PROFILE

I focus on the smallest details to gain the biggest result, and believe that

each customer interaction is an opportunity to delight, impress, engage and inspire!

EXPERIENCE

Distribution & Contact Center Manager, Standard International Hotels; February 2018 - April 2020 Furloughed in response to Covid-19 Standard Hotels is a group of upscale boutique hotels located in LA, Miami, NYC, London and Thailand. I was hired to create a centralized contact center for the reservations and customer service team.

• Managed a team of home based agents ‘

• Responsible for all hiring, training, scheduling coaching and performance evaluations

Senior Advisor, Apple Inc; May 2015 - February 2018

• Provided customer support for escalated software and/or hardware issues.

Call Center Manager, Radiant Services; Feb 2014 - Feb 2015

• Managed a team of 8 Customer Service Representatives, Responsible for all hiring, training, scheduling, coaching and performance evaluations Worldwide Coach, Apple Online Store; Sept 2010 - Feb 2014

• Managed the Quality and Coaching program for Apple’s outsourced vendors in the USA and Europe

• Lead weekly calibration meetings, Developed and led training courses, Completed the Apple’s trainer certification course SKILLS

Home based and on site team management experience, Identifying problems, setting goals and performance expectations Employee Development through coaching, feedback and call evaluations Experienced in supporting both chat and phone advisors,Leading call calibrations, Studied principles of adult learning theory, Skilled in Blackboard, Zoom, WebEx, Apple Trainer Certified

ANDREA PENNA

adgo3w@r.postjobfree.com

512-***-****