Accomplished sales driven innovator, with more than 20 years of experience directing and implementing call center services and reservations operations for firms ranging from government institutions to world-class enterprises. Continually crafting and executing unique strategies, concepts, and initiatives that boost profitability, customer base, and overall ROI. Recognized for keen attention to detail in quality assistance, with outstanding interpersonal and presentation skills. Effective leader and alliance builder, with demonstrated success directing and inspiring teams both in the office and offshore.
Developed and launched the internal Quality Assurance department which lead to 10% increase in sales volume YOY.
Installation new processes in departmental functions and resource scheduling with directly lead to a 20% increased retention rate in staff.
Lead, manage and mentor to sales Team, partner with the marketing team and be an integral part of a highly collaborative and very talented group. Working in a high pressure, high energy environment with tight deadlines. Responsibilities also include hiring, supervising, a team of professional reservation agents in addition to weekly payroll as well as assisting upper management with projects and writing annual performance appraisals.
Manages the day to day functions of sales representatives to ensure accuracy of team’s work.
Developed and implemented ways to acquire timely analytical data and turn it into interaction solutions, with a focus promoting, cross-selling and customer retention.