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概要
PROFILE
Professional with over 20 year's track record realizing profitable growth in Corporate Sales, Marketing, Business Development, Client Servicing & People Management.
An effective communicator with good presentation skills and abilities in forging business partnerships and establish beneficial relationships with channel partners.
Have a natural aptitude for team playing and the ability to mentor other managers / professionals, not only those within my direct sphere of influence.
Strive to prioritize work effectively, meet deadlines and work well under pressure as a team leader as well as a follower.
工作经历
Customer Service Manager
§ § Maintains a working knowledge of current social media operations, provides feedback to improve business and Company social media presence and monitors social media site as directed by management.
Communicates corporate, department, and team issues monthly so the team is fully aware of vision, goals, Company changes, current procedures, and service levels.
Develops, motivates, and generates a positive and accountable customer service team through side by side coaching, monitoring communication, observations, and providing constructive feedback and praise.
Takes ownership of individual issues from inception to resolution, irrespective of content, by all communication methods.
Analyzes daily, weekly, monthly performance statistics of team to identify the service levels achieved and how improvements can be made and maintained.
Coaches and counsels team members, holding agents accountable to required service level on cases for any assignments.
Ensures all relevant entries are recorded on Company databases daily and report on statistics.
Handles escalated issues immediately to ensure they are proactively addressed and resolved.
Researches all areas of Company operations to ensure all team members are able to respond to member queries.
Adheres to Company standards and maintains compliance with all policies and procedures.
§ Assisting and advising customers who may be choosing from a variety of travel options.
§ Making reservations for customers based on their various requirements and budgetary allowances.
§ Checking the availability of accommodation or transportation on the customers desired travel dates.
§ Helping plan travel itineraries by suggesting local tourist attractions and places of interest.
§ Processing payments and sending confirmation details to customers.
§ Sorting out any issues that may arise with bookings or reservations.
§ Selling and promoting local and international resort services.
§ Providing support to customers who may need to amend or cancel a reservation.
