LISA MARATENE
Suffern
Summary
Dynamic professional with 20+ years of experience in customer service and 10+ years in managerial roles. Skilled in fostering collaboration, driving team success, and adapting to evolving demands. Expertise in conflict resolution, project coordination, and strategic planning. Known for reliability, effective communication, and results-driven mindset.
Overview
11
11
years of professional experience
Work History
Assistant Team Leader
Corporate Traveler
Montvale, NJ
01.2022 - Current
- Led After Hours Team in collaboration with the Team Leader to enhance operational efficiency
- Simultaneously managed shared inbox, call queues and chat while actioning urgent enquiry
- Evaluated performance metrics (KPIs) to identify areas for improvement and drove continuous service level enhancements
- Set performance expectations for the team by monitoring progress towards individual goals and providing one on one constructive feedback
- Executed monthly call score project to ensure team members were providing exceptional service
- Assisted in training and development of new hires and senior team members through daily coaching sessions
After Hours Travel Manager
Corporate Traveler
Montvale, NJ
01.2020 - 12.2021
- Provided exceptional support for urgent travel disruptions outside normal business hours for individuals and groups
- Coordinated complex itineraries including domestic and international airfare, hotels, car rentals, rail and car services
- Maintained constant flow of current industry knowledge via self directed learning
Team Leader
Liberty Group Travel
Rockaway, NJ
01.2018 - 12.2019
- Drove and developed sales consultants to achieve monthly sales target while maintaining personal sales goal
- Weekly reporting to Regional Leader
- Mentored and guided employees ensuring all were trained in product knowledge and capable of performing assigned duties
- Implemented new working processes which delivered continued improvements
- Increased customer retention and satisfaction by closely monitored team member performance and assessing problematic practices
Assistant Team Leader
Liberty Group Travel
Montvale, NJ
06.2015 - 12.2017
- Including, but not limited to all responsibilities of a Travel Consultant while assisting in the absence of the Team Leader
- Delegation of daily reports
- Ensure all employees adhere to company policies and expectations
Education
Graduate Gemologist Degree -
Gemological Institute of America-New York
New York, NYSkills
- Ability to prioritize tasks and meet deadlines
- Experienced with Outlook, SharePoint, Excel, Word, and PowerPoint
- Leadership and team building skills
- P&L/KPI Analysis
- Employee training and development
- Proficiency in SABRE GDS, Calypso
- Excellent verbal and written communication skills
- Detail oriented and highly organized
Accomplishments
Increased sales 300% over 22 month period generating $800,000 in revenue
Timeline
Assistant Team Leader
Corporate Traveler
01.2022 - Current
After Hours Travel Manager
Corporate Traveler
01.2020 - 12.2021
Team Leader
Liberty Group Travel
01.2018 - 12.2019
Assistant Team Leader
Liberty Group Travel
06.2015 - 12.2017
Graduate Gemologist Degree -
Gemological Institute of America-New York