Nekky Marie Vinalon

• Managed overtime, shift swaps, breaks and PTO requests.
• Track and adjust activities in real time to respond to unplanned absences, unexpected call spikes and other immediate operational needs.
• Preparing reports for management with insights on employee productivity, service quality, and overall workforce efficiency.
• Monitoring employee adherence to schedules and providing insights to improve workforce discipline and productivity.
• Planned, monitored and appraised employee work results by training managers to coach and discipline employees.
• Set and adjusted to schedules to maintain optimal coverage and service levels.

• Conduct audits and regular quality checks on processes, documentation, or communications.
• Maintain quality standards, workflows, and checklists.
• Monitor and evaluate customer interactions by listening to calls to ensure HIQ Reps follow the compliance with company standards and regulations.
• Ensuring all interactions and processes comply with the law and regulations (like HIPAA).
• Providing detailed reports, offering insights on service trends, errors and areas for improvement to help refine and increase efficiency.
• Reviewing call evaluation with other departments, to streamline operations and improve service quality.

• Managing and guiding sales reps, setting goals and monitoring performance metrics.
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
• Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
• Organized weekly team meetings to discuss progress, challenges, and opportunities for growth.
• Enhanced team's sales performance by leading weekly strategy meetings.

• Monitoring calls by listening to recorded or live calls according to company policies, product knowledge, and customer service standards.
• Evaluating performance measuring how sales reps meet the quality metrics, tailor fitting the offer to customers needs, closing the sales, objection handling and overall professionalism.
• Providing feedback and coaching sessions to help sales reps improve their skills, overcoming challenges and achieving higher performance.
• Touching base and providing actionable insights to supervisors and managers for improvement.
• Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.

• Resolve customers to modify, cancel their reservations for flights, hotels, car rentals and other travel services.
• Resolved customers complaint with empathy, resulting in increased loyalty and repeat business.
• Managing refunds and payment disputes.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Helping customers plan, book, and manage thei r travel arrangements, which can include flights, hotels, rental cars, and vacation packages.
Handling Inqui ries, making bookings and upselling and cross-selling
products like travel insurance, additional tours, and activities.