Amber Wallin
Las Vegas,NV
Summary
With over 20 years of experience, consistently delivering exceptional customer experiences by prioritizing loyalty, retention, and service quality. Track record speaks for itself, successfully building and maintaining strong relationships with clients, resulting in increased customer satisfaction and repeat business. Dedicated to providing top-notch service and exceeding customer expectations, always striving to go above and beyond to ensure their needs are met.
Overview
18
18
years of professional experience
Work History
Traveler Service Manager II
Expedia Group
10.2019 - Current
- I currently manage a virtual team that works directly with Senior Executive staff including the CEO that receives traveler escalations directly on their experience with any of Expedia’s brands
- An agent level team works directly with the customer to resolve while I ensure that Expedia's toughest and most visible issues impacting our Travelers are investigated to identify and solve prevention opportunities to enhance our website, tools, content, product, traveler experience along with polices and processes and agent effectiveness
- Once prevent opportunities are investigated and stakeholders are involved a detailed summary is sent to a large executive audience with what happened, areas of opportunities, what was done to correct the issues, how many travelers were impacted along with financial impact
- A detailed report of each issue that is reported is sent to a large audience weekly with root cause issue and visibility to why customers are not getting first call resolution and the reason they had to escalate to higher levels.
Tier 3 Customer Service Manager
Expedia Group
03.2014 - 10.2019
- Engaged and inspired team to meet and exceed all call center goals
- Served as a trusted resource and role model, embodying the company’s expectations for unparalleled customer service
- Conveyed technical information, policies, and procedural updates to team members with clarity and precision to ensure total compliance
- Analyzed call center metrics to effectively measure progress and communicated recommendations to senior management along with presenting monthly business reviews.
Tier 3 Customer Service Supervisor
Expedia Group
04.2006 - 03.2019
- Coordinated with peers and management to ensure adherence with quality, deadlines, employee relations, and department procedures
- Recommended hiring and promotion of contact center staff based on performance
- Planned schedules and delegated assignments in alignment with team member capabilities
- Carried out evaluations on a regular basis, initiated disciplinary actions, and designed improvement plans to help team accomplish goals
- Worked in various buckets of the department launching social media, Executive Escalations, Third party partners with legal and Better Business Bureau) to create structure, Standard Operating Procedures.
customer operations manager
Egencia LLC (Expedia Group Company)
05.2010 - 08.2011
- Coordinated with peers and management to ensure adherence with quality, deadlines, employee relations, and department procedures
- Recommended hiring and promotion of contact center staff based on performance
- Planned schedules and delegated assignments in alignment with team member capabilities
- Carried out evaluations on a regular basis, initiated disciplinary actions, and designed improvement plans to help team accomplish goals.
Education
High School Diploma -
Durango High School
Las VegasSkills
- Call Center Operations Management
- Virtual Employee Management
- Performance and People Management
- Procedure Planning & Implementation
- Strong Communication Skills
- Results-Oriented Mindset
- Relationship Building
- Recruiting and Hiring Certified
- Quality Assurance Management
- Cross functional team leadership
- Process Improvement Initiatives and implementing solutions
- Stakeholder Management
- Conflict Management & Resolution/Identifying Opportunities
- Team Building and Motivation
- Team Leadership
- Multitasking and Organization
- Problem-Solving
- Reliable and Responsible
Timeline
Traveler Service Manager II
Expedia Group
10.2019 - Current
Tier 3 Customer Service Manager
Expedia Group
03.2014 - 10.2019
customer operations manager
Egencia LLC (Expedia Group Company)
05.2010 - 08.2011
Tier 3 Customer Service Supervisor
Expedia Group
04.2006 - 03.2019
High School Diploma -
Durango High School