- Provide stellar assistance to guests regarding inquiries, new bookings, flight changes, flight cancellations, complaints, etc.- Collaborate with departments such as Rewards, Guest Support, Central Baggage Service, and Reservation Support Desk to resolve guest issues.- Leverage technical knowledge of Sabre and other systems to enhance guest experiences.

- Manage the 3rd party call centre operations, including the creation of training modules, review recorded calls, evaluate performance metrics, and provide service updates.- Coordinate with accounts payables to ensure timely payment of compensation and reimbursement for passengers. - Train and assist CSAs, including reviewing and explaining the Tariff and the APPR - Respond to Customer Service Complaint and FAQ emails from passengers- Answer escalated customer service calls- Liaise with the Social Media team to address customer complaints and coordinate with the Airport Passenger Centre.- Assist the social media team with responding to passenger complaints- Process flight changes and refunds- Work with the Airport Passenger Centre (APC) to be kept abreast of the latest issues affecting passengers at each airport

- Manage corporate accounts and liaise with clients, including discussing product options, preparing letters, sending commission cheques, and reviewing and discussing sales and service metrics- Train and manage the CSAs handling customer complaints, refund and service requests- Create a spreadsheet to assist in ascertaining which issues were more prevalent based on location (vending machine issues experienced at a mall vs a hospital vs a car dealership and those experience in outdoor locations vs indoor locations).

- Liaise with clients- Create a more efficient and user friendly filing systems (digital and hard copy)- Manage the office calendar- Gather, review, input, and store corporate financial statements- Compose letters and handle calls with governmental bodies (ie, the IRS, SunBiz, and city tax departments)- Translate documents from English to Spanish- Notarize Documents

- Review real estate contracts, gather information, and prepare closing documents- Research titles, zoning laws, HOA by-laws, etc.- Coordinate with clients, explain documents, and notarize signatures- Compose letters, affidavits, and other legal documents- Train and manage the office staff.