Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Timeline
Presidential Award for Sales Achievement 2018 & 2019 - Arriva
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Rachel Kashishian

Chandler

Summary

Dynamic operations leader with a proven track record at Arrivia, excelling in team management and creative problem-solving. Spearheaded process improvements that enhanced efficiency and achieved high employee engagement. Skilled in data-driven decision making and performance monitoring, consistently delivering exceptional results and fostering a collaborative work environment.

Overview

12
12
years of professional experience

Work History

Senior Supervisor Cruise & Travel

Arrivia
11.2014 - Current
  • Led team in implementing process improvements, resulting in enhanced operational efficiency.
  • Mentored both customer support and front line sales team members within a 1:1 coaching session environment, fostering skill development and promoting a collaborative work environment.
  • Developed training programs to streamline new Brand Partner launches to ensure monthly KPI were met and/or exceeded.
  • Managed performance evaluations, ensuring alignment with organizational goals and employee development plans.
  • Analyzed workflow processes, identifying bottlenecks and recommending solutions to optimize productivity.
  • Oversaw daily operations, coordinating cross-functional teams to achieve project timelines and deliverables.
  • Facilitated communication between departments, improving collaboration on strategic initiatives and objectives.
  • Implemented employee engagement strategies that increased morale and retention within the team, including weekly touch-base team member surveys along with focus groups.
  • Fostered effective communication by providing constructive feedback and sharing knowledge across business lines.
  • Recruited, hired and trained staff and provided ongoing feedback and performance evaluations for development.
  • Resolved conflicts proactively by facilitating open communication among team members and actively addressing underlying issues.
  • Maintained 85%-88% productivity levels to ensure overall success via call and chat leads.

Manager of Operations

Infosys BPO
10.2013 - 11.2024
  • Oversaw daily operations to enhance efficiency and streamline workflows.
  • Determined call center / operational strategies by conducting needs assessments, performance reviews and capacity planning.
  • Collaborated with cross-functional teams to optimize resource allocation and processes.
  • Mentored team members, fostering skills development and career growth.
  • Budget quarterly basis - 100+ call center establishment
  • Consistently delivered above average CSAT - 96.2%
  • Consistently followed all privacy laws, regulations, and compliance
  • Achieved revenue and customer retention goals while increasing client profitability through relationship building, outstanding service delivery, cross selling, and referral development.

Education

Business Administration And Management

University of Mississippi
University, MS
05-1991

Skills

  • Creative problem-solving
  • Data-driven decision making
  • Team leadership
  • Team management
  • Employee training
  • Regulatory compliance
  • Performance monitoring
  • Achievement-focused
  • Team motivation strategies
  • Long-term planning
  • Meticulous attention to detail
  • Clear and concise communication

Accomplishments

  • Collaborated with team of 30 in the development of Supervisor 180 Coaching Program to improvement overall CSAT / RTF / APS.
  • Documented and resolved American Express Bank Complaints within the cruise and travel call center which led to improvement of RTF/APS scores within the call center sales environment.
  • Supervised team of 100+ staff members.
  • Actively proficient in use of GDS Sabre / Genesis chat / TSA & Travel Policy.
  • Achieved 9.3 APS within sales environment through effective development of all sales team members.

Interests

  • Volunteer Work
  • Enjoy creating and following travel blogs and vlogs
  • Volunteering at local animal shelters and rescue organizations
  • Participating in fundraising events to support local charities, schools, or community projects
  • Backpacking
  • Regularly practice mindfulness and meditation for overall wellness
  • Gym Workouts
  • Swimming
  • Kayaking
  • Enjoy hobbies that combine physical activity with outdoor exploration
  • Offering time and support to shelters for the homeless, women, and animals

Timeline

Senior Supervisor Cruise & Travel

Arrivia
11.2014 - Current

Manager of Operations

Infosys BPO
10.2013 - 11.2024

Business Administration And Management

University of Mississippi

Presidential Award for Sales Achievement 2018 & 2019 - Arriva

The Presidential Award signifies my ability to lead a team of individual sales team members to achieve a record breaking year in the Cruise & Travel industry will simultaneously holding an APS score of 9.2.  It consistently demonstrates my ability to meet and exceed ambitious sales targets and quotas.

By driving open communication, active and consistent training along with encouraging team growth I was able to achieve this award two consecutive years by increasing our overall sales by 125% YOY.


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Rachel Kashishian