Keith Stahlecker

• Maintained up-to-date knowledge of all hotel products, services, pricing plans and policies.
• Answered incoming calls and emails from customers to provide information on hotel services, rates and availability.

Developed processes and systems to improve efficiency within the department.

• Participated in hiring interviews and selection process for new team members.
• Facilitated communication between departments to resolve problems quickly.
• Conducted performance reviews of call center staff and documented results.
• Collaborated with other departments to develop solutions for customer needs.
• Coordinated staff schedules to ensure optimal coverage during peak hours.
• Monitored calls for quality assurance purposes.
• Resolved escalated customer complaints in a timely manner.
• Provided guidance, training, coaching and mentoring to call center team members.
• Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
• Prepared reports on team performance, customer feedback, and operational metrics for senior management.
• In charge of payroll and paying out commission to sales agents

In charge of selling Ski Vacation packages such as Lodging, lift tickets, ground Transportation, ski school, Ikon season passes, Ski Rentals, Spa and high-end restaurants. Camp Solitude, Bike Rentals, Event planning and Weddings groups

• Assist Customers by serving the best Storage units. connecting with customers over the phone by delivering amazing customer service. earning monthly sales commission by completing rental agreements over the phone.

• Answered High Volume Calls, booked and issued Airline Tickets, Hotels, and car reservations for the U.S Air force through GDS systems (Sabre) and DTS. Checked and worked Queues daily answered emails and message left by clients. Understood government travel requirements, Visa,passport, travel order and federal Travel regulations. worked with Microsoft, Word, excel spread sheets and Arc, DTS, and Navigated between programs.