Kelly Schnell

Experience

• 

  Mayflower Cruises & Tours

  Jan 2008 - Nov 2021

  Customer Service Supervisor

  • Responsible for a team of 5 customer service and call center employees • Maintain the department performance metrics including sales figures, quote conversion and call center KPIs• Coordinate with Marketing on the planning and execution of marketing campaigns and promotions• New employee training and mentoring.• Liaison between the call center and the operations department.• Experienced in deescalating angry / frustrated clients• Implemented new procedures to streamline our processes• Manage the reporting and sales support for travel expos and trade shows• Monitoring my teams phone calls for training on how to exceed our travelers expectations Show less

• 

  C.H. Robinson

  Nov 2021 - now

  Customer Account Specialist