Manger, Global Reservations Resume Example

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KristyMercado
Resume Received
Summary

Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.

Skills
  • Sales Techniques
  • Project management
  • Staff development
  • Marketing
  • Workforce Management
  • Research and analysis
  • Issue and conflict resolution
  • Customer satisfaction
  • Complex problem-solving
  • Salesforce Management
Experience
Manger, Global Reservations | 07/2016 to 07/2021
Company Name - City, State
  • Manged a billion dollar revenue generating call center of 83 agents and 4 supervisors.
  • Recruited and hired qualified candidates to fill open positions.
  • Assisted clients daily, providing exceptional service and effective problem-solving.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
  • Established and created training programs to enhance employee knowledge of best practices, resulting in improved customer satisfaction.
  • Trained reservations team of 80 to swiftly respond to phone/ email requests while maintaining the company SLA.
  • Evaluated operational trends and proactively adjusted strategies to maintain alignment between performance and objectives.
  • Demonstrated experience and understanding of call center metric, staffing and scheduling of 83 agents and 4 supervisors.
  • Monitor trends based on calls, issues and queries and make recommendations on how to improve the quality of service as well as agent productivity.
  • Monitored random calls to improve quality , minimize errors and track agent performance, to ensure that white glove service is provided every call.
  • Script development and training of sales technique to increase revenue and customer retention.
  • Provided direct supervision/management of all shift supervisors and agents, including hiring, coaching, training, disciplinary action and performance appraisals.
  • Developed and implemented policies and procedures that will improve service delivery and service quality.
  • Monitored of individual, team, and call center results to identify and act on both positive and negative performance trends to insure attainment pf revenue goals and performance targets.
  • Monitored service calls to observe employee demeanor, technical accuracy, and conformity to company policies.
  • Answered questions and recommended corrective services to address customer complaints.
  • Determined work procedures, prepared work schedules (WFAM), and expedited workflow .
  • Maintained harmony among workers and resolved grievances.
  • Managed difficult or emotional customer situations; responding promptly to customer needs (C-Level , entertainers, VIP, etc) , solicits customer feedback to improve service; responds to requests for service and assistance.
  • Recognized opportunities for the sales team ane assisted with developing new business.
  • Worked closely with travel agents for C-Level Executives, Entertainers, and business travel's.
Account Executive | 07/2015 to 07/2016
Company Name - City, State
  • Cultivated and developed customer relationships to enable sustained revenue growth.
  • Negotiated contracts, closed agreements and supported sales team in new product launches.
  • Prepared quotes for potential clients, upselling special packages and maintaining high levels of accuracy.
  • Drove new business development and client acquisition through cold calling, lead generation and exceptional service.
  • Acquired new business and drove revenue streams by providing cutting-edge services to clients.
  • Maintained updated knowledge of changing industry, standards and trends related to accounts.
  • Updated account plans based on changing markets, customer conditions and competitor activity.
  • Input customer order details into system, accepted payments and updated accounts.
  • Tracked sales and customer information and produced reports for upper management.
  • Contacted customers about account or information issues, alerting clients of changes for excellent customer service.
  • Developed new business opportunities through client consultation and subcontractor referrals for turn-key services.
  • Identified and achieved standards and expectations, consistently exceeding sales goals.
  • Identified lucrative leads, built relationships with new clients and upsold services, increasing business development.
  • Developed and delivered new business requisitions through business-to-business sales and trade shows.
Customer Care Manager | 08/2014 to 07/2016
Company Name - City, State
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Oversaw addressing of customer requests for friendly, knowledgeable service and support.
  • Implemented customer service process improvements to limit wait times.
  • Revised department schedules to maximize coverage during peak hours.
  • Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.
  • Reduced process lags and trained 6 employees on product knowledge and sales techniques while managing staff to ensure optimal productivity.
  • Directed 6 enterprise customer support team members and leveraged data analytics to identify areas of improvement and accountability.
  • Provided exemplary level of service to customers to extend relationships for future business opportunities.
  • Built strong relationships with clients to maintain loyalty and promote efficient operations.
  • Maintained detailed knowledge of customer service initiatives to uphold high standards of service quality.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Drove customer escalations to resolution by engaging directly with clients.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Cultivated long-term relationships with clients to accurately quote pricing and terms that achieve customer objectives.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Created and sustained positive team environment, displaying high levels of motivation and excellent morale.
  • Qualified potential customers, identified needs and troubleshot and solved customer issues to foster best customer service experience.
  • Addressed inquiries from clients and relationship management department team members.
  • Developed customer service procedures, policies and standards for customer service department.
  • Communicated courteously with customers by telephone, email and face to face.
  • Investigated and resolved client issues escalated by customer service representatives.
  • Confirmed all customer inquiries are satisfactorily managed, resolved and closed within 24 hours.
  • Drafted monthly summaries to review level of client participation and identify targets for follow-up calls.
  • Interviewed, trained and supervised customer service personnel.
  • Supervised team of 6 customer service and front-line personnel, meeting needs of more than 100 customers per day.
Assistant Buyer | 11/2007 to 06/2011
Company Name - City, State
  • Kept inventory within ideal minimum and maximum levels with skilled management.
  • Tracked key purchasing metrics and reported findings to supervisors for review.
  • Entered new purchase orders to keep records updated.
  • Prepared agreements by organizing paperwork and establishing supplier requirements such as delivery schedules.
  • Vetted suppliers' prices, quality and delivery speed to help select optimal vendors.
  • Determined reasonable prices for goods by evaluating pricing proposals and financial reports.
  • Worked closely with managers to plan special buys.
  • Researched competitors and sourced new vendors.
  • Documented purchasing activities, inventory reports and department records.
  • Analyzed sales trends to maximize sales potential.
  • Tracked and approved procurement plans and inventory levels.
  • Assessed trends and inventory usage to provide maximum product coverage for different time frames.
  • Performed detailed reviewed of high and low-performing products.
Account Executive | 10/2001 to 10/2007
Company Name - City, State
  • Cultivated and developed customer relationships to enable sustained revenue growth.
  • Managed budget forecasting, goal setting and performance reporting for all accounts.
  • Drove new business development and client acquisition through cold calling, lead generation and exceptional service.
  • Acquired new business and drove revenue streams by providing cutting-edge services to clients.
  • Made actionable and insightful recommendations for new products, extensions or enhancements.
  • Maintained updated knowledge of changing industry, standards and trends related to accounts.
  • Updated account plans based on changing markets, customer conditions and competitor activity.
  • Input customer order details into system, accepted payments and updated accounts.
  • Tracked sales and customer information and produced reports for upper management.
  • Contacted customers about account or information issues, alerting clients of changes for excellent customer service.
  • Developed new business opportunities through client consultation and subcontractor referrals for turn-key services.
  • Identified lucrative leads, built relationships with new clients and upsold services, increasing business development.
  • Developed and delivered new business requisitions through business-to-business sales and trade shows.
Education and Training
Johnson & Wales University - City, State
Associate of Science
Fashion Merchandising, 03/2001
Johnson & Wales University - City, State
Bachelor of Science
Retail Marketing And Management , 08/2001

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Resume Overview

School Attended

  • Johnson & Wales University

Job Titles Held:

  • Manger, Global Reservations
  • Account Executive
  • Customer Care Manager
  • Assistant Buyer

Degrees

  • Associate of Science
    Bachelor of Science

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