1. Serco Internal
Alissa Mickelson
Intelenet Global Services
mickelson@loretel.net
Glyndon, MN 701-361-2294
WORK EXPERIENCE
Corporate TeamLeader/Account Manager – Orbitz for Business
Intelenet Global Services – July 1999 to Present
Manage a team of 9 team leaders and 100+ employees
* 2015 Serco US Regional Pulse Award winner – Customer Service
* Recruit, Interview and hire new OFB agents
* Train employees in Customer Service and perform checks to maintain a high level of service
* Analyze real time and past date performance statistics to ensure client contractual obligations
are met
* Compile reporting information and communicate to Director of Client Services
* Facilitate and participate in weekly supervisor development meetings to ensure learning and
growth
* Create annual employee performance appraisal forms for consistent performance results
*Maintain daily stats and adherence reports for employee review to help improve efficiency and
accuracy
* Participate in monthly financial meetings to align with corporate growth expectations
* Facilitate one on one meetings to resolve employee/supervisor disputes
* Strengthen client relationships through weekly call calibration meetings
* Mentor new supervisors
*Maintain a positive relationship with the client
TeamLeader – OFB Executive Desk
Supervised daily operations for a team of 17 agents
* Monitored and coached performance, behavior, and attendance issues
* Provided subject matter expertise
* Reviewed CMS statistics on a daily basis and provided constructive feedback
* Completed all client related training requirements
* Communicated all process and client changes to direct reports
* Motivated agents through employee recognition and awards programs
* Conducted monthly team meetings and weekly one on one meetings with each individual
agent
Quality Assurance Associate- OFB/Orbitz Leisure
Monitored agents calls and emails according to the client contractual goals
* Maintained agents quality scores and reporting
* Coached associates on how to improve their quality
* Developed the quality form used to score calls
* Through monitoring of agents worked with training to coordinate improved processes
Executive Corporate Travel Agent – OFB/Various Corporate Accounts
*Working knowledge of Sabre/Apollo/Worldspan GDS systems
*Experienced in complex international and domestic travel
*Experiences working as an onsite agent
*Vast experience working with VIP/Executive travelers and their admins

2. Serco Internal
*Vast knowledge of all Microsoft Office products using Excel and its reporting capabilities daily
EDUCATION
Moorhead State University- Moorhead, MN – Criminal Justice Program
ADDITIONAL INFORMATION
Over 16 years' experience in the Corporate travel industry. Proven leadership and training skills,
staff development, workforce management, recruiting and hiring, and operational efficiency.
Excellent customer service skills including a proven ability to de-escalate client escalations.