JEVON PITT

Responsible for the strategic planning and execution of all Call Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.
Responsible for improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics. actively contribute to the overall company operational targets as well as the daily business decisions.
Executes the vision for the operation insuring the Call Center meets customer and organization needs, continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.

• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients,
• Responsible for development and administration of annual department budget to attain business goals with operational stability,
• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting,
• Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,
• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center,
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,
• Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction,
• Manage and expand client and coworker relationships,
• Find and close new revenue opportunities within existing client base,
• Insure compliance with regulatory agency guidelines and standards.

• Accommodation Service
• System Support Synxis
• Opera
• Technical Management Sabre
• Revenue management, Key Responsibilities
• Manage a team of 15 to 25 agents assisting partners with navigating and trouble-shooting the booking.com Extranet
• Train, assist, and mentor new employees in the department;
• Provide team leadership to achieve identified performance metrics and targets; 1
• Through coaching and counseling sessions maintain and improve all areas of performance; productivity, quality and attendance;
• In collaboration with HR assist in the recruitment of new agents;
• Translate, implement and enforce company policies, procedures, and priorities;
• Work with workforce management tools and business tools to monitor calls and emails to ensure schedules are achieved;
• Conduct performance appraisals and feedback sessions as needed;
• Delegate identified tasks as appropriate;
• Handle reservations/partner escalations as needed;
• Assist Operations Manager Customer Service;
• Service hotel partners with process, inventory availability, rates, and special offers;
• Resolve complaints/issues for both hotels and customers; Perform quality processes; email, procedures, phone skills
• Support team through changing team dynamics and amendments to daily work responsibilities

• Train, assist, and mentor new employees in the department
• Provide team leadership to achieve identified performance metrics and targets
• Through coaching and counseling sessions maintain and improve all areas of performance; productivity, quality and attendance
• In collaboration with HR assist in the recruitment of new agents
• Translate, implement and enforce company policies, procedures, and priorities
• Work with workforce management tools and business tools to monitor calls and emails to ensure schedules are achieved
• Conduct performance appraisals and feedback sessions as needed
• Delegate identified tasks as appropriate
• Handle reservations/partner escalations as needed
• Assist Operations Manager Customer Service
• Service hotel partners with process, inventory availability, rates, and special offers
• Resolve complaints/issues for both hotels and customers
• Perform quality processes; email, procedures, phone skills
• Support team through changing team dynamics and amendments to daily work responsibilities

• Managing a team of 12 which are responsible for selling ultra-luxury service of 9 One&Only Resorts across the globe
• 2
• Responsible for designing training material and providing training to the staff to ensure 100% product knowledge and process efficiency
• Establishing and monitoring KPI that provide structure to the team make them more productive; setting team goals which are attainable
• Generating phone statistic report to measure call volume and gauge agent’s productivity; training team on the effective sales strategies such as how to build relations and how to close sale
• Creating and consolidating daily, weekly and monthly sales reports to track sales patterns; the same is reviewed in weekly meeting with directors
• Forecast and set annual sales targets based on the call volume, seasonality and budget
• Liaising with travel agents and tour operators locally and internationally to secure reservations and assisting clients in complicated situations
• Creating and updating departmental schedules to accommodate business needs by making staff most productive while keeping an eye on agent’s work life balance
• Responsible for consistent maintenance of consumer website for accuracy and content as well as sale performance with all 9 properties
• Assisted the Product Support and Revenue Management team in building rates and loading them into multiple distribution channels, maintain and troubleshoot the connectivity channels, and ensure that rates and policies are up to date with the OTA’s
• Considered the subject matter expert for Opera, Synxis (Sabre), HBSI, LMS, Avaya (CMS and EMC) systems
• Significant Achievements
• Successfully relocated contact center operations to Dubai with zero operational delays
• Attained zero revenue loss while relocating securing owner’s confidence
• Trained a completely new team with diverse nationalities on the process and procedures
• Designed “Standard Operating Procedures” for the business
• Played a key role in setting up new office in Sydney for management and operations
• Developed a new reporting system to assist each property with visibility of last minute reservations made through web as an alert, which eliminated unexpected guest and dissatisfaction
• Successfully transformed to a 24 hour shift within 6 months of relocation
• Generated $22 million in net revenue from October 2014 till September

• Provided and implemented creative sales strategies and incentives program for the Atlantis and One&Only Resorts contact center personnel
• Liaised with management and overseas contact center agents; generated and reviewed reports to analyze strategies used to maintain inventory and maximize revenue
• Managed staffing for the desk, inventory and availability for all global properties
• Provided assistance to sales and revenue teams of One&Only Ocean Club; which resulted in successfully attaining revenue budget for the month of June, August and September
• Collaborated with global and local properties to develop and maintain organizational strategies and operational efficiencies
• 3
• Worked as an acting manager for 8 months in the absence of reservation manager prior to becoming manager in Dubai
• Served as the main point of contact for quickly train and onboard new hires, One&Only reservation manager.

• Achieved and exceeded all department sales goal and targets annually
• Provided professional travel planning assistance to direct guests and travel agent partners
• Sought out complex travel requests for Atlantis VIP guests on a regular basis
• Excelled in resolving complicated guests challenges with innovative solutions
• Provide assistance to guests with flight reservations from all hubs within US.