Oversee the complete lifecycle of customer inquiries and tickets, ensuring accurate documentation, timely resolution, and adherence to SLAs
Coordinate with internal teams to resolve complex issues, maintain service quality standards, and ensure compliance with organizational policies and regulations
Track and analyze key metrics such as resolution times, backlog, and customer satisfaction; provide actionable insights for improvement
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Actively seek verbal feedback from customers and team members at every opportunity.
Agree on and implement actions to make improvements to customer service.
Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
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Capture technical and business requirements (user stories) for transitioning in-scope business lines (voice) and designated IVR call flows to Amazon Connect
Engage with customer stakeholders to understand current-state contact center operations and desired future-state outcomes
Design an end-to-end architecture solution for the customer's IVR and Contact Center on AWS Services
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