Jean Adams
Call Center Management
Riverview,FL
Summary
A highly skilled management professional with broad analytical and coaching experience. Top Sales performer with excellent customer service, strong organizational skills, and an energetic attitude. Proficient with Microsoft Office Suite, and multiple CRM platforms. Robust background with call center strategy, project management, change management, driving performance, building effective teams, and team member engagement.
Overview
21
21
years of professional experience
Work History
Manager, Reservation Sales
Hilton Hotels Corporation
Dallas, TX
01.2005 - 12.2020
- Responsible for the management, productivity and motivation of up to 17 direct reports, with teams of up to 30 Agents each.
- Performed auditing, coaching and feedback sessions to ensure customer satisfaction and quality standards were exceeded.
- Drove performance based on individual, team, and center KPI's.
- Performed monthly, quarterly and annual performance evaluations, facilitated disciplinary issue resolution, and created and followed up with action plans as needed.
- Coached, mentored, and developed top performers for succession planing and to aid in their professional growth and job satisfaction.
- Developed effective relationships with all call center departments through clear communication.
- Created programs and promotions to keep team members engaged and morale high.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
Development Coach
Hilton Hotels Corporation
Tampa, FL
01.2001 - 01.2005
- Coached and developed up to 35 direct reports to achieve and exceed KPI's
- Conducted training for operations.
- Handled complaint escalations and issue resolution
- Succeeded in coaching below average performers to become top performers by determining each individual's difficulty and appropriate action plan and monitoring performance.
Customer Service Representative
Hilton Hotels Corporation
Tampa, FL
02.2000 - 01.2001
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services and company information.
- Answered product and service questions, suggesting other offerings to attract potential customers.
Education
Bachelor of Arts -
Penn State University
Skills
Manage Remote and On-Site teams
Leadership
Strategic Planning
Project Management
Operations Management
Coaching
Creative and Critical Thinking Skills
Active Listening and Employee Advocacy
Team Building
Mentoring
Driving Performance
CRM Management
Team Member Engagement
Verbal and Written Communication
Affiliations
Board Affiliate International Association of Reservation Executives
Timeline
Manager, Reservation Sales
Hilton Hotels Corporation
01.2005 - 12.2020
Development Coach
Hilton Hotels Corporation
01.2001 - 01.2005
Customer Service Representative
Hilton Hotels Corporation
02.2000 - 01.2001
Bachelor of Arts -
Penn State University