Jermaine Bennett

Director, Transformation Strategy, Voc and Support Services @Universal Orlando Resort

Orlando, FL, US

Provides strategic direction and oversight in regards to new technologies and applications as it relates to the Guest Contact Center (GCC). Develops and manages the GCC Roadmap, including, but not limited to, key data management projects, Voice of Customer Initiatives, Guest Experience Transformation, and the GCC Disaster Recovery and Business Continuity Plans. Responsible for the Guest Support Services Team (GSS). This team handles all guest escalations for the Guest Contact Center. This team also serves as the first point of contact for Team Member policy/procedure concerns and technical/system issues. Responsible for leading the speech analytics team which builds the framework, leads and presents forward-thinking, high impact projects focused on key strategic initiatives. This team will investigate advanced customer issues, concerns and requests for enhancements, marketing/sales problems, performance/efficiency/cost saving opportunities and contributes to the design processes and solutions for the contact center that addresses these needs.Responsible for the Group Travel Operations and Fulfillment Operations teams. The Group Travel Operations team is responsible for the client administration and support of all of Universal’s Sales Operations teams. Additionally oversees the administration of Global Media Promotions. Manage promotional programs encompassing TV, radio, print, retail and packaged-goods categories. Responsible for the technical writing and SOP creation for the Guest Contact Center. This department will be responsible to develop, edit, format and standardize documentation for all processes at the Contact Center. Responsible for the strategy, management and distribution of critical labor utilization, forecasting and business process flows for the guest and travel industry facing units within the GCC. Includes primary responsibility for GCC performance, service level reporting and analysis.