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Date Created: 12/22/15
M ELVIN S AWYER Saint Johns, FL 32259 firstname.lastname@example.org • 904-230-1974 • 904-545-8508 (cell) C ALL C ENTER OPERATIONS Travel & Hospitality Management / Customer Satisfaction & Loyalty / Profit & Revenue Growth Dedicated, customer-focused professional with a history of improving profitability and customer loyalty in the travel industry. Solid background includes 20+ years of experience overseeing and improving call center operations to exceed performance objectives. Energetic and inspired leader with strong business skills, genuine passion for travel and an unwavering commitment to flawless customer care. Proficient in Microsoft Word, Excel, PowerPoint, Outlook and travel GDS systems, such as SABRE. Areas of Expertise: Travel Call Center Management Hiring & Selecting Top Performers Performance Analysis & Improvement Customer Relations & Communications Team Building & Leadership Process Redesign & Improvement Staff Coaching, Development & Motivation Financial Accountability & Goal Attainment PROFESSIONAL E XPERIENCE AMERICANE XPRESSTRAVEL, Jacksonville, FL Earned a series of promotions for driving profitability and customer satisfaction for American Express Travel. Highlights of tenure included: Manager (11/1999 to 12/2012) Planned and managed daily operations of call center with 200+ travel agents, and oversaw the quality and effectiveness of work-at-home customer service activities. Led efforts to achieve ambitious financial and productivity goals. Ensured delivery of unsurpassed service to customers, including discerning Platinum and Centurion clientele. Trained and motivated supervisors, team leaders and staff. Selected Contributions: ♦ Consistently reviewed and scrutinized network service performance after hours, and partnered with network leaders and decision-makers in creating and implementing innovative solutions to boost customer and employee satisfaction. ♦ Met or exceeded key business metrics and service level objectives (including customer quality and financial return targets) through coaching, development and process improvements. ♦ Worked closely with the Resource Management Group in evaluating needs and allocating staff resources to maximize budgets and enhance service levels. ♦ Revitalized operations by creating an efficient, dynamic, people-oriented culture for employees, supervisors and team leaders. AMERICANE XPRESSTRAVEL, Jacksonville, FL Team Leader (1993 to 1999) Led, trained and inspired team members in providing unparalleled service and support to American Express customers. Educated employees about company products and services, and supervised day- to-day operations in call center setting. Analyzed profit-and-loss (P&L) statements to pinpoint shortfalls and opportunities for improvement. …continued… M ELVIN S AWYER Page 2 Selected Contributions: ♦ Built and sustained a positive, customer-centered environment. ♦ Provided training, guidance and constructive feedback to employees to motivate top performance and assist teams in accomplishing productivity and customer satisfaction targets. ♦ Promoted the American Express brand by overseeing the delivery of quality travel services to existing card members. AMERICANE XPRESSTRAVEL, Jacksonville, FL Travel Counselor (1985 to 1993) Established the groundwork for success in the travel industry by providing exceptional travel services to American Express card members. Listened and responded to travel needs and requests. Researched and arranged international and domestic travel reservations. E DUCATIONAL BACKGROUND Associate of Travel SST TRAVELSCHOOL, Scottsdale, AZ General and Business Studies N ORTHWESTFLORIDASTATE COLLEGE, Niceville, FL Certificates & Training: Certificate in Professional Communication / Public Speaking The Leader as Coach / High Performance Coaching Situational Leadership 1 & 2 Emotional Intelligence The Articulate Executive
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