My attraction for travel became evident during my university years. After completing the Travel, Tourism and Hospitality certification at South Eastern Academy in Kissimmee, FL in 1998, I moved from Chicago to Orlando to pursue a career in the travel industry. My first experience in this trade began as a travel agent at cruise travel agency outside of Orlando, FL. I quickly became engrossed in the tourism environment and shortly went on to work for Universal Studios and various hotel chains.
A few years later, I made my way back to Chicago where I began My career with DER as a Telephone Sales Representative for the consolidated air department. After nine months, I was promoted to the Customer Service Department, where I managed multiple products and expanded my skillset.
In 2002, DER was purchased by Rail Europe, Inc. With organizational restructuring, I moved into the role of the Quality Assurance Specialist in 2006. There, I coordinated the creation and implementation of a quality assurance program for Rail Europe’s contact center. Once again building to my knowledgebase and management skills, I earned my way to my current role as Operations Manager for Rail Europe, Inc. in 2008.
In the past few years, I have developed my professional competencies in contact center management, accredited by completing the Mastery Certification in Call Center Supervision; and earned the ICMI® Certified Operations Manager professional designation. This certification demonstrates expertise in the operational management of a contact center; in addition to my daily tactical responsibilities of operating a successful contact center, including management of people, processes and technologies.