Joanne Ray
Houston,TX
Summary
Dynamic Travel Call Center Supervisor with extensive experience in corporate travel leadership. Adept at managing diverse teams, resolving complex travel issues, and ensuring compliance with travel policies, resulting in improved customer satisfaction and operational efficiency.
Overview
28
28
years of professional experience
Work History
Operations Supervisor
BCD TRAVEL-APPLE ACCOUNT
Houston, TX
08.2022 - Current
- Team Leadership & Coaching: Manage and train agents, conduct performance evaluations, and provide constructive feedback to improve customer interactions.
- Managed team of 12-15 advisors, conducting yearly performance reviews to drive individual development.
- Oversee daily operations, monitor key performance metrics, resolve escalated customer issues
- Escalation Management: Intervene in complex or highly escalated travel issues, such as missed flights, severe weather disruptions, or emergency itinerary changes.
- Directed crisis management efforts regionally to swiftly resolve travel disruptions.
- Performance Monitoring: Utilize call center software and analytics dashboards to track and improve team metrics like Average Handle Time (AHT) and transactions.
- Conducted monthly one-on-ones to assess team performance and address improvement areas.
- Oversaw attendance management and time-off scheduling, ensuring optimal team coverage and adherence to policies.
- Policy Compliance: Ensure all travel arrangements (flights, hotels, rental cars) adhere to organizational budgets and corporate travel guidelines.
- Identified areas of improvement and developed strategies to increase efficiency.
- Managed staff schedules to optimize workforce productivity and coverage.
- Trained team members on company policies and customer service standards.
Travel Consultant Level III
BCD TRAVEL-APPLE ACCOUNT
01.2018 - 08.2022
- Global travel advisor on the APPLE INC team
- Managed reservations across AMR, EMEA, and APAC regions via phone and email, ensuring customer satisfaction and smooth travel experiences.
- Managed Travel Assist reservations for clients.
- Supported special team for China travel bookings.
- Operated independently to resolve complex travel issues and support team objectives.
- Progressed from general reservation advisor to senior travel advisor, then to global advisor and team lead, demonstrating commitment to professional growth.
- Global Advisor responsibilities include:
- Monitored and processed tasks in fulfillment queues.
- Ability to teach/coach on processes and new processes on the account
Senior Corporate Travel Consultant / Office Manager
Atlas Travel
Houston, TX
01.1999 - 12.2017
- Coordinated business travel arrangements for corporate clients, including VIP executives, ensuring meticulous organization and attention to detail.
- Experienced in complex International and Domestic Travel arrangements.
- Arranged International and Domestic crew rotations, advising on proper documentation requirements on visas and passports.
- Organized corporate destination meetings with comprehensive logistics, including air travel, accommodations, ground transfers, events, and catering.
- Completed ARC report filings in IAR and operated back office accounting systems.
- Investigated and handled customer service issues.
- Monitored quality control processes to ensure accuracy and consistency. updating and maintaining computer-based information and queue monitoring.
Education
High School -
Abraham Lincoln H. S.
Philadelphia, PASkills
- Sabre and Amadeus GDS
- Call center analytics
- Performance monitoring
- Customer service management
- Crisis management
- Policy compliance
- Microsoft Office Suite
- Team leadership
Timeline
Operations Supervisor
BCD TRAVEL-APPLE ACCOUNT
08.2022 - Current
Travel Consultant Level III
BCD TRAVEL-APPLE ACCOUNT
01.2018 - 08.2022
Senior Corporate Travel Consultant / Office Manager
Atlas Travel
01.1999 - 12.2017
High School -
Abraham Lincoln H. S.