Provide exceptional, first point of contact customer service via phone and email in a high volume, fast-paced call center.Assisted high profile, top revenue producing travel agents with interpretation of AA policy and procedures. Providing waiver/favor services to resolve complex booking and ticketing issues.Providing resolution for our travel professionals with ticketing and reporting errors through ARC. Resetting suspended tickets for future travel. Proving refund waivers for Duplicate TicketingStrong knowledge of corporate pricing, domestic and international faring. Proficient in Native Sabre with secondary experience in Amadeus and Apollo GDSs.Other specialty desks include Entertainment/Media, AA Vacations, Leisure, Electronic Support, Saleslink SupportOnline support via Teams to new customer service reps

Manage relationship with AA Account Managers (AM) in assigned Division and their corporations and Agencies of Record (AOR) via phone and email. Attend Divisional meetings and present when necessary. Point of contact for all questions related to contract production, implementation and pricing. Assist AMs with contract questions related to SalesHub. Create, produce and implement corporate contracts via American’s contract aggregator PRISM based on current deal design. Verify approvals, review terms and ensure that they can be fulfilled as written. Validate AOR IATA information to ensure accurate distribution of corporate pricing. Create pricing templates in SharePoint and distribute to Revenue Management (RM) for the loading of fares into ATPCO. Quality Control fare filing to ensure itineraries price with applicable discounts as outlined in the corporate contract and report issues to RM for correction. Educate agencies on contract intent as well as how to book, price and ticket corporate discounts in their various GDSs. Assist Meeting Services Resolution desk, Tariff and Sales Support on routing and pricing parameters. Create and maintain Webref/Sabre stars via Teamsite. Analyze pricing discrepancies reported by AOR, identify root cause, and report to appropriate department for correction. Various Adhoc projects and corporate initiatives.

AA Vacations - Managed daily operations for Mexico, Costa Rica and Caribbean product. Implemented contracts from hotels, sightseeing and car rental companies. Provided input for multi-media advertising and proof web content to fulfill partner 1.3m co-op agreements. Worked with AA Publishing to provide content for AA Vacations brochures. Created curriculum and trained reservations agents. Maintained database for Caribbean product line using ATOP, Native Sabre, Oracle and web applications. Technical Quality Control Received 2006 Global Sales Outstanding Achievement Award

Member of project management team for TourScape, Sabre’s automated tour product. Conducted product demonstrations to prospective clients and trade show participants. Monitored Sabre VAX logs to pinpoint issues raised by customers. Communicated said issues to development staff and performed technical quality control. Monitored servers to prevent down time for the customer. Documented entire Y2K testing phases. Achieved Project Management Initiative Award