Expedia
January 2002 to the present
Customer Operations Group Lead
tags:
analytical & attention to detail
• operations analysis
• operations & logistics
How would you describe your time at Expedia?
Provided coaching for agents within all levels of the Traveler Advocacy Group including Tier 1, Tier 2, and Tier 3(Executive Customer Service).
Responsible for random quality assurance monitoring for all agents of the Tier 3 group, including monthly audits of agents resolved cases.
Worked with World Wide Product Development to ensure that all website releases met with Customer Operations standards and expectations.
Resolved the highest level of escalations received by the CEO and President of Expedia North America offices. Reported finding after complete investigation of these cases to the CEO and President Offices.
Approved payout amounts of up to $2000.00 as applicable for retention purposes.
Managed workload for the Traveler Advocacy Group and assigned duties to a staff of 70+ agents as directed by Senior Management.
Managed case load for Research, Service and Operations divisions within the Traveler Advocacy Group department.
Monitor and report all technical and support related trends in the business to the process excellence team and site optimization teams.
Conduct team meetings to review current trends, relay new company wide directives and advice Tier 1, 2 and 3 agents on new company initiatives.
Assist Team Supervisors with investigations into agent productivity and agent concerns.
Handling Attorney General Complaint cases within 10 days of receipt of these cases from all State AG offices.
Assign duties to Tier 1, 2 and 3 agents to ensure company SLA's are met and follow up with agents on work assigned to verify resolution has been reached with the customer or vendor.... 
