Terri Vonmaluski Email & Phone Number

Mankato, MN, US

• Manage a team of 25 phone/email/chat agents ensuring they provide excellent service by monitoring performance trends: SLAs, quality, and error metrics
• On-going assessment of configuration, team assignments, hours of operation to ensure client needs are met
• Responsible in creating new and enhanced process for customer service issues using Salesforce case data to provide client and operational reporting
• Partner with Sales, Client Success and Customer Experience to understand… Show more
• Partner with Sales, Client Success and Customer Experience to understand client culture, traveler types and service expectations Show less

o Managed a team of Client Service Managers in NA and APAC whose responsibility is to deliver change into the virtual and non-virtual contact center organizationo Managed risk and led recovery efforts as it related to client’s customer service experienceo Created vision and strategy to continually improve business processeso Supported business needs by.

Virtual

Provided implementation and post-implementation operations support for complex global accounts by identifying at risk processes, drove towards process consistency and champion scalability for the customer service organization. Assisted with new client implementations as needed to support GCS initiatives, diagnosed complex service needs of large clients and.

Virtual

Partnered with key vendor management on day to day tasks associated to successful service delivery. Handled a successful launch of the Avaya transition by working with our IDO team. Re-aligned Small Agent Teams which improved Service Levels, Max Delays and Account confidence. Partnered with the vendor’s HR department in ensuring experienced agents were.

Virtual

Promote and maintain excellent client and partner relations by ensuring prompt and accurate response times are met and maintained. Make cost effective business decisions on behalf of Egencia and its clients. Provide support to other consultants as needed. Act as thefirst point of contact for the client regarding all travel related inquiries; research and.

Arlington, TX

Handled escalated customer service issues by researching and resolving the problems. Managed quality queues in the Sabre/Worldspan GDS system. Answered tier two line, which dealt with format and procedural questions from agents in handling of complicated calls. Maintained CMS. Monitored random phone calls to ensure professionalism and good customer service.

Arlington, TX

Assisted executive travelers with online navigational support, as well as, arranged air, car and hotel bookings for both domestic and international reservations. Went above and beyond assisting executive travelers to ensure customer satisfaction. Researched and solved any client issue related to the account or reservation.