Rusty Proniske
Head of Customer Experience at Golfbreaks Com @Golfbreaks
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WORK HISTORY
Head of Customer Experience at Golfbreaks Com @Golfbreaks
Windsor, GB
Ensuring Golfbreaks.com clients receive a high quality customer focused service through the customer service processes. Analysing all client feedback through the Golfbreaks.com websites review forum, managing complaint escalations, feeding back issues & training recommendations to the product/sales/service teams & working closely with the Head of Business Efficiency to improve business processes. Proactively monitoring the operational performance of the contact centre ensuring the best possible service is being provided at all times. Key Responsibilities:• Managing the client feedback process & website responses• Analysing sentiment statistics & comments to drive operational service, quality & efficiencies• Monitor complaints and where appropriate ensure that they are dealt with effectively. Where a shortfall in service delivery is identified, work with the relevant Manager to ensure that corrective action is taken to maintain and improve service delivery in the future• Monitor service delivery against specified performance standards and assess and co-ordinate management information requirements. Reporting on the performance of service delivery• Improve the service process and understand the relationship it develops with customers, clients, suppliers and competitors• Ensure compliance with procedures• Solving complex customer service issues and proactively preventing negative service trends• Act as an escalation point for customer issues, business risks or concerns• Maintaining strong client relationships through meeting customer service KPIs• Support IT in the delivery of the single customer review Salesforce app
EDUCATION
Golf Academy of America
A.A.S., Golf Complex OperationsManagement
Golf Academy of America-Myrtle Beach
Golf Complex Operations Professional
San Diego Golf Academy @ the Carolinas
A.A.S., Golf Complex Operations/Management
SKILLS
ABOUT RUSTY PRONISKE
Golf Travel and Tourism Service Experience Manager with 18 years of experience in the high-end golf resort, travel and tourism industry. Highly skilled in providing team management, facilitating golf group tournament coordination, maximising staff productivity to achieve increased service level agreement targets.Well-developed communication skills and exceptional organisational ability derived from 18 years’ business experience within fast-paced and changing environments.
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