Taber LaFleur
Team Lead
Grand Rapids,MICHIGAN
Summary
Team Leader with 14 years of experience within customer service in the travel industry including 12 years of leadership experience. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
1
1
Certification
2
2
Languages
Work History
Customer Service Team Lead
Majorel
Grand Rapids, America
06.2022 - 12.2022
- Continuation of previous role at Booking.com under new ownership
- Supported Team and colleagues during transition period
Customer Service Team Lead
Booking.com USA
Grand Rapids, Michigan
09.2010 - 05.2022
- Managed a team of 15-25 CS Executives to deliver upon company objectives and KPIs
- Coached team members on service techniques and provided feedback through quality assurance program
- Proactive managed change in a fast paced environment
- Resolved escalated and complex customer complaints
Senior Customer Service Executive
Booking.com USA
Grand Rapids, MICHIGAN
09.2009 - 08.2010
- Resolved more complex issues by clarifying customer's complaints, determining causes of problems and selecting best solutions.
- Evaluated interactions between associates and customers to assess personnel performance.
- Guiding and supporting associates by answering their questions
- Provided a support role to the team leader with administrative tasks
Customer Service Executive
Booking.com USA
Grand Rapids, United States
09.2008 - 08.2009
- Helping everyone experience the world by Supporting Booking.com guests and accommodation partners with reservation related inquiries
- Provided primary customer support to customers
- Answered customer telephone calls promptly to avoid on-hold wait times
Education
Bachelor of Arts - International Studies & German
Aquinas College
Grand Rapids, MI 05.2001 -
Skills
Change ManagementAdministrationCustomer ServiceTeam Leadership
Creative Problem Solving
Complaint resolution
Coaching and mentoring
Staff education and training
Certification
Lean Six Sigma While Belt Certification
Timeline
Customer Service Team Lead
Majorel
06.2022 - 12.2022
Lean Six Sigma While Belt Certification
04-2022
Customer Service Team Lead
Booking.com USA
09.2010 - 05.2022
Senior Customer Service Executive
Booking.com USA
09.2009 - 08.2010
Customer Service Executive
Booking.com USA
09.2008 - 08.2009
Bachelor of Arts - International Studies & German
Aquinas College
05.2001 -