I worked for Expedia, Inc. for eight years and four months. During that time i had four permanent directors and one person who served as interim director twice. I loved the company and the experience it provided. I also enjoyed my co-workers. We worked as a team. Our last director did not operate the way we were accustom to. She is concerned about quantity of work and not quality. There were 10 people on our team when she joined us. There is only one person left from that group. In fact she hired a young man she worked with from Microsoft, her previous employer. He tenured his resignation due to stress in Dec 2015.
As I said before, I love Expedia and wanted to retire from the company. The VP of Customer Operations was fantastic. I did not office in Bellevue, but whenever I was there he took time to have a conversation with me. Four years ago I recommended a change in agent training. We went from agents spending five weeks in class and 3 weeks in nesting to agents being hired for one of two specialist: Hotel or Flight. Agents spend 2 weeks in class and 2 weeks in nesting. They leave class feeling confident. They receive customer compliment in nesting and have better QA, FCR, and Customer satisfaction scores than some of our tenured agents. My VP gave me an additional 5% bonus that year. I was also given the first ever 'department of the year award'. The company still follows this training plan.
I was asked to revise all new hire training.