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 • 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 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 leading the effort to develop creative approaches to problem solving and ensuring quality deliverableso Collaborated with… Show more 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 leading the effort to develop creative approaches to problem solving and ensuring quality deliverableso Collaborated with internal Service Delivery Teams to optimize customer service programs and client service operationso Ensured business unit was meeting or exceeding target metrics, report progress on initiatives to business and remediation plans as neededo Collaborated with Account Management teams to enhance support, client needs and solve problemso Challenged ideas and processes no longer serving the client or business identifying new solutions for getting things doneo Championed change and defined strategy for the business from a short and long term perspectiveo Hired, trained and developed within organizationo Ran reports and negotiated priorities with partner team to ensure resources are available Show less

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 promote process standardization prior to launch. Analyzed and diagnosed performance issues at the account and/or the customer call center… Show more 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 promote process standardization prior to launch. Analyzed and diagnosed performance issues at the account and/or the customer call center line-of business (LOB) for all GCS metrics. Provided proactive information and solutions to account management teams and leadership to enhance client/portfolio performance. Set and managed clear expectations for GCS outcomes with stakeholders. This included customer facing interactions (both internal and external), using effective communication, project management and B2B customer lifecycle knowledge. Built and maintained relationships with account management teams, call center teams, and internal teams in order to collaborate, influence, and effectively drive improvement performance initiatives. Wrote, edited and delivered specialized account training. Training included delivery to teams and individual travel consultants in a virtual work from home setting. Contributed to travel consultant knowledge-base articles. Reduced customer churn and enhanced revenue opportunities in support of business growth and profitability. Interfaced with internal/external customers, clients and present Egencia products and services with professional demeanor. Show less

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 hired on for the Egencia ramp. Gave direction to the vendor to up-train 4 domestic consultants to international to meet the needs to the… Show more 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 hired on for the Egencia ramp. Gave direction to the vendor to up-train 4 domestic consultants to international to meet the needs to the Small Agent Team demands. Participated in all Traveler Experience Alignment (TEA) sessions to ensure customer quality was achieved. Provided direction to vendor management on how to dispute customer dissatisfaction results (DSAT) to ensure the center’s quality scores were accurate. Show less

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 resolve any problems. Effectively manage resources and workflow to ensure service guidelines are met and maintained. Monitor productivity… Show more 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 resolve any problems. Effectively manage resources and workflow to ensure service guidelines are met and maintained. Monitor productivity and utilization of appropriate vendors to enhance preferred vendor relationships. Understand client travel policies. Understand, implement and maintain Egencia policies and procedures. Provide coaching and mentorship to GSC team as needed. Show less

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 from our agents. Made cost effective business decisions on behalf of the customer and ECT.

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.