Allan R.

More than 20 years in the Customer Service-driven environment working across various functions including Hospitality industry, Call Centre and BPO Operations, Sales and Marketing, Financial and IT services. Experience leading and facilitating of process migration, pre-opening and launching of new company's portfolio. Worked with various countries supporting Asia Pacific, Australia, United Kingdom, Canada and United States. Trained and worked in Canada and South Korea. Skills & Expertise Team Leadership - Call Centre/BPO * Evaluation of Workflow and Identification of opportunities for improvement. * Tracking and Measurement of Individual and Team Productivity and Quality Results for Staffing Forecasts. * Driving improvements in overall Service Levels, Transactional Efficiencies & cost management. * Implementation of new Processes, Procedures and technologies as needed by the business. * Managing and motivating the Agents to meet the desired Performance Goals. * Maintaining and monitoring performance, production, attendance and punctuality records, reviews and appraisals for staff. * Monitoring adherence to company quality monitoring goals and adherence to company policies. * Supervision, coaching, monitoring, training, reviewing, disciplining of direct reports. Hospitality * Concierge / Guest Services * Telephone Exchange / Reservations * Business Center * Housekeeping * Channel Manager Solutions Support Other Experiences: * Cross-selling/Upselling over the phone * Credit Card Risk Management * Customer Service - Voice Programs * Back Office Operations * Online Order Processing * Data Entry * Quality Checking * Staff Hiring