Seini King

• Conducts regular performance reviews for travel professionals and effectively coaches team to reach proficiency goals.
• Assess customer feedback thoroughly to identify areas for improvement in service delivery.
• Collaborates with others to reach common goals
• Trains and mentors new team members to promote productivity, accuracy and friendly customer service.
• Interviewed prospective employees and provides input on the hiring decision.
• Plans and leads team meetings to review business results and communicate new and ongoing priorities.

• Boost Productivity by maintaining strong call control and quickly addressing diverse problems.
• Educate clients on proper policy and procedures, while meeting company expectations with accuracy.
• Proficiently identified customers needs, quickly gained trust and resolved problems efficiently.

Customer Relationship Manager, CRM Analyst (Deployment)

• Responsible for supporting, configuring, testing, and maintaining date and transaction history in the CRM tool to assist in determining effective business decisions.
• Responsible for streamlining operational efficiencies and gathering requirements to facilitate on-time handling of vendors, travel agents, sales reps, and customer concerns, while analyzing customer data.
• Assisted with reducing organizational operating costs by implementing streamlined processes.

Training Variable (Deployment)

• Coordinated delivery of information and resources instruct individuals learning company policies for Vacation agents, Resolution Service agents, AAdvantage Mileage agents, and Sales agents.
• Provided valuable feedback to enhance training experience.

• Processed incoming calls and applied upselling techniques to inform callers of premium services
• Acquired detailed knowledge of services to offer added value to Traveler's experience
• Delivered exceptional service to every customer through active engagement and effective listening.

US Airways Trained Observer (Deployment)

• Monitored and analyzed calls using call analytics in the call monitoring tool - NICE.
• Worked with new hire agents by identifying opportunities for improvement and providing practical feedback as well as create quality reports for management review.
• Proficient in WEBREF and knowledgeable with call requirements and call competencies.

• Developed and implemented dance classes while organizing rehearsals to ensure quality of performance.
• Created choreography routines and designed costumes for performances.

• Gave presentations on current topics relevant to the curriculum.
• Collaborated with peers to develop innovative solutions for educational challenges.

• Managed Multi-lined phones while providing accurate policies and procedures.
• Meticulously processed various financial transactions and promptly resolved all inquiries and all complaints.

• Assisted pharmacists in preparing prescriptions for filling, including counting tablets and labeling bottles.
• Verified accuracy of patient information on prescription orders while ensuring accurate billing information is processed.

• Ensured compliance with safety regulations and company policies while maintaining inventory accuracy and reconciling.
• Monitored employee attendance records, timekeeping, and payroll information while supervising daily operations including scheduling shifts and assigning duties to 50+ employees.