MERITBIZ                                                        AUG 2015 – PRESENT

Supervisor, Corporate Groups & Events

Overseeing all corporate groups  events, handling the day to day operations, staff training & development, client account management, client & supplier relations, overseeing multiple groups, creating templates, forms & overall efficiencies,  accounting, reconciliation & executive summaries, administrative duties, overseeing & amending of contracts, reports to client & organization & handling of conferences to include: site inspection, negotiations, team building events, Food & Beverage, meeting/conference space, hotel room block, evening events, marketing, speakers, Audio/Visual, budget, corporate swag & gifting, opening reception, reconciliation, surveys.

MERIT TRAVEL                                                      FEB 2015 – AUG 2015

Selling Branch Manager, York University

Handling the day to day operations, staff training, coaching and mentoring, monthly 1:1 to address any service or sales target issues, marketing, sales – booking reservations, all office duties to include: budgets, reports, supplies, banking. GDS used – Amadeus and Sirev.

AIMIA                                                                                                                  1997 – 2014

A Global leader in loyalty management offering a full suite of capabilities including analytics and insight, channel and employee engagement and event management. Groupe Aeroplan acquired Carlson Marketing in 2009 and rebranded as Aimia in 2011.

Team Supervisor & Coach (2002-2014)

Supervised, coached and trained a team of 15-30 call centre agents focusing on overall performance, sales and customer service on the TD Travel Rewards account.

Customer Service & Sales

•       Consistently achieved team customer service and compliance rankings in the 92-93% range (85% = exceeds).

•       Generated sales in areas of travel and insurance.

•       Motivated agents via contests, team events & incentives resulting in higher sales & better customer rapport.

Performance Management and Leadership

•       Managed performance in quality assurance, sales and customer service

•       Developed and implemented ongoing quality assurance via call monitoring and external client surveys.

•       Liaised with HR on all staff issues (hiring, disciplinary issues and personal agent issues)

•       Customized development plans with 1:1 agent input focusing on increasing sales and customer service skills.

Development & Training

•       Guided and motivated agent’s career advancement by creating plans to achieve personal objectives.

•       Developed and introduced efficiencies to agent training documents and manuals.

•       Collaborated on multiple cross-functional projects to support training, quality assurance, IT and community engagement initiatives.

•       Analyzed system flaws and report anomalies related to product sales in order to implement efficiencies..

•       Staffed teams by recruiting and hiring for Toronto and Montreal’s office start-up.

Lead Agent (1998-2002)

Accountable for coaching, training and mentoring agents while resolving travel related issues for customers, suppliers and agents.

•       Exceptional knowledge on travel products and provided quality customer service.

•       Managed and resolved escalated supplier and customer service issues.

•       Analyzed trends to evaluate & create efficiencies & processes.

Senior Agent (1997-1998)

Generated sales for travel and insurance while providing an exceptional customer experience.

•       Developed rapport with the customer; this resulted in closing the sale and providing additional revenue through upgrades such as; insurance and travel add-ons.

•       Mentored new employees through job shadowing to achieve optimal sales and customer service results.

•       Recognized by management for sales, product knowledge and customer excellence, which contributed to the implementation of the VIP line which resulted in the increase of sales.

•       Supported all VIP customers with their travel needs before, during and after their trip.