Renata Michel-Dembe

Direct responsibility for operational activities with experience in 24/7 environment
Ensuring effective service level programs are in place with a Client and all standards, policies and procedures are put into practice by all staff members
Ensuring staff implement effective techniques aimed at the sale of customer preferred operators and suppliers according to the Client’s travel policy, consistent optimum use of technology and maintaining a cost-effective operation.

Supervising daily activities of CWT Business Consultants, providing coaching and mentoring. Resposible for schedule adherenece of individual eCenter Consultants. Monitoring call quality and overall performance of Employees, promoting service quality and accuracy and monitoring daily tasks of the team.Ensuring achivement of quality and operating standards and targets.

Support Busines Administrators and CRM Users globally, ensuring to drive CRM Data Quality;
Administration of CRM onDemad;
Provide reports and analysis to Management;

Arrange and coordinate all travel related to Art Program including Air, Hotel, Car Rental and extended housing for employees and families while adhering to Client Travel Policy;
Arrange and coordinate all corporate accommodation for Customers and their families;
Liaise directly with Client Suppliers, Global HR and Travel Team;
Assist with set-up and collaborate with Client on new/or improved program procedures and forms;

Providing daily supervision of the assigned department, monitor and improve SLA’s , managing and resolving queries and complaints, providing ongoing coaching and mentoring, effectively track employees’ timekeeping, interface with other departments to resolve customer service issues; direct contact with Section Manager;

Making travel arrangements for business clients (also known as corporate travel), providing solutions and help in emergencies as well as comprehensive and independent travel advice allowing the clients to gain access to the widest range of travel services and products and the most up-to-date information, building positive customer relationship by efficient service and expertise;