Natalie Crosskey
Middleton,SA
Summary
Reliable business professional with experience in team management, process improvement and data analysis. Cultivates rapport with individuals to optimize performance, resolve complex problems and deliver against defined service levels. Excellent communicator.
Overview
16
16
years of professional experience
Work History
Product Optimisation Lead
Expedia Group
01.2021 - 10.2023
- Identified system bugs and content errors across a range of channels and funnelled to appropriate team for fixing.
- Determined number of future travelers impacted by these errors and took steps to proactively resolve for each individual in order to prevent a negative customer experience.
- Streamlined escalation processes for quicker case resolution and improved feedback reporting.
- Developed detailed tracking for all actionable optimisation opportunities and shared regular reporting with key stakeholders.
- Prepared written correspondence to summarise complex and sensitive customer complaints and presented to director level and above.
- Regularly engaged with internal teams to highlight the role of Product Optimisation in order to increase participation.
Escalations Manager - Social Media - Global
Expedia Group
01.2019 - 12.2020
- Managed a highly productive team of escalations agents supporting customers across multiple social media platforms worldwide.
- Implemented and delivered training on a number of new tools to support both social media and live chat channels.
- Analysed multiple data points to ensure team performance against established SLAs and shared weekly reporting with stakeholders.
- Cultivated strong relationships with internal and external partners, facilitating effective collaboration in resolving escalated cases and other operational challenges.
- Devised tailored action plans to address recurring issues identified through trend analysis, leading to significant improvements in long-term customer satisfaction levels.
Escalations Manager - Asia Pacific
Expedia Group
02.2012 - 12.2018
- Recruited, interviewed and trained employees to handle customer escalations from Asia Pacific points of sale.
- Provided guidance to team members in resolving high-stakes customer concerns, ensuring timely and appropriate solutions were provided.
- Learned and followed customer service policies and procedures to meet organizational and industry standards in the key APAC countries.
- Created detailed reports on escalated cases to identify trends and areas for improvement.
- Coordinated efforts with other departments to ensure seamless service delivery during critical situations involving multiple parties.
- Fostered a culture of continuous improvement within the escalations team by conducting regular reviews and providing constructive feedback on individual performances.
Daily Operations Manager
Expedia Group
12.2007 - 01.2012
- Managed daily call center operations, ensuring optimal staffing levels to meet service level objectives.
- Implemented key performance indicators to track agent performance, driving continuous improvement in service quality.
- Increased agent productivity through regular coaching, feedback sessions, and performance evaluations.
- Led cross-functional team initiatives for process improvements, contributing to increased operational effectiveness.
- Developed and maintained call center policies and procedures in accordance with industry best practices and regulatory requirements.
- Ensured consistent delivery of exceptional customer experiences by monitoring calls and providing constructive feedback to agents.
- Developed strong relationships with key clients through proactive communication channels ensuring high-quality support standards.
Education
Bachelor of Arts - Languages For International Business
UCLAN
Preston, UKSkills
- Organizational skills
- Interpersonal skills
- Advanced communication
- Data analysis
- Stakeholder engagement
- Proficient in all Microsoftm Office programs
Timeline
Product Optimisation Lead
Expedia Group
01.2021 - 10.2023
Escalations Manager - Social Media - Global
Expedia Group
01.2019 - 12.2020
Escalations Manager - Asia Pacific
Expedia Group
02.2012 - 12.2018
Daily Operations Manager
Expedia Group
12.2007 - 01.2012
Bachelor of Arts - Languages For International Business
UCLAN
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