La Costa Limousine Work Values

Daily Duties at La Costa Limousine:

Created a Call Center Environment from buying the phone system to new phones, desks and monitors. Required to purchase a phone system that could give me an IVR and a system matic and user friendly phone options for clients, reservations, emergencies and dispatch. Purchased and implemented a new phone system through Protel. Creating detailed customized reports from how many calls per hour to how many calls per month. Was able to report important information that I created on the system and give this detailed information to the owner of the company. Inputted emergency lines of 4 back up copper lines. Involved with combining all phone numbers through past companies that we have bought and purchased and made sure that the day of the switch all numbers were forward to the main line. Created four out going fax lines for outgoing faxes and created an in- bound fax number. Created several lines to include the main line and back up lines resulting in no calls went unanswered in an Emergency situation or a power outage. Worked daily on statically numbers to assure a low abandonment rate and assuring all calls were answered on the first ring. Worked closely with the technical and engineers to assure all phone data, reports and call monitoring was calculated correctly. Implemented a first call resolution and trained my staff members to use this skill on every call. Handled a Call Center of 8-10 seats with 5-20 employees. Created Policy and Procedures on Dress Code, Schedules, Discipline Procedures and Phone Manners. Involved the staff on a daily basis to discuss Calls Taken and Reservations. Created Multiple Incentives for the Top Reservationists in daily static’s. Created a Monthly Qualitative to discuss on their Customer Service Skills and ways to work with my staff to better the call in a positive way. Worked closely with the other Management Team to discuss Team Work and ways to make all departments run in a positive direction. On Call 24 hours a day seven days a week. This does include Holidays and Vacations. Responsible for all Interviewing, Hiring, Training, Coaching and Developing Teams. Including, Terminations, Discipline and Absence Tracking. Handled all escalated calls from clients, customers and business. Required to manage and or improve ASA, Time Answered, Call Waiting, First Call Resolution. Ensure key performance metrics, including call center statistics, response times, order accuracy, ecommerce utilization, and customer satisfaction measures are defined and achieved. Monitor and manage key account relationships and collaborate with sales and marketing to maximize revenues and customer loyalty. Establish global customer service policies, processes and standards across European, Asian and North American customer service centers. Establish Customer Outreach Programs to maximize strong customer service and satisfaction. Mature and seasoned senior manager with well developed inter-personal, customer communication, problem-solving and leadership skills comfortable presenting to executives as well as front-line staff

What they like about La Costa Limousine:

A hiring company that offers alternative approaches to pay, performance bonuses, and/or equity in the firm is very attractive to you. You're generally less interested in working for an organization offering only traditional, salary-based compensation, one with limited opportunity to acquire equity in the firm, or one that does not actively promote skill development. In addition, you are more likely to choose a company that offers a variety of internal career options, with defined career paths. You view the learning of new skills and development of your expertise as key to your career advancement. These aspects of an organization may become even more important to you as you progress in your field, and are especially critical if you change career or occupation.

Tags

Client Services, Call Center Manager, Call Center Supervisor, Operations Manager, Customer Service, Finance Manager

Skills

P&L responsibilities, Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts., Sales Support, Software Implementation, Requirements Analysis & Specification, Leadership , MS Word, Outlook, Center Vu, IntelliCenter, Perform well under high-stress situations

These are some of the questions we asked our climbers about their experiences with La Costa Limousine: