Paulina Rudnicka

- evaluating recorded customer service calls and email correspondence according to established guidelines and internal procedures
- providing timely feedbacks; conduct quality audits for the team an a weekly basis
- attending supervisor calibration calls
- identifying process improvement opportunities and presenting them to the support
- monitoring individual agent performance trends to ensure they adhere to quality processes
- preparing and analyzing quality-related reports
- providing coaching/mentoring to the agents to increase their efficiency

- supporting agents on a regular basis
- handling more complicated requests from premier service customers
- supporting internal reservation processing system for the hotels (e.g. iHotelier)
- providing technical support and global expertise to the hotel industry

- handling calls, emails and chat requests from Spanish & English speaking customers
- provide effective revenue management solutions to the hotels by
supporting internal reservation processing system (e.g. iHotelier); rate and revenue comparison tools (e.g. Rate360; Hotelligence360) and integrated channel management system (e.g. Ezyield)
- providing technical support and global expertise to the hotel industry