United States
Conduct meticulous quality assurance audits on employee calls using Nexidia, ensuring regulatory compliance and maintaining high service standards. Develop training materials for SOP to enhance team expertise in compliance, improving operational efficiency. Supported internal audits related to travel transactions and ticketing processes. Conduct in-depth analysis of billing disputes and complaints, identifying root causes and providing actionable insights to streamline processes and reduce error rates while meeting SLAs. Utilized Sabre GDS to issue and manage airline tickets, handle exchanges, refunds, and commissions in ARC. Disputed invalid debit memos with airline vendors in a timely manner and tracked resolution outcomes. Collaborate cross-functionally to improve workflows and meet regulatory standards Forge strategic third-party partnerships utilizing Microsoft Suite to provide data for merchant chargebacks, including fraud inquiries, resulting in substantial cost savings for dispute case resolution, avoiding debit memos.
Create strategic travel plans enhancing revenue and client satisfaction. Optimize ISP, GSP, Salesforce and GDM for better client data management and personalized services. Maintain dashboards tracking client interactions and revenue for team support. Build strong vendor and client relationships boosting satisfaction and loyalty. Lead tech adoption improving efficiency and ensuring smooth transitions.