Manager, Coach, Trainer
Resume:
Kailyn Courts
Professional Summary
Phoenix, AZ
******.******@*****.***
I am a proven leader with a passion for creating a productive, successful and engaging workplace that promotes world class customer service and support. I am knowledgeable in contact center coaching methodologies and I am able to use the methods to bring the best out of any team to meet and exceed goals.
Authorized to work in the US for any employer
Work Experience
West Coast Manager, Travel Services
Road Scholar Educational Travel - Portland, OR
May 2019 to June 2020
• Establish departmental presence and open West Coast office for Travel Services
• Respond quickly and appropriately to high touch international travel escalations
• Oversee team of advisors and Team Leads across MA, OR, and VT
• Day to day operations of department including advisor discipline, workload management, phone que management
• Development of departmental processes and training
• Communication with international vendors to resolve participant issues
• Weekly 1-on-1 meetings with advisors and team leads to review productivity, accomplishments and obstacles
• Yearly performance reviews
• Use of Amadeus, SalesForce, Microsoft Office, and ICBM
• Company Wide Departmental presentations
• Manage team remotely post Covid-19
Supervisor, Participant Services
Road Scholar Educational Travel - Boston, MA
February 2018 to May 2019
• Support and develop a diverse team of advisors with the goal of increasing enrollments, productivity, and enhancement of Road Scholar’s quality of service
• Participate in hiring and staffing recommendations, by supporting senior management in pre-screening resumes, and facilitate interviews and position changes as needed
• Identify areas of opportunity within current policy and procedure, offering suggestions on how to ensure they are efficient and in accordance with current organizational goals
• Collaborate with Team Lead to coordinate consistent and appropriate coaching throughout the team in a strategic manner
• Weekly report out on team’s results to date in a clear and concise manner, taking ownership over team performance
• Use of call quality monitoring, metrics reports, and live tutoring sessions to identify team wide and individual advisor trends to assist advisors in meeting and exceeding their goals
• De-escalation and resolution of highly escalated participant calls seeking satisfactory resolution for both the participant and the organization based on all relevant information
• Use of established Performance Management Guidelines to ensure Contact Center goals and values are upheld
• Maintain current department and organizational knowledge to educate advisors and participants appropriately
• Participate in the off-hours Emergency Duty Officer phone rotation Service and Sales Advisor
Road Scholar Educational Travel - Boston, MA
June 2016 to February 2018
• Maintain a knowledge of product inventory to offer educational travel experiences to adults 40 and over via chat, email, inbound and outbound calls
• Use all available resources to answer participant inquiries regarding program itineraries, documents, and general air information
• Met and exceed established call center metrics including call quality monitoring
• Create service requests to ensure participant needs are met
• serve as departmental expert in organizational initiatives
• verified data integrity and accuracy
• entered details such as payments, account information to ensure household records are complete
• travel as needed
• help establish and train on best practices to peers Visitor Services Specialist
Museum of Science - Boston, MA
November 2012 to June 2016
• Welcome and provide a world-class customer service experience to incoming members and guests
• Communicate with guests calmly, and effectively to identify needs and act accordingly
• Careful itinerary planning
• Process Accounts Receivable
• Maintain established sales goals and upsold services whenever possible
• Daily operations of Museum Attractions and Special Exhibits
• Efficiently manage hundreds of students and teachers visiting on school field trips Shift Leader
Johnnies Foodmaster - Lynn, MA
September 2008 to November 2012
• Manage floor staff for breaks, duties, and prompt departure
• Cover gaps in shift coverage
• Train incoming staff for cashier and shift lead positions
• Balance cash drawers of all cashiers a the end of their shifts to ensure proper money turn in
• Balance store safe to ensure cash totals reflected daily reports
• Account for safe discrepancies before store closing
• Resolve customer related complaints
• Field questions on policies and procedures
Education
Some College in Business / Pre Law
University of Hartford - Hartford, CT
September 2011 to December 2011
High school diploma in General Studies
Lynn Classical High School - Lynn, MA
September 2007 to May 2011
Skills
• Presentation Skills
• Salesforce
• Conflict management
• Live Chat
• Performance Management
• Interviewing
• Management
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