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TOCHIKA WINCHESTER
Orlando,FL
Summary
Dynamic leader with a strong track record of elevating customer satisfaction to 95% and driving sales performance in the travel industry. Proven success in coaching teams to enhance service delivery and operational efficiency, resulting in consistent revenue growth. Committed to building strong customer loyalty through effective problem resolution and engagement.
Overview
28
28
years of professional experience
Work History
Lead Customer Service Travel Agent
VIKING CRUISES
08.2022 - Current
- Deliver exceptional customer service and travel guidance to Viking guests throughout the booking lifecycle.
- Resolve complex and escalated guest concerns while maintaining customer loyalty and satisfaction.
- Trusted resource for handling sensitive customer situations and achieving positive outcomes.
- Coached and mentored team members in communication, customer engagement, and conflict resolution techniques, fostering a collaborative environment.
- Partnered with internal departments to enhance service delivery and streamline operational processes, resulting in more efficient guest interactions.
- Maintain extensive knowledge of Viking itineraries, pricing, promotions, and travel requirements.
- Contributed to service improvements that significantly enhanced overall guest experience, leading to increased customer satisfaction.
Sales Team Supervisor
GLOBUS AVALON WATERWAYS
07.2016 - 07.2022
- Supervised and supported a team of sales professionals promoting international guided tours and luxury river cruise vacations.
- Successfully improved team performance through effective coaching, recruiting, and performance management.
- Monitored team performance and provided targeted coaching, enhancing sales effectiveness and customer satisfaction.
- Developed and implemented strategies that boosted sales productivity and elevated team performance.
- Managed commission conversion tracking and reporting to support revenue and sales goals.
- Supported consistent revenue growth through commission-focused sales initiatives and comprehensive employee development.
- Oversaw attendance management, scheduling, and workforce accountability.
- Led recruiting efforts, conducted interviews, and supported onboarding initiatives.
- Resolved customer concerns while maintaining service excellence and strong client relationships.
- Partnered with leadership to support employee engagement and operational success.
Customer Service Sales Manager
AMERICAN EXPRESS
10.1998 - 07.2016
- Increased customer satisfaction ratings to 95% through employee coaching and service improvement initiatives.
- Successfully led and developed a team of 22 professionals while increasing customer satisfaction ratings to 95%.
- Managed a team of 22 customer service representatives in a high-volume customer support environment.
- Collaborated with sales, marketing, and operations teams, resolving customer concerns and enhancing process effectiveness.
- Established escalation procedures for complex and high-priority customer issues, facilitating timely resolutions.
- Monitored performance metrics and implemented continuous improvement strategies.
- Developed and maintained standard operating procedures, ensuring operational consistency and efficiency.
- Built strong client relationships through proactive communication and effective problem resolution.
Education
Bachelor of Arts - Business Administration
NORTH CAROLINA A&T STATE UNIVERSITY
Greensboro, NC Skills
- Customer Experience Management
- Guest relations
- Travel & Cruise Industry Expertise
- Sales leadership
- Cross-Selling & Upselling
- Salesforce & CRM Systems
- Salesforce
- CRM Platforms
- Process improvement
- Performance oversight
- Team development
- Employee Development
- Escalation Resolution
- Scheduling Coordination
- Customer Service Platforms
- Live Chat Systems
- Microsoft Office Suite
- Performance Reporting Tools
- Problem-Solving
- Issue resolution
- Strong Communication
- Issue resolution
Professional Brand Statement
Dedicated customer experience leader with a passion for travel, guest satisfaction, team development, and delivering world-class service that creates loyal customers and drives business success.
Professional Highlights
- 20+ Years of Leadership Experience
- Travel, Hospitality & Cruise Industry Expertise
- Customer Service & Guest Relations Specialist
- Proven Team Builder & Coach
- Sales Performance & Revenue Growth Leader
- Recruiting & Workforce Management Experience
- Customer Retention & Relationship Management Expert
- Strong Communication, Problem-Solving & Conflict Resolution Skills
Timeline
Lead Customer Service Travel Agent
VIKING CRUISES
08.2022 - Current
Sales Team Supervisor
GLOBUS AVALON WATERWAYS
07.2016 - 07.2022
Customer Service Sales Manager
AMERICAN EXPRESS
10.1998 - 07.2016
Bachelor of Arts - Business Administration
NORTH CAROLINA A&T STATE UNIVERSITY