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.

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.

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 personnel including profile resets, workstation troubleshooting, remote terminal troubleshooting, and VoIP phone installation.

• 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. • Maintains any certifications the company requires of management through continuing education and/or advanced training.

• 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.

▪ 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▪ Work with software developer to streamline software layout and monthly updates▪ Conduct weekly conference call with developers to review suggestions/concerns from end users▪ Conduct routine testing of software using Apple hardware (iPad) along with Google, Windows & Blackberry platforms▪ Approve all credit transactions over employee threshold for priority customer escalations.▪ Serve as liaison between sales, state marketing, finance and executive leadership teams regarding Sales Operations.▪ Act as the liaison between the business and technical teams to articulate business needs and system capabilities.▪ Manage relationship with 3rd party call center who handles all order entry for Florida sales teams (400+ team members)▪ Maintain third-party personnel budget by closely managing time, attendance, and staff schedule.▪ Construct reports for senior management and deliver presentations to leadership on as needed basis.▪ Review new application/procedures, provide regular feedback, and develop and lead webinar training and meetings to create a cohesive approach to staff communications throughout the region.

▪ 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▪ Examines records including invoices, subscriber account history, remedy tickets, trouble ticketing systems, and related documentation▪ Process all written communication on the behalf of the Sales Operations department for the Florida Region▪ Review daily report of statistically data regarding 3rd party order entry team and report results to Sales Operations Manager.

▪ 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▪ Follow up and make scheduled call backs to customers where necessary▪ Identify and escalate priority issues per Client specifications▪ Test fixes to ensure problem has been adequately resolved.▪ Record, track, and document the help desk request problem-solving process including all successful and unsuccessful decisions made, and actions taken through to the final resolution.

▪ 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.▪ Assist customers with various membership needs, such as membership card request, literature fulfillment or general information during times of high call volume.▪ Coordinated, monitored and tracked deliverables to ensure timely delivery of accurate activity reports.▪ Interact with company leadership, clients, senior quality personnel, and staff in order to assist them in utilizing internal workplace applications/resources so that quality standards are established and upheld in all departments.▪ Traveled to satellite location in Pennsylvania to establish new Quality Assurance department in preparation for launch of new call center site.