Regional Training & Quality Manager, Americas
Booking.com
Total years of experience :24 years, 10 Months
Developed and implemented new Quality Rating Standard and Rating Scale for Quality Assurance (QA) group increasing consistency, objectivity, and transparency of ratings, and affording impactful rep feedback. Within four months of implementation, representative quality numbers improved from 84% of contacts rated meeting target quality scores to 95% meeting target quality scores.
Analyzed, defined, and revised processes and procedures for the QA group and communicated changes to all Contact Center staff.
Helped plan, develop, and execute successful launch of Nintendo Chat Support, enabling representatives to handle multiple consumer contacts simultaneously while maximizing resources.
Trainer for new hire Consumer Service Representative, Network Support - Tier 2, and Chat skill sets with classes of up to 70 students. Taught training modules, monitored student progress, recommended individuals for further training, and created plans for students that were not meeting expectations. Managed groups of up to four Training Assistants (TA’s).
Managed Peak Period training program - oversaw all classes, trainers, and TA’s.
Created training for new hire classes and ongoing training topics using a variety of training types including e-learning, self-paced, and classroom facilitation.
Designed Quality Assurance training program, allowing for rapid scalability of QA group during peak periods.
Participated in the development of Network Support - Tier 2 Training class. Created training materials and troubleshooting case studies.
Evaluated and identified gaps in Network Support - Tier 2 Training and created new modules, e-learning tutorials, and training exercises for improved instruction and rep quality.
Evaluated Chat training program and identified areas of improvement, resulting in a 25% cut in training time and resources while maintaining overall rep quality.
Developed technical documents for launch of Nintendo 3DS handheld system, including General Information, How-to, and Troubleshooting documents for consumer facing website and internal infobase.
Managed teams of up to ten Consumer Service representatives - monitored quality and statistics, provided coaching, and recommended advancement.
Managed Correspondence Group’s letter writing division. Implemented new processes and procedures that created consistent quality and afforded rapid scalability.
Handled escalated consumer contacts including billing disputes and digital account issues.
Organized and managed logistics for company, including launching of 85’ state-of-the-art high-speed security vessels, planning and preparation of client and government authority visits, and customer support for service and warranty work.
Developed and conducted training sessions for customers in vessel systems, engine operation, and vessel handling.
Managed vendor relations and supply process during construction and delivery phases, ensuring schedules were met.
Managed post-production projects and installations that required managing independent contractors and government entities for successful completion.
Created and edited a wide variety of compelling copy for company’s marketing efforts including online marketing materials, correspondence with clients, and product proposals. Drafted technical manuals for company’s products.
Researched, analyzed, and formulated reports on constantly shifting domestic and international markets to identify areas in which to focus marketing efforts.
Assisted in development of marketing strategy for Guardian Marine International subsidiary Global Offshore Security and designed Global Offshore Security’s website (www.globaloffshoresecurity).
Conducted competitor and market research for Guardian Marine International and Global Offshore Security; developed strategies to maintain favorability and impact in worldwide markets.
Organized and oversaw company events including press conferences that included senior U.S. Government officials, product launches, shareholder and board meetings. Drafted and edited presentation material and fact sheets for events.
Handled administrative responsibilities including managing of executive calendars and travel preparations, creation of marketing materials, managing of supplies and office machines, and organization of filing systems.
Treasurer - Phi Alpha Delta Pre-law Society (1997 - 1999)