Results­-oriented Client Support Supervisor with diverse background in Management and Customer Service. Dedicated to providing excellent Customer Service and making operational and procedural improvements.

1. CARLA BALLMES
4526 Canna Dr, Orlando, Fl 32839 | H: 407-272-1747 | carlaballmes@gmail.com
SUMMARY
Results-oriented Client Support Supervisor with diverse background in Management
and Customer Service. Dedicated to providing excellent Customer Service and making
operational and procedural improvements.
HIGHLIGHTS
Meticulous attention to detail Focused on customer satisfaction
Management of remote employees Well-organized in a multi-tasking environment
Yield Management XML connectivity
Recruiting, Training and development Salesforce.com, Zendesk.com
Jira / Agile Project management
ACCOMPLISHMENTS
▪ Played an instrumental role in rewriting the training curriculum for all employees
performed training for new and existing support agents.
▪ Played an instrumental role in increasing customer satisfaction ratings index from
75% to 90% within 2 years as Client Support Supervisor.
▪ Assisted and implemented New Attendance policies and procedures for the customer
service department.
▪ Successfully migrate hotels from screen scraping script to XML version. global hotel
base of over 7000+ hotels to an XML platform. Successfully migrated hotels from
one channel manager to another met deadline goals for go live dates within the
deadline of the acquisition of companies
▪ Expand OTA network new XML development.
▪ Reservation delivery development 80 adapter connections
▪ Online travel agency (OTA) development 240 adapter connections
EXPERIENCE
12/2014 - Current Fontdesk Anywhere, INC.
Maitland FL
Manager Customer Success and Implementations
My role as Customer Success Manager is to provide support and working as a technical
representative for all products and services within the companies property management
system.
• Assisted with the leadership team to create overall key performance indicator.
• Provide efficient and prompt customer follow-up on unresolved issues. Addressed
negative customer feedback immediately.
• Provided a high level of product and leadership support to representatives and clients.
• Educate customers on the Frontdesk Anywhere property management products and
training resources.

2. • Identify and communicate critical issues quickly and escalate to appropriate points of
contact.
• Monitoring case history and call volume for clients in order to manage work within the
appropriate departments.
• Analyzing statistics of client enquiries and apply case study for increased staff as
needed.
• Keep up-to-date with frequently changing processes and procedures.
• Work with multiple stakeholders i.e hotels, global distribution systems, channel
manager, whole sale websites, travel websites to complete full XML roll out and
testing.
11/2012 - 12/2014 TRAVELCLICK
Orlando, FL
Partner Network Support, Product Team
My role in Partner Network Support is to work with multiple internal and external
stakeholders in the expansion and maintenance efforts of Travelclick OTA network by
acting as a liaison between Product, Customer Service,Technology and OTA partners in
successful roll out of new OTA through Beta and full production roll out testing,
conversion of existing OTA to XML. Steady state maintenance of OTA connections.
• Assisted with Sprint planning and product road map to ensure targeted development
of market wholesale, Online travel agency and booking engine.
• Expand OTA network for new XML development, reservation delivery development 80
adapter connections, online travel agency (OTA) development 240 adapter
connections within the past two years.
• Support all XML online travel agencies in developing roll out plans to migrate hotels to
their XML platforms.
• Gained extensive knowledge of the many different API and XML connections that
OTA extranets use to connect to various CRS and PMS systems.
• Reported OTA maintenance and enhancement features after successful quietly
testing.
03/2005 - 12/2014 TRAVELCLICK / EZYIELD
Orlando, FL
Senior Client Support Supervisor, XML Channel Conversion Team 03/2009 - 11/2012
Supervisor Client Services 05/2007 - 06/2009
Client Support Specialist 03/2005 - 05/ 2007
• Handled heavy call flow, assisted with new customers in the development of new
accounts and processed transactions via wholesale OTA websites. Build and
develop OTA network via screen scripting tools.
• Access various queue case reports to assist in the management of the department
workload. Assists with the handling of client escalations and/or complex cases.
Monitor online travel agent websites to ensure seamless flow of updates.
• Lead and support a team of 25+ customer service specialists. Owned team
productivity metrics across multiple time zones. Assists senior management with
the development and implementation of operations and policies.
• Responsible for tracking and achieving customer satisfaction metrics including

3. productivity, turn around time and quality assurance.
• Recruit, train and develop customer service representatives, administer corrective
action, identify and correct agent skill deficiencies.
• Provided detailed monthly departmental reports and updates to senior management.
• Effectively communicated with team members to maintain clearly defined
expectations.
• Developed rapport with the customer base by handling difficult issues with
professionalism.
• Recommended changes to existing methods to increase the accuracy, efficiency and
responsiveness of the Customer Service Department.
02/2003 - 03/2005 Great Expectations Front office manager
Orlando FL.
Education
Dr Phillips High School 1998
Orlando FL Field of study, Photography.
AFFILIATIONS
Member of ICSA (International Customer Service Association)
• Circle of Excellence Program submitted top performance nominee for the best of the
best in customer service.
• Attendance seminars, chapter meetings networking with other advisor's to build strong
customer service guild lines.
• ICSA offers several formal and informal gatherings each year where members have
an opportunity to explore and learn about new ideas, systems, and technology,
opportunity to meet fellow professionals who may become friends, advisor's, or
that crucial business contact.
Attending human resources seminars, training
FMLA compliance
Insurance mandates
Recruiting, hiring developmen