Travis Mccarthy Email & Phone Number

Plantation, Florida, United States

Plantation, FL

Oversee training and quality, contact center & fulfillment center, while maintaining company KPIs and expanding efficiencies in all departments. Work in tandem with department heads to construct company training curriculum for use during on-boarding process.

Plantation, FL

Liaison between client management and company to leadership to communicate challenges and effectively construct solutions for mutual benefit. Oversee all customer service departments including contact center and fulfillment center. Handle all staffing needs for both departments including onboard and training.

Plantation, FL

Oversee contact center and administer quality assurance. Not limited to monitoring contact center agents and conducting routine coaching and development sessions. Responsible for administering annual company wide training and development. Serve as company representative at industry trade shows and conferences. Assist with Tier 1 & 2 IT requests from.

Plantation, FL

• Oversee the administration and management of call center.
• Conduct coaching and training with call center agents to ensure utilization of sales techniques and continued exceptional customer service to our travel agency partners and their clients.
• Support customer service and order processing departments in various administrative tasks.
• Meets with management to report the progress of entire team.
• Provides helpful feedback and positive communication to motivate call center agents.
• Makes sure agents participate in continuing education to maintain any required certifications.

Sunrise, FL

• Process all incoming web and phone orders within required time-frame
• Answer all incoming e-mail correspondences in multiple inboxes to company standards
• Communicate with any and all tour operators (domestic and foreign) via written correspondence or phone to finalize changes or cancellations.
• Work with multiple departments to rectify any internal issues preventing the confirmation of customer bookings including but not limited to Tour Maintenance, Tour Development & Call Center leadership.

West Palm Beach, Florida Area

• Identifying and evaluating employee training opportunities through weekly one-on-one meetings.
• Manage department owned email inbox and fulfill all incoming requests (100+ daily) within 48 hour period
• Serve as technical support contact for web based sales order entry software
• Create username/profile for new users
• Reset password/profile for existing users
• Troubleshoot connection/order entry issues with software

Davie/West Palm Beach, FL

• Develop documentation and training materials to educate internal business partners on products, processes and policies
• Approves transactions, evaluates opportunities, and make recommendations regarding project progress and future business opportunities
• Identify, implement and monitor Continuous Quality Improvements (CQI)
• Conduct bi-weekly conference call with Florida Sales Leadership to verify policies and procedures are being upheld
• Provide support to statewide sales teams to ensure customer satisfaction and work order accuracy
• Develop standardized training and materials for consistent statewide processes

Weston, FL

• Offer support to program users via phone, online chat, remote access and email
• Troubleshoot issues with company owned web template
• Enter issues into CRM ticketing system for tracking purposes
• Provide on-board training, and ongoing user training and support for client administrators
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms

Sunrise, FL

• Supervise team of 40 representatives and monitor phone, email, and postal correspondence.
• Administered bi-weekly call monitoring/calibration sessions with clients to ensure employees upheld quality standards.
• Build and maintained positive relationship with clients and all internal departments to effectively deliver service as outlined in the program objectives.
• Conduct weekly individual coaching sessions with representatives to ensure quality standards are being upheld
• Worked closely with operations team to document business requirements for daily, weekly, and monthly KPI business metrics.
• Updated the departmental training manual and new hire/on boarding process.