Genice Joy T. Gicalde

• Oversee the daily operation and lead driving and monitoring critical KPIs and CPMs.
• Present and discuss Performance with clients on Weekly and Monthly Business Reviews.
• Developed systems and procedures to improve operational quality and team efficiency.
• Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

Key Responsibilities:
 Oversee daily operations and service delivery for the entire site
 Weekly Performance review with Leads/Trainers
 Implemented framework for the planning, rollout, and implementation of various SOPs
 Client Interaction on Various Process Standardization and Performance Discussions
 Presenting site Performance in WBR (Weekly Business Review) & MBR (Monthly Business Review)
 Coordination with Internal Group for activities, processes on Employee Satisfaction
 People Management – Attrition & Employee Engagement activities

Key Responsibilities:
 Managing CPMs on a day-to-day basis - Service Level and AHT
 Submission of the Monthly Dashboard

The market’s Complaints & Compliments Tracker, Email & Queue Exemption & Validation, and the Delay Handling
 Handling end-to-end management of the Back Office Team, e.g. emails, queues and ticketing. Ensuring the Turnaround Time is met and all cases are closed efficiently
 Maintained primary trackers to be shared with the client. AME Monthly Performance is shared with the client by the end of the month. This includes Service Level, CSAT and all trackers such as OB Cases, Seat, Refund, Ticketing, and Waiver
 Action Plans deployed to curb gray areas in the market’s performance and deliver best result.
 Active Participation of the Team in any Company Activities
 Monthly One on One Discussion and Performance Next Discussion. Discuss with each Team Member their current performance and the areas they need to work on. Annual Appraisal rating is discussed with each Team member along with their objective and goal in the next coming quarters
 Take Managerial Calls for complex transactions/cases that are escalated by Leads. Handle cases that are for possible complaint and cases highlighted by Business Operation America Team
 Attendance in the Weekly Internal & External Calibration

Key Results:
 Receive calls from Expedia Elite Passengers. Assist Elite Passengers with their flight bookings and/or package (car rentals & hotel accommodation)
 Receive calls from L1 regarding Fare Rules Inquiry. Assist Customer service representative/L1 to check Fare Rules using Sabre

 Receive calls from Passengers who have booked their tickets with Expedia

 Assist Passengers with their flight bookings and/or package (car rentals & hotel accommodation)