Carol Cao

Experience

• 

  Hilton Worldwide

  Jun 2006 - Nov 2009

  Customer service

  - Answer the phone from the room- Take the room service order- Restaurant booking- Coordinate with different department to provide the things what customer needed.- Simple complaint handle- Telephone report submitting- I had worked as a leader of the team before I left the hotel

• 

  Hertz

  Nov 2009 - Aug 2013

  - Lead the team to achieve the KPI which mainly includes abandon rate control, Email response time control, complaints control, increasing the number of booking by telephone and email. - Keep in touch with each department to ensure all booking system and all the process works smoothly and correct. - Arrange subordinate supervisor's work, fully understand the characteristics of subordinates and assign suitable working . - Host department weekly meeting. - Participate actively in various training and train to all the employees. - Design and complete the training material which include both outbound and inbound booking precedure, new hire handbook.- Coordinate with IT support and related dept to imporve the booking system performance, reduce the manual work and avoid human error.- As a customer care specialist in 2009, be promoted to supervisor at the end of 2010, be promoted to assistant customer care manager at the end of 2011, be promoted to the reservation manager at JAN-2013. Show less

  • Reservation Manager

    Jan 2013 - Aug 2013

  • Assistant Reservation Manager

    Jan 2012 - Jan 2013

  • Customer Care Supervisor

    Jan 2011 - Jan 2012

  • Customer Care Agent

    Nov 2009 - Jan 2011
• 

  Ten Lifestyle Group

  Sept 2013 - Sept 2017

  Lifestyle Manager

  - To be a lifestyle manager and focus on worldwide flight/hotel/car hire/private jet/restaurant jobs and other intelligent supports. Focus on high end member and keep good relationship with luxury travel agencies.- Demonstrating a positive attitude and passion to continue setting an example of how to deliver a great phone – based service and also aim to surprise and delight on each and every request.- Acting as mentor to other team members and assisting others on requests- Contributing to team culture - Developing new skills (eg. Supplier negotiation and expertise, corporate account expertise, recruitment, training, coaching) - Homepage management and allocation– support lifestyle managers on shift to manage their homepage, should monitor allocation pages to ensure that no requests are left unactioned.- Break cover – to ensure that LMs take their breaks at the time indicated in the lunch rota- Customer Care Issues – handle any customer cares that arise on the shift where appropriate and escalate appropriately to member chair.- Meeting with Asia office and discuss the feedback and give the improvement project.- Vendor management- Focus on car hire vendor development and follow up the new agreement, have good relationship with them.- Professionally manage all escalations from shift to leaders, and subsequently pass to other members of staff as appropriate. - Quality assurance (Spot check team member’s calls and emails to ensure all the service under Ten’s standards.)- Any other reasonable instruction as directed by the Operations Director or other member of staff. Show less

• 

  Agoda

  Oct 2017 - now

  Builds and leads a global team of Team Captains, managing seven team managers across Japan, Korea, Budapest, Bangkok, Kuala Lumpur, Singapore, and China, along with 100 Team Captains. Drives internal and external change by leveraging team-level communication tools to operationalize strategies, plans, and transitions. Leads global projects and collaborates with stakeholders to ensure continuous improvement and innovation.Focuses on operational excellence by using data to align team operations with SLT strategy, ensuring seamless functionality and clear communication of business impacts. Identifies improvement opportunities at the functional level, crafting detailed roadmaps for execution and delegation. Drives change by operationalizing strategies through advanced communication tools.Fosters innovation by promoting tools that enhance service delivery, encouraging proactive problem-solving, creativity, and a growth mindset. Leverages intellectual curiosity and data analysis to uncover insights into customer and agent behaviors, leading to efficiency solutions for enablement teams. Assesses risks and opportunities, transforming hypotheses into compelling narratives that drive positive change for stakeholders.Acts as the team’s voice in business partnering and stakeholder management, engaging in experiments to ensure team needs are met, enhancing customer experiences. Facilitates open communication among stakeholders, sharing feedback and insights, aligning priorities, and negotiating trade-offs to achieve improvement solutions.Leads performance management and team development to foster a culture of excellence, ownership, and continuous improvement. Actively recruits strong talent, retains top performers, and nurtures future leaders, ensuring organizational resilience. Handles direct and respectful conversations adeptly, considering all perspectives and stakeholders involved. Show less People Leadership: Coach and provide feedback to agents, senior agents, or team captains to reach/exceed KPIs and meet/exceed expected behaviors and to enable them to perform at their best, and develop them to reach their career goals. Coach the coach (Junior team manager) for better TM coaching skill.Manage changes, act as a role model and provide support/guidance to other team managers on how to successfully implement changes in their teamsOperational Excellence:Closely monitors hourly, daily, and weekly SLA performance and offers data-driven insights that help leaders & enablement teams understand performance, informs coaching opportunities, and identifies improvement opportunities Leverage prior experience leading customer service teams to resolve more complex operational challengesEscalate problems or issues to related departments in a timely manner and offer thoughtful solutions to reduce the impact on operations or on customer experienceCollaboration:Collaborate with local team:- On team performance: providing updates about the team, traffic, projects, concerns, challenges, and opportunities- Participate leadership meetings- Stay up to date with products, news, goals, decisions, projectsCollaborate with other teams while keeping overall company / department goals in mind:- Broader language team to act as a subject matter expert on selected topics and provide best practices- Take part in selected/assigned projects to bring in team expertise and represent team / region / language team- L&D calibration: NHT, training needs, plans - QA, WFM, L&D: discuss performance, provide information, calibrate Show less My responsibilities include, but not limited to, the following: - Continuously monitor the traffic & highlight discrepancies and take actions on spot if needed to ensure that service levels are met - Provide constructive feedback - Coach, mentor, motivate and evaluate the performance of the team on a regular basis. - Identify performance gaps, formulate action plans to address identified gaps, implement and monitor action plans to ensure success. - Ensure the proper and effective implementation of new and existing customer service structures & procedures Understand & analyze traffic reports, proactively make suggestions for improvement - Monitor team attendance, document infractions and implement corrective action Assist with planning/organizing the proper coverage & align staffing - Supervise the quality assurance process and related training of staff members to ensure quality customer service. - Participate in recruitment activities (screening, interviewing) - Act as a backup of Operations Manager if needed- Domestic team setup- Project management- Wechat team project leader- Agoda Security and Privacy Ambassador- Data analysis Show less

  • Regional Customer Services Manager

    Mar 2023 - now

  • Senior Team Manager

    Jan 2022 - now

  • Team Manager

    Oct 2017 - Dec 2021