Nicole Cavallaro Email & Phone Number

United States

Monterey, California

Monterey

Manage and ensure resolution of all guest issues in order to ensure excellent guest experienceManage all aspects of the Reservations Department, Operations and day to day business flow.Train, Coach and Mentor Associates in order to optimize efficiency and revenue goals– i.e. policies, procedures, sales, customer services and technical systems.Maintain in-house reservations systems as well as On-line Travel Agent ExtranetOversee reservation administration and provide support to all front house OperationsUse daily metrics and reporting to optimize department/agent success and sales goals Track, Monitor and Audit call interactions, daily work and data entry for optimal performance and policy/procedure compliancy Structure and maintain Knowledge Base for all standard operating procedures and provide all agents the tools for successConduct weekly Key Performance Indicator coaching sessions with each agent to ensure communication and growth opportunitiesCertified in Navis Performance Training

Tracy, California

Use quality monitoring data management system to compile and track performance at team and individual level. Attend and participate in weekly calibration meetings to ensure call center standards. Partner with contact center trainer to improve and enhance training curriculumPerform coaching sessions with contact center agents for review, mentorship and extended training. Manage weekly workload of 20 - 30 agents. Conduct workshop targeted trainings for at risk agents as well as service and technical directives for seasoned agents

San Jose, California

Ensure optimal customer experience at all timesAssist with personnel issues, supervision of Team Members and day-to-day flow of the department. Provide exemplary service to customers and support the team leadership in maintaining regional standards, performance goals and compliancy to all processes.Daily Audit and cash balance for all register transactions

Responsible for creating, implementing and maintaining effective training materials/syllabusOversee all training and coaching for technical competencies, sales initiatives and customer service soft skills.