evaluating trends in client satisfaction to determine support or action needed to adjust unfavorable trends

• Managed the general front office and operational function for the company• Handled all customers complaints and queries and ensured each issue is promptly attended to• Coordinated the scheduling, supervising and training of staff to ensure high productivity among staff• Welcomed guest especially VIP to the hotel and checked them in and out of the hotel• Helped the Front Office Manager to ensure optimum occupancy and average room rate for maximizing room revenue• Assigned the task of guest relation officer to ensure their pleasant stay in the hotel• Supervised food preparation in Café Plus Restaurant to ensure it met company’s standard as well as exceed guest satisfaction• Assisted Food and Beverage manager in cost control techniques and stock inventory• Supervised and trained staff to maximize and boost their level of performance

• Performed general waiting function including menu presentation, taking guest order and performing table service• Handled set up and breakdown of the dining room• Managed guest issues, complaint and problems to ensure positive resolution