Creates and sets up content marketing for a luxury villa and hotel booking portal.
Responded to customer inquiries and resolved customer issues based on reviews and feedback using standard procedures · Prepared reports to track workload and productivity, response time and quality of input · Initiated Business Analytics reports for analysis of Refund Rate, Product Defects and Production Management · Coordinated intelligent data to the Marketing Director and Account Management team for seamless business cycle · Responsible for ensuring that primary matrices (Customer Satisfaction, Account Health, Response Time) are met through effortless customer service
Responsible for ensuring visibility of fulfilment numbers; pick up of products/damage claim and delivery to correct QA Plants Directed the efforts of others in the achievement of the strategic and operational objectives of the group Managed a team of five (5) bilingual fulfilment agents Responsible for creating an organized and effective process for order fulfillment Provided budget forecasting for timely payment and dispatch of reimbursements · Responsible for target setting and goal achievement; cost velocity quality, backlog and capacity Ensured appropriate policies and processes are in place for area of responsibility
Managed two (2) teams of thirty (30) Quality Assurance Analysts for two regions (Southeast and West) in the US Provided training needs concerning Quality Processes, guidelines and expectations. Ensured Quality Analysts receive appropriate training and support to achieve productivity, performance and accuracy standards in areas including call evaluation, calibration, reliability, internal Quality Analyst auditing, Product Specific Training/updates, and other areas as needed Conducted research, studies and data analysis to conceptualize proposals for improving the quality of the performance of agents ·
Bachelor in Liberal Arts