Karla Lizbeth Flores Morales
Hospitality Management
Cancún, Quintana Roo
Summary
I am a resourceful Contact Center Supervisor at RCD Hotels, skilled in workforce optimization and team engagement initiatives. In this role, I maintained an average conversion rate of 15% while leading a team of 15 agents through quality assurance monitoring and compliance management to improve the customer experience. My 11 years of experience in the hospitality field have reinforced my ability to drive results and build strong relationships with clients across several market segments.
Overview
4
4
years of professional experience
1
1
Language
Work History
Contact Center Supervisor
RCD Hotels
Cancún, Quintana Roo, Mexico
02.2024 - Current
- Actively participated in recruiting activities to attract top talent for the contact center roles
- Guided and coached a team of 15 agents divided into 3 areas: Sales, Customer Care, and LiveChat.
- Ensured that individual and corporate goals are exceeded and that high-quality standards are maintained through KPIs, including a minimum 15% conversion rate, response times within 72 hours, and sales goals.
- Supervised and tracked phone calls, emails, and chat activity using various contact center applications and software tools, including Avaya, Salesforce / Amazon Web Services, and LiveChat App, plus conducted feedback sessions with agents.
- Collaborated with cross-functional departments to solve complex customer issues and improve the overall customer experience.
- Responsible for selling and providing assistance to clients from several markets, including the United States, Canada, and Latin America, for nine five-star, five-diamond hotels belonging to the Hard Rock All-Inclusive, UNICO Collections, AVA Resorts, and NOBU brands.
- Managed, scheduled, forecasted, and made real-time adjustments to meet fluctuating call volume demands while maintaining service level targets.
- Developed, executed, and enhanced reservation procedures using tools such as Booking Engine, Synxis Voice Agent, OPERA (PMS), and WorldPay
LiveChat Agent
RCD Hotels
07.2021 - 02.2024
- As a top seller, I developed strong relationships with new and returning customers by always providing excellent service, asking opened questions to determine which option would be the best fit for customers' needs, resulting in keeping my conversion rate over 12%
- Resolved customer complaints, identifying problems while suggesting solutions, and redirecting customers to the department in charge, all within the parameters of company-mandated policies and procedures.
- Handled inbound customer chat conversations with more than 30 customers on average per day from around the world for the Hard Rock Hotels All-Inclusive, UNICO Collections, AVA Resorts, and NOBU brands. It allowed me to improve my writing skills
- Consistently met or exceeded performance metrics for speed, accuracy, and satisfaction in live chat interactions.
- Trained new team members on live chat procedures and customer service protocols.
- Supported continuous improvement initiatives by providing feedback on existing processes and suggesting areas for enhancement.
- Assisted in creating canned responses that expedited common query resolutions while maintaining a personalized touch in communications.
Education
Bachelor’s in International Hospitality Business - Hospitality Administration And Management
Glion Institute of Higher Education
Villahermosa, Tabasco, Mexico 05.2001 -
Certificate in Hotel Operation - Hospitality Management
Glion Institute of Higher Education
Villahermosa, Tabasco, Mexico 05.2001 -
Skills
- Workflow Improvement
- Performance Measurement
- Compliance Management
- Coaching and mentoring
Accomplishments
- I trained and supervised a team of 5 agents who started in February 2024. We now have 15 staff members and have achieved sales of up to 2,000,000 USD per month, while maintaining a cancellation volume below 20% on a consistent basis.
- Since taking over the Contact Center Supervisor position in 2024, I have developed several standards and procedures. These have enabled the department to maintain high-quality operations to this day.
Timeline
Contact Center Supervisor
RCD Hotels
02.2024 - Current
LiveChat Agent
RCD Hotels
07.2021 - 02.2024
Bachelor’s in International Hospitality Business - Hospitality Administration And Management
Glion Institute of Higher Education
05.2001 -
Certificate in Hotel Operation - Hospitality Management
Glion Institute of Higher Education
05.2001 -