Summary
Overview
Work History
Education
Skills
Certification
Timeline
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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 Managementundefined

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 -

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