Karim Dohrn

• Coordinate and facilitate training, encouraging group participation while establishing positive relationships and assessing learning styles.
• Successfully Instructing 66 classes; training a total of 482 agents.
• Observed and evaluated student performance and development and provided appropriate feedback and training.
• Attended meetings, training and activities to enhance skills, credentials.
• Participated in continuous learning on diversity, inclusion and racial equity to reduce learning barriers.
• Accomplished multiple projects in between class instruction.

Performed QA role in between Reservations Lead, and Reservations Sales agent roles.

• Conducted Call Evaluations for agent assessment and additional training.
• Coached agents in areas of need in order to increase job performance.
• Tracked performance in an effort to reach all agents. Provided feedback to leadership when the need arose.

• As an extension of leadership, delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
• Complaint resolution utilizing de-escalation techniques to resolve customer issues.

• Assisted customers by answering questions, making changes, and offering general information.
• Maintained customer loyalty by quickly resolving complaints and service issues.
• Upheld security protocols regarding guest information and payment options ensuring accuracy and completeness.