Team Manager / Subject Matter Expert (HOTEL RESERVATIONS)

Jan 2023 - Present

Handled seven successful classes moving to production and two teams that exceeded 100% sales performance. Monitored team performance through KPIs (conversion rate, AHT, QA scores), delivering targeted coaching and action plans to improve results. Conducted training sessions, onboarding, and continuous learning initiatives to enhance product knowledge and sales techniques.

CUSTOMER EXPERIENCE AGENT (HOTEL RESERVATIONS)

Jan 2021 - Jan 2023

Consistent top agent for inbound sales and consistent top QA Score. Delivered exceptional customer service while driving revenue through effective upselling and rate presentation. Contributed to team success by sharing best practices and supporting peers.

WORK IMMERSION PROGRAM

Feb 2019 - Feb 2019

Gained hands-on experience in tourism operations and guest services. Assisted in promoting tourism activities and handling visitor inquiries. Supported department staff in daily tasks and administrative functions.