Responsibilities include customer service, ticket counter functions, gate functions, and assisting passengers· Checking in passengers for their flights at the ticket counter, tagging luggage to their final destination, assisting the passengers with the self-service kiosk, and answering general travel related questions.· Meeting aircraft at the gate, operating the jet bridge, assigning seats for passengers, assisting passengers with disabilities, scanning boarding passes, and tagging luggage for check-in.· Rebooking passengers in the case of irregular operations, booking offline airlines when available, and assisting with hotel rooms when necessary.· Assisting with new hire training/mentoring, mentoring new agents on the ticket counter job requirements, and mentoring agents at the gates to work arrivals, and departures.· SNAPP super user, giving feedback and bug reports, advising of possible causes, and solutions· Uniform Committee, assisted with wear testing, giving feedback, and suggestions.

Customer Service, Financial Hardship, Credit Acquisitions· Credit Card Customer service - Assisted customers with general questions regarding their credit accounts.· Offering advice about cash advance offers, and reviewing terms and conditions.· Financial Hardship – Assisted customers that were experiencing life events that resulted in financial distress· Set up payment plans, gave customers options in paying down their accounts, and when necessary directing customers to credit counseling.· Credit Acquisitions – Reviewed accounts that were eligible to graduate from secured to unsecured, discussed credit options with customers who were new to credit, or in some cases rebuilding credit.· Assigned credit lines of up to $150,000.00 when the customer’s needs, history, and ability to repay were met· Assisted with internal processes, creating easier processes to assist the associates reduce time spent on each credit review.

Reservation Sales, Training, Reservations Supervisor· Assisted customers the airline schedules and booking, offered suggestions when a particular destination or date wasn’t available.· Changed passenger reservations when situations caused a disruption to travel plans.· Assisted customers with award travel questions and booking, provided account maintenance on their frequent flier accounts, added missing flight segments and missing mileage.· Lead instructor in new hire training class, developed curriculum, work sheets and lesson plans for domestic, international, and award reservations.· Attended marketing meetings to discuss, and develop the agent training to go with a particular promotion or sales event.· Developed annual recurrent training for reservation sales, assisted and instructed sales though service training, enabling the phone agents to provide, correct and consistent customer service.· Reservation Supervisor assisted agents with general questions, and options for resolving situations with passengers, taking escalated calls when necessary, and coming to a resolution with the passenger.· Traveled to other call centers to mentor other instructors in training a new line of business.