• Business process owner for the Guided User Interface OneRes (previously GuideRes)• Adapting/ introducing all new legal or operational requirements into service center processes• Second level support for all trainers, quality and helpdesk colleagues• Identifying process gaps, clarifying work instructions, defining feasible solutions with the responsible LH departments• Project lead for the harmonization of a Guided User Interface for the Lufthansa Group airlines• Member of the Lufthansa Group Irregularity Steering Board

• Creating/introducing all new processes for the Lufthansa Service Center network.• Creating and maintaining any country specific manuals for the Service Centers.• Ensuring Service Center colleagues are trained in accordance with all PCI and data security regulations.• Maintaining all PCS office communication (Amadeus email tool) for Lufthansa worldwide.• Provider Management tasks for new services, which must then be planned for, budgeted for and implemented.• Overseeing the content of the Lufthansa intranet used in the Service Centers and ensuring all process and product information is up to date.• Ensuring that the authorization waiver guideline used by the Service Center supervisor teams is not misused.• Working closely with the fraud, revenue integrity and legal colleagues in order to protect passenger data.• Liaising with the training and quality managers in order to ensure quality performance.• Escalation management for all complaints received from the customer feedback colleagues.• Working closely with the Lufthansa social media colleagues to ensure customer satisfaction.• Monitoring the status at the Service Centers, average handling time increases, queue controlling, staffing and goodwill/Reprotection policies in irregularity situations.

Global CASPAR/Guide-Res Coordinator assisting the Process Management department with all product and Process, Training and Quality topics.

Global CASPAR/Guide-Res Co-ordinator and CITP tester

Local CASPAR/Guide-Res co-ordinator and senior sales consultant

Manage international airline bookings and provide customer service for US/DE/FIN markets

Managed all aspects of running a family restaurant

Wildhaven Animal Rescue Telephone Counselling at Harvest Christian Fellowship Church

Customer Relations, stocktaking and replenishment, bookkeeping, stand in cashier