Christiana Toland
Mogul Marketing
15615 Blue Ash Dr Houston ,TX
26
years of professional experience
Dynamic professional with a proven track record at Pubsco Inc., excelling in customer service and performance management. Expert in coaching and mentoring teams to enhance productivity and resolve complex issues. Skilled in call monitoring and data entry, driving high-quality service levels and fostering employee engagement to achieve outstanding results.
Work History
Booking Agent
1 Year 8 Months- Coordinated booking schedules and maintained accurate calendar availability for clients and talent
- Communicated appointment details clearly to confirm dates, times, and location requirements
- Managed incoming booking requests and routed inquiries to appropriate team members
- Updated client records and booking notes in CRM systems for accurate follow-up
Supervisor
24 Years 2 Months- Supervised daily team activities to maintain workflow consistency and service
- Monitored staff performance and provided coaching to improve productivity and accuracy.
- Supervised call center agents to maintain service quality, adherence, and daily workflow consistency.
- Coached team members on call handling, de-escalation, and customer
- Resolved escalated customer issues and provided clear direction for difficult service situations.
- Trained new hires on phone systems, policies, and call center procedures.
- Coordinated schedule coverage and break management to support
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity
Education
Bachelor of Arts - Psychology
Skills
Customer service
Interpersonal awareness
Passenger assistance
Performance management
Complaint resolution
Call monitoring
Coaching and mentoring
Qualitative research
Quantitative research
Call center processes
Data entry
Timeline
Booking Agent
Mogul Marketing
01.2025 - 09.2026Read More
Supervisor
Pubsco Inc.
10.2000 - 12.2024Read More
Houston Christian University
Bachelor of Arts from Psychology
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