Geisha Naumann
Fort Worth,TX
Summary
To put forth my knowledge with the intent to secure a professional career that includes the opportunity for challenges along with career advancements while gaining knowledge of new skills and expertise.
Overview
8
8
years of professional experience
Work History
Service Center Manager
Virtuoso
05.2022 - Current
- Enhanced team performance by providing regular training and development opportunities.
- Use insights and analytics to identify department improvements and develop recommendations to share
- Monitor contact volume trends and channels, identifying and developing process and performance improvements
- Strong understanding of customer service best practices and real time and historical reporting metrics
- Work with upper management to improve KPIs, management of operations applications, performance monitoring/QA, and employee leadership and coaching
- Provides quality customer service including answering inquiries and effectively handling customer complaints
- Triages Service Center CRM queue, identifying high priority requests/issues and case escalations, and routing tickets to appropriate teams and individuals
- Training new employees and conducting ongoing training for all Service Center Staff
- Oversee production reports team and ensures that all reports are loaded in a timely manner
- Ensures that all onsite invoice requests are submitted to the accounting team
Service Center Supervisor
Virtuoso
02.2021 - 05.2022
- Perform all duties of the Service Center Agent position
- Assist with organizing and assigning project work to Service Center Team
- Collaborated with other departments on cross-functional projects, improving overall company operations.
- Implemented ongoing training programs for service center employees to update their skills and knowledge.
- Recruited hired, trained, developed, coached, and mentored service center employees to achieve peak performance levels.
- Monitor team member work for quality assurance
- Assist with production reports
Service Center Agent
Virtuoso
02.2018 - 02.2021
- Enhanced customer satisfaction by providing timely and accurate information on services, products, and policies.
- Reduced call wait times by efficiently addressing customer inquiries and resolving issues in a timely manner.
- Increased customer retention by delivering exceptional service and promptly resolving complaints or concerns.
- Execute Tier 1 troubleshooting steps to provide first call resolution when possible.
- Work request queue cases in a timely, efficient, and thorough manner ensuring complete documentation of troubleshooting, reproduction steps, plus any measures taken toward resolution.
- Provided personalized support for each client, demonstrating empathy and understanding while addressing their specific needs.
- Assisted in cross-functional training initiatives, sharing expertise with colleagues to enhance overall team performance.
Corporate Travel Consultant
BCD Travel
01.2016 - 01.2018
- Book corporate travel for various accounts
- Assisted with air, car, and hotel reservations
- Daily use of Turbo Sabre
- Assist with exchanges and Phase IV bookings.
- Developed strong relationships with suppliers to maintain high levels of service quality and support, benefiting both the company and clients.
- Managed complex international travel arrangements, ensuring smooth and seamless experiences for business travelers.
Education
Associates Degree -
Tarrant County College
Fort Worth01.2014
Skills
- Excellent Customer Service Skills
- Active Listening Skills
- Conflict Resolution
- CRM (Zoho)
- Empathetic and Courteous
- Detail Oriented
- Excel
- Word
Certification
Languages
English
Native or Bilingual
Norwegian
Limited Working
Timeline
Service Center Manager
Virtuoso
05.2022 - Current
Service Center Supervisor
Virtuoso
02.2021 - 05.2022
Service Center Agent
Virtuoso
02.2018 - 02.2021
Corporate Travel Consultant
BCD Travel
01.2016 - 01.2018
Associates Degree -
Tarrant County College
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