Assigns, and directs work and establishes priorities; coordinates efforts to expedite workflow and ensure work is completed in a timely fashion and in accordance with established policies and procedures. Build and motivate a strong and cohesive team or teams that is customer-focused and possesses the technical competence to deliver services that meet or exceed the needs of the organization. Monitor service calls and emails to observe help desk staff's demeanor and technical accuracy to ensure courteous, timely, and effective resolution of end user issues; provide feedback as needed. Active Directory Management of security and account information. Customer Service over the phone and chat system to efficiently assist the associates. Monitors and oversees server data management and backup replication. Managing the ticketing system with the web service from Zendesk. (Ticket layout, User Editing, Forums, and Reports).

Manage database (Sabre Central Command) by backing up weekly raw data on a server, archive annual data, index the tables, verify the tables etc. Export data on a monthly, quarterly and yearly basis to Airline consolidation agency for the reporting purpose. Import data from the other agency for the consolidation purpose. Complete and deliver financial reporting to corporate accounts provided by Central Command, Agresso business model. Oversee implementation of projects by prioritizing tasks, providing technical support and leveraging resources to ensure effective and efficient execution of department initiatives.

AA Agency & Corporate Revenue Under Direct Management: +$60M. Negotiated global corporate contracts including market share goals and discount levels in various international points of sale. Proactively engage key relationship stakeholders to promote AA products & service, contracted market share commitments and sales support. Implemented Agency and Corporate incentive programs geared towards increasing market share support in key focus cities. Evaluated travel data analytics to optimize market share and revenue performance based incentives Support Travel Agents with PNR and Consumer related issues with Sabre.

Prepared and analyzed Agency and Corporate reviews based on AA/governmental financial data. Responsible for the RFP or RFI process for new and existing corporate accounts. Preparing new sales products, program flyers, and presentations for advertising and promotional purposes. Collaborated with Field Sales Reps. and Managers to ensure appropriate information is being provided to clients managed datelines and utilized exceptional organizational skills to attend to urgent request.

Helpdesk support for (F.I.R.ST) creating vacation packages from Sabre. Promote sales products for F.I.R.S.T, program flyers, and presentations for advertising and promotional purposes. Support and train handwriting tickets and Phase IV.