Kristine Ockey

• Managed team of associates for optimal performance, resulting in increased productivity and reduced response times.
• Implemented training programs to enhance staff skills, leading to improved service levels within 48 hours turnaround time to gain higher customer retention rates.
• Collaborated with loyalty marketing teams to develop new services offerings, driving business growth and diversification.
• Analyzed performance metrics to identify areas for improvement, leading to more effective resource allocation and better overall results

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• Maintained up-to-date knowledge of industry trends, ensuring support team remained well-versed in best practices.
• Empowering associates to increase their development and advancements.
• Collaborated with cross-functional teams for successful product launch of Marriott Bonvoy program and seamless integration of acquiring Starwood corporation. Marriott Bonvoy is now world's largest loyalty program.
• Streamlined support processes for increased efficiency and improved response times. Service levels maintained at or around 93%.

• Communicated new programs initiatives to Marriott Guest Services International offices maintaining program consistency worldwide.
• Project lead opening 3 International Guest Service Centers-Guangzhou, China, Kuala Lumpur, Malaysia and Mexico City, Mexico, while continuing to support Tokyo, Japan and Cork, Ireland offices.
• Fostered positive relationships between Customer Engagement Center and Loyalty Marketing leaderships.
• Introduced strategic and tactical plans for call flow and emails routing. Increased operations and helped associate work to surpass all standards while keeping within annual fiscal budgets.