Kenia - Customer Support & Sales Supervisor with 4 Years in Hospitality & Travel Industry

Skilled in coaching, motivating, and leading teams to meet and exceed performance targets.

Focused on delivering exceptional customer experiences across multiple touchpoints and channels.

Expertise in developing strategies to improve conversion rates and sales performance.

Proficient in Sabre, Galileo, and Farelogix for efficient reservation and ticketing operations.

Led and coached a high-performance sales team handling hotel, flight, and car rental reservations, consistently achieving a 50% team conversion rate through targeted coaching and sales optimization strategies.. Drove service excellence by maintaining Quality Assurance scores above 85%, ensuring strict compliance with Priceline standards, policies, and customer experience guidelines.. Optimized operational efficiency by managing Average Handle Time (AHT) at 625 seconds, balancing productivity with high-quality customer interactions.. Conducted regular performance monitoring, QA evaluations, and one-on-one coaching sessions, resulting in improved sales behaviors, higher close rates, and stronger customer satisfaction.

Supervised and coached a customer service team supporting hotel, flight, and car rental reservations, ensuring high-quality service delivery across all customer touchpoints.. Consistently maintained Average Handle Time (AHT) at 625 seconds, optimizing efficiency while preserving a positive and thorough customer experience.. Achieved and sustained Quality Assurance (QA) scores of 85%, ensuring full compliance with company policies, procedures, and service standards.. Delivered strong customer satisfaction results with a CSAT score of 85%, driven by effective coaching, active listening techniques, and issue-resolution best practices.. Conducted QA audits, performance reviews, and targeted coaching sessions, identifying improvement areas and implementing action plans to elevate team performance.