I am a results-driven Team Leader with over five years of experience in customer service and sales operations. I specialize in leading high-performing teams, driving KPI improvements, and streamlining processes to deliver measurable business results. My leadership style is rooted in coaching, mentoring, and performance management, with a strong focus on efficiency, client satisfaction, and accuracy.
In my current role as Team Manager at Enshored Inc., I oversee daily operations for a travel account, ensuring service delivery meets strict KPIs in efficiency, quality, and customer satisfaction. Previously, as a Sales Team Leader at Travel + Leisure Global Support Services, I supervised call transfer specialists, conducted onboarding and training, and implemented strategies that consistently elevated team productivity.
My career foundation includes customer service roles at Hilton Hotels and Sutherland Global Services, where I developed expertise in guest relations, reservations, and technical troubleshooting. I also bring an educational background as a Special Education Teacher, where I created individualized learning plans and adapted strategies to meet diverse needs, an experience that taught me patience, adaptability, and the value of tailoring approaches to unique situations.
I am a Licensed Professional Teacher and currently pursuing a Master of Arts in Education major in Educational Management. My skills span team management, performance monitoring, customer satisfaction, and technical proficiency in tools such as Amadeus GDS, Salesforce, Zendesk, and Power BI.
Clients value my attention to detail, proactive problem-solving, and commitment to building long-term partnerships. I take pride in delivering efficient solutions, coaching teams to peak performance, and ensuring exceptional client experiences every time.
