Susan Hill

• Trained new team members by relaying information on company procedures and safety requirements.
• Promoted positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
• Served as role model for our team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
• Coached team members in techniques necessary to complete job tasks.
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
• Monitored and provided feedback on BPO partner agents consistently.
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Managed schedules, accepted time off requests and found coverage for short shifts.
• Influenced positive change within our organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
• Established clear performance metrics for our team which helped in tracking progress towards set targets effectively.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Built strong relationships with customers through positive attitude and attentive response.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Directed and supervised team 4 senior specialists and 4 agents.

Provided mentoring, guidance, coaching and support for agents through live monitoring of calls, messages and Slack posts

• Take control of escalations by assisting agents and other senior specialists reaching solutions for guests.
• Responded to guest messages and inquiries daily in order to assist guests with questions or concerns related to their vacation rental
• Assisted CX and 3rd party with unpaid or high risk reservations
• Performing IDV checks on reservations
• Performing reservation modifications when necessary
• Maintaining structure and enforcing policies on all reservation processes
• Conducted routine QA audits on emails and messages that were completed by 3rd party agents
• Initiated and completed forced moves when necessary
• Evaluated policy exception requests from guests
• Delegated tasks to 3rd party and night audit agents
• Monitored attendance and performance of 3rd party and night audit agents
• Schedule and facilitate trainings for new hires and established employees
• Collaborated with Team Leads when needed to provide assistance with special projects or other assigned tasks
• Provided assistance to Team Leads to make sure employee and BPO partner employees adhere to company values, quality standards and policies
• Conduct 1:1's and Team Meetings when needed
• Management of queue volumes along with certain specialty tasks to make sure SLA's are met
• Calculated team metrics when needed
• Thorough understanding of after hour processes

• Participated in additional training to expand knowledge and skills
• Assisted team members and managers with tasks to maintain productivity and meet project milestones
• Maintained good working relationship with co-workers and management
• Responded to inquiries for 3rd party reservations
• Altered reservations through 3rd party providers
• Provided customer service and resolving guest issues via telephone
• Worked with local field staff to help resolve issues and provide guest satisfaction
• Resolved unbalance reservations
• Worked with failed bookings and seeking resolutions for guests by offering alternatives when available.
• Contacted 3rd party reservation providers to make changes or cancel reservations
• Reviewed job activities regularly to identify opportunities for improvement
• Performed as 3rd party Liaison when assigned
• Volunteered for and completed new assignments and tasks to help ease workloads on other team members

• Learned company policies and processes in-depth
• Took on escalated, complex customer issues and developed creative solutions to restore loyalty.
• Used combined experience, research skills, and communications expertise while managing guest contacts
• Connected with customers online and by phone to inquire about their vacation needs and offer accommodations
• Kept records of customer interactions and transactions, recording details of inquiries, complaints, comments, and actions taken
• Communicated with customers via phone and email regarding their future or current reservations
• Worked with local teams to resolve guest issues
• Quoted prices for reservations and collected payment

• Helped with planning schedules and delegating assignments to meet coverage and service demands
• Assisted team members with delivering friendly, knowledgeable service to every customer by applying proactive monitoring and corrective action strategies
• Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
• Promoted professional growth and facilitated talent development of each associate to drive performance excellence
• Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies
• Trained and managed associates in customer service and sales techniques
• Assisted manager in meeting standards for customer service and quality
• Reviewed performance data to monitor and measure productivity, goal progress and activity levels
• Rotated merchandise and displays to feature new products and promotions
• Handled customer service by dealing with complaints, organizing stock and answering customer questions
• Supervised associates by providing direction and instruction for stocking shelves, rotating stock and receiving deliveries
• Increased efficiency and team productivity by promoting adherence to operational best practices and company policies
• Maintained high levels of organization in store by directing customers and replenishing merchandise
• Monitored security and handled incidents calmly
• Coached team on effective strategies in upselling and cross-selling methods
• Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
• Oversaw procurement of products and apparel
• Pricing of merchandise and goods according to corporate guidelines

• Adjusted sales strategies to changing conditions, such as increased local competition and decreased industry rates
• Utilized Pegasus and Utell booking systems to input all key data into hotel's database system
• Arranged for group hotel bookings in collaboration with sales department for weddings and special events
• Provided high level of customer service to each person by engaging customerS and using active listening and positive interpersonal skills
• Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle
• Prepared customer invoices, accepted payments and processed refund and cancellation requests
• Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs
• Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings
• Solicited feedback through questionnaires to evaluate levels of guest satisfaction
• Ensured that personal and payment information on guest accounts was accurate and complete.
• Created rate plans and worked with th revenue manager to boost occupancy and average achieved room rate
• Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams