● Technical knowledge and understanding of tools, including ATE, QE, Task Manager, ARC DRS and IAR, lead agent and the first point of contact with my team for any issues, I problem solve first, then open a ticket if necessary● Strong GDS ability to breakdown and streamline processes for more efficient workflow – Sabre/Apollo/Amadeus● Collaborate with ATE and Task Manager tool developers to create tool enhancements and fix issues, resulting in reduction of AHT and debit memos and increased client satisfaction● Test new changes, write and conduct training for any new sprint releases.● Created training and trained 150 travel counselors the refund process, and completed close to 200k refunds● Onboarding champion for the IRD team

● Responsible for finding the lowest fare on complex international itineraries.● Provided training to new agents, supported our GM and Tyco’s Travel Manager with any airline contract issues or customer service issues.● Collaborated on airline contract negotiation calls at Tyco’s request, offered insight and reporting to ensure successful contract issuance.● Trained, led and supported this team and our customers in securing the lowest airfares on complex international bookings ● Generated revenue and built relationships by offering our Preferred Suppliers ● Provided the lowest logical airfare for complex international reservations for our mutual clients. ● High producer with high accuracy and average savings of $1200 per rate.

● Manage relationship between GBT and our offshore partner EXL – engage in successful strategies to increase customer satisfaction● Strong GDS ability to breakdown and understand booking tools, file finishing or agent errors, and give constructive feedback to the agents when necessary● Collaborate with ATR and Compleat teams to create tool enhancements and fix ongoing issues, to push more tickets to automation resulting in lower queue volumes for our manual intervention queues.● Support the network while working with EXL in researching customer service issues or debit memos.● Supported the Compliance Team with any fraud investigations, researched daily cash sales, and reported any breach in policy.● Support GBT North America with IRD implementations, reporting or general escalation requests.● Knowledge of online booking tools such as Concur, Neo and KDS and supported the US and EXL Navigation team.● Research debit memos for the North American Refunds and IRD team, writing disputes or offering coaching feedback when it’s an agent error● Familiar with GDS New Distribution Capability● Instrumental in supporting account’s airline contracting bidding (RFP) – testing fares across multiple markets and GDS to ensure correct discounts are loaded.

● Provided around the clock service for AIG’s CEO and Executive team – handling all travel, tour, dinners, local experiences, etc.● Worked very closely with AIG’s travel team and Amex leaders to ensure the highest customer service was achieved