Qualified Customer Service Team Leader offering a record of successful job performance, proven problem solving ability and experience developing and implementing innovative solutions.
Lead team members in meeting or exceeding the corporate target for customer satisfaction for 6 months in a row. Monitored staff performance through monthly meetings to review quality assurance through recorded calls. Helped establish the new Spanish-speaking team for the expansion of inbound calls from South America. Coordinated its development with the Dubai and Bombay call centers. Established strong communications among new emerging markets in Chile, Peru, Mexico and Argentina.
Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. Maintained up-to-date records at all times. Developed effective relationships with all call center departments through clear communication. Made reasonable procedure exceptions to accommodate unusual customer requests. Provided accurate and appropriate information in response to customer inquiries. Assisted in the interviewing process for hiring bi-lingual English/Spanish candidates for the expansion of the South American market.
Maintained and updated patients medical history. Coordinated advertising for the newly expanded practice in both print and media.
Preparation of lesson plans and activities in Italian for elementary through middle school grades.
Handled all aspects of individual and group ticketing including reporting sales, refunds and debits. Resolved customer complaints related to baggage and ticket loss. Collected outstanding payments through ARC for Agency Debit Memos. Mentored new employees post-training.
Coursework in Business Development in addition to Italian, Spanish and French languages.
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