Alexandra Brown
Las Vegas,NV
Summary
I am a highly engaged supervisor with expertise in employee management, training, and group leadership. Great at motivating teams as well as preparing them for promotion. Maintains strict performance standards with successful monitoring strategies. Dedicated to accuracy and customer satisfaction. Oversees projects and supervises daily operations of team to maintain performance and motivation. Hardworking professional responds well in high-pressure situations and quickly de-escalates conflict. Great at prepping for any any possible issues with a resolution in place should it be needed.
Overview
14
14
years of professional experience
Work History
Sr Team Leader
Telus International
10.2022 - 04.2024
- Supervised 50+ Team Leaders and Lead Counselors, giving feedback on performance and setting goals for improvement
- Organized schedules and daily assignments for a team of over 350 team members, leveraging individual knowledge, and strengths to maximize team success
- Contributed to successful quality control initiatives and implemented new strategies to improve the success of overall performance
- Carried out supervisory activities as outlined in organizational policies
- Reported on team performance to upper management on a weekly basis and providing solutions on improvement where needed
- Fostered positive work environment to encourage productivity
- Lead mitigating and resolving issues by analyzing situation and implementing appropriate solutions
- Created and led training for Lead Counselor teams and provided ongoing support
- Assisted multiple Operation Managers in providing resolutions for the success of improved performance year after year.
Team Leader
Telus International
09.2018 - 10.2022
- Spearheaded and trained Lead Travel Counselors for new projects of 3 different departments that included over 75 team members which included an escalation team, front line reservations team and mentoring lead travel counselors training to become Team Leaders.
- Handled large and complex data to analyze business operations and needs
- Organized data and documentation to support accurate business forecasting
- Facilitated regular meetings to discuss progress, challenges, and solutions
- Identified areas of improvement and implemented necessary changes
- Assisted in recruitment efforts by interviewing potential candidates
- Created and distributed monthly and annual reports to management regarding team performance
- Bolstered employee morale and performance of direct reports through clear and transparent communications
- Fostered positive work environment to encourage productivity
- Developed strong communication channels within team
- Managed 20+ team mentors and delegated tasks effectively, preparing them for promotion to lead travel counselors.
- Trained new employees and provided ongoing support
- Set clear expectations for team members regarding their responsibilities
- Implemented strategies to improve overall team efficiency.
Customer Experience Agent
Telus International
08.2016 - 09.2018
- Reviewed daily and weekly reports, identifying trends and opportunities to improve performance of front lime team members
- Analyzed data trends to identify opportunities for improvement in FLTM's providing first call resolution's to AMEX Platinum card members calling in to book their travel.
- Participated in regular weekly team meetings, sharing insights and best practices with Team Leaders.
- Developed relationships with key clients, maintaining ongoing communication and support
- Managed multiple roles simultaneously, prioritizing tasks as needed
- Training Lead Travel Counselors in Sabre and assisting Team Leaders with managing their teams as well as focusing on reviewing calls from FLTM's and providing other Team Leads with feedback regarding their Team
- Delivered exceptional support for questions and concerns regarding Sabre for Queue Support Specialists team which I spearheaded in creating the training material and following through with the training as well as support after that training
- Monitored quality and compliance through regular audits of customer journeys
- Helped management improve department and processes with real-time feedback
- Assessed customer needs and provided appropriate solutions
- Trained new team members on company policies and procedures
- Created detailed reports on customer interactions, highlighting successes and areas for improvement
- Analyzed call volume and average call time to monitor performance and productivity.
Global Sales Support
Viator by TripAdvisor
11.2015 - 08.2016
- Negotiated complex contracts with suppliers, partners, and customers in various countries
- Trained and mentored junior sales staff, fostering environment of continuous improvement
- Worked closely with product development teams to provide input on customer needs and preferences
- Managed correspondence between the sales team and our clients
- Monitored customer accounts and changes
- Used ZenDesk to action Supplier Issues
- Utilized Salesforce to communicate with account management and implementing new changes
- Used Salesforce Cloud to action supplier and customer service issues
- Utilized VRS systems to monitor bookings and addresses issues between the suppliers and customers
- Improved processes as the ground floor global support team for the company
- Developed and executed global sales strategies to increase revenue
- Built strong relationships with key clients to ensure long-term partnerships
- Streamlined internal processes to improve efficiency within sales department
- Resolved escalated customer issues promptly and professionally.
Customer Care Supervisor
Mokulele Airlines
11.2013 - 07.2016
- Monitored customer interactions across various channels phone, email, chat for quality assurance purposes
- Developed and implemented customer care policies and procedures
- Resolved escalated customer complaints in timely and professional manner
- Conducted regular team meetings to discuss goals, challenges, and opportunities for growth
- Created performance reports to evaluate team productivity and effectiveness
- Assisted with the interviews and hiring our reservations team when we brought our customer service office in-house
- Assisted our call center manager with any issues and resolutions regarding the day to day production of our call center
- Led the training and assisted with our website online chat when we first rolled it out to ensure proper support was being met in a timely fashion.
Call Center Lead
TC Kokua, LLC
11.2009 - 11.2013
- Booked reservations for numerous tour companies
- Lead contact between our call center and our client on 2 of our largest accounts
- Maintained call center volumes and making sure we had added coverage during our busier time and less staffing when it was slower
- Selling additional services by recognizing opportunities to up-sell accounts; explaining new features, promotions, additional benefits, etc
- Training New Hires
- Created positive work environment that fostered teamwork, motivation, and high levels of job satisfaction among employees
- Monitored real-time call center data to make staffing adjustments based on volume fluctuations
- Ensured adherence to confidentiality standards when handling sensitive customer data or discussing internal matters with staff members
- Ensured compliance with company policies, procedures, and guidelines regarding customer interactions.
Education
Certificate - Certified Travel Agent
Travel University International
Honolulu, Hawaii08.1992
General Studies -
Leilehua High School
Wahiawa, Hi05.1990
Skills
- Yellow Belt Certified
- Process Improvement
- Strategic Planning
- Team Development
- Organizational Skills
- Critical Thinking
- Analytical Thinking
- Leadership
- Performance Improvement
Timeline
Sr Team Leader
Telus International
10.2022 - 04.2024
Team Leader
Telus International
09.2018 - 10.2022
Customer Experience Agent
Telus International
08.2016 - 09.2018
Global Sales Support
Viator by TripAdvisor
11.2015 - 08.2016
Customer Care Supervisor
Mokulele Airlines
11.2013 - 07.2016
Call Center Lead
TC Kokua, LLC
11.2009 - 11.2013
Certificate - Certified Travel Agent
Travel University International
General Studies -
Leilehua High School