Hey I am Samantha

24-7 Intouch
(Team Lead)

Provides weekly coaching and often touch base feedback to ensure agents are synced with existing action plans in place to improve performance and achieve target KPIs - 14 SPD, 45% to 60% NPS (varies on handled line of business) and 80% Resolution Rate.
Conducts quality audits - 1 call and 3 tickets per agent weekly in a team of 15 members.
Manages payroll and other administrative tasks of all 15 employees within my designated team.
Develops and produces solid solutions, strategies and action plans daily to improve business performance and client-partner success based on accurate, meaningful data reports and analysis and/or keen observations pulled from Tableau, Medalla, Speechminer and NICE Analytics.
Spontaneously reviews existing processes and/or workflows to ensure increased efficiency and adherence to policies and guidelines provided by the company and the clients.
Communicates and engages daily with team members in a concise manner and are able to understand their needs.
Utilizes Tableau and other internally built reports to understand/analyze trends or behavior on agent performance metrics daily which either positively or negatively affects the team’s and overall operations’ performance.
Handled and supervised different lines of business within the account from training, nesting and operations.
Team Coordinator
Focusing on supporting agents with their questions or concerns about workflows.
Making sure agents follow the workflow and the coaching plan from the Team Lead.
Supported teams from different lines of business within the account from training, nesting and operations.
Training Team Coordinator
Facilitates New Hire Training for 3 weeks with an average of 18 trainees per class.
Create one pager and class material to be used for peak season and conducts refreshers partnering up with operations during off-peak season
Manages payroll and other administrative tasks of all trainees in my class.
Partners up with HR in conducting New Hire Orientation.
Customer Experience Specialist
Helps users globally (guests and hosts) to navigate how the vacation rental platform works online or the app.
Assists hosts how to start listing their spaces and guests by booking available listings.
Answers users with frequently asked questions using the vacation rental service.
Cross-trained and upskilled for various tiers or lines of businesses within Operations.