Manager Customer Care

Roy C. Quenneville

**** * ******** *** *****: 602-***-****

Phoenix, AZ 85015 Email: ********@*****.***

Superlative Realty Current

Licensed Realtor

Member of Phoenix Association of Realtors

Best Western Hotels and Resorts

Manager, Customer Care Reservations Sep 2007 to March 2020

As the Customer Care Manager my responsibilities included:

Coaching and Mentoring a team of 12 Supervisors whose duties included driving the achievement of Key Performance Indicators (Average Handle Time, Conversion from a call to reservation and call Quality).

Managed the day to day operations of the Contact Center

Maintain a professional environment in the Customer Service Call Center.

Approved Payroll bi-weekly for Contact Center Employees.

Complete midyear and yearend performance evaluations on the Supervisor group

Ensured the Supervisors were managing performance evaluations for their teams. The number of agents would range from 120 to 300 depending on the time of the year.

I handled escalation calls from hotel guests and hotel owners that originated from the Contact Center.

Managed new agents coming into the Center (Training Bay) until they were adequately prepared to meet department goals and KPI’s.

I reviewed the performance of the Contact Center Daily. I would follow up with our Work Force Manager to make any adjustments required to ensure we were able to handle the call volume (schedule changes, Overtime, or Absent without pay).

Manager, Electronic Distribution Services Nov 2005 to August 2007

As the Manager of Electronic Distribution systems, I was responsible for leading the efforts for Best Western Internationals 4,200 Hotels in gaining optimal efficiency in data maintenance, while maintaining accuracy and quality of the hotel information in Best Western’s Central Reservation system, BestWestern.com and all onward electronic distribution channels.

John C. Lincoln Health Network (Honor Health)

Director of Facilities, Real Estate and Development July 2002 to Nov 2005

As the Director of Facilities, Real Estate and Development one of my responsibilities was the management of the facilities maintenance department for John C. Lincoln North Mountain Hospital. Duties included oversight of the day to day operations as well as all construction planning, bidding and awarding of contracts. I was also responsible for minor expansions, staff relocations, remodels and alterations of existing hospital facilities. I budgeted and was responsible for the operation, leasing, tenant improvements and financial success of the five JCL owned MOB’s (Medical Office Buildings) totaling 250,000 square feet.

Additional responsibilities included negotiating and maintaining lease agreements for the 8 Hospital owned practices throughout the city of Phoenix, auditing rental expenses and performing audits of CAM expenses. Additionally, I was responsible for negotiating the purchase and sale of all JCL facilities as wells as representing JCL in submitting site plan amendments and zoning request changes to the appropriate City and governing body.

Cendant Corporation, Phoenix, AZ

Director, Distribution Operations March 2000 – January 2002

As the Director of Distribution Operations, I was responsible for leading the efforts of the Cendant Hotel Division in gaining optimal efficiency in data maintenance, while maintaining accuracy and quality of the hotel information.

Other Responsibilities within the Cendant Hotel Division

Manager, Distribution Operations 1999 – 2000

Manager, Database and Revenue Enhancement 1997 – 1999

In 2001 I was the nominated for and awarded the Spirit Award for Cendant’s Phoenix Location. This is an annual excellence in leadership award.

Coldwell Banker Dinning Beard Realty – Wichita, KS

Realtor Associate 1994 – 1997

As an independent contractor I listed and sold residential real estate as well as negotiated contracts for buyers and sellers. Within a year of starting in this industry I increased my income by 25% and within two years I was in the top 10% of sales staff in my office.

References available upon request.

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