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Customer Service Sales

Tacoma, Washington, United States
August 14, 2018

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Secure an analyst position that incorporates my experience and challenges me to grow professionally. Over the past years I’ve been involved in many travel related projects that has given me the experience needed to be a successful analyst.


October 2010 – Expedia, Inc. Tacoma/Bellevue, WA

Global Tour and Transport Operations, Air Fulfillment Quality Coordinator

As a Quality Coordinator I am responsible for monitoring agent performance, providing feedback, coaching advice, and reporting on agent performance. I do this for seven support centers covering multiple points of sales. A large part of what I do is analyzing the information gathered from monitoring and creating action plans for improvement.

Monitor agent performance for adherence to resolving issues using processes, policies, guidelines, and tools.

Analyze monitoring data to identify trends and opportunities for improvement with agent performance, processes, policies, guidelines, and tools.

As required deep analysis of found trends and determination for changes of processes to accommodate improved efficiencies, understanding and/or better workflow between tools, queues and how agents conduct their work.

Provide necessary feedback and coaching opportunities to our partners. Working closely with new and existing points of sales to ensure processes are understood and used appropriately to ensure customer satisfaction while adhering to set policies within process documents.

Facilitate meetings with coaching teams and quality teams of various support centers to review issues, make recommendations, and aid centers in overall operational improvement.

Bases on found data provide feedback and recommendations to the training team for improved agent understanding and training.

Fill in for supervisor facilitating meetings, ensuring the team has all information to conducts work and meet goals

May 2007– October 2010 Expedia, Inc. Tacoma,WA

Global Air Operations Support Coordinator

Identify and escalate ticketing and booking anomalies and trends to avoid negative customer impact

Provide intensive support to the daily operations teams on both onshore and off shore Fulfillment sites (i.e., GTP Ticketing Support, Aegis, TRX)

Provide root cause analysis for air transactions in pre- and post-ticketing

Provide clear, concise communication on issues encountered, root causes, and resolution; identifying improvement opportunities

Assist Air Fulfillment Services teams with special projects as necessary, ensuring activities are completed though they may fall outside of primary responsibility

November 2006 – May 2007 Expedia, Inc. Tacoma, WA

Tier I / Escalation Desk

Research, identify and resolve escalated cases as needed;

Systematically track agent inquiries to monitor progress and identify training opportunities

Provide support and answer any questions from Customer Service representatives, relating to such topics as: GDS formats, policies, procedures, technical trouble-shooting, customer issue resolution, etc.


GDS Sabre: Expert level

I have spent most of my time in this GDS while at Expedia. I am able to navigate my way through and perform all Air Fulfillment functions. E.g. Airline schedule changes, Ticket Rejects, manually process exchanges and issue ticket(s). Conduct deep research/analysis on certain records or trends that we may be experiencing.

GDS Amadeus & Travelport – Worldspan : Intermediate level

I am able to perform all functions in these GDS as well. Not as much exposure to these systems as I have in SABRE but am very capable of performing all actions required to fulfill my job in the Air Fulfillment world. If and when I do come across a road block and need further assistance I reach out to the vendor and continue down the escalation path until issue has been resolved.

Other Office tools and skills include: Self management, 50 WPM, MS Word, MS Excel, Powerpoint, One Note, Outlook, Navigator, Euro Expert, Salesforce, Expedia HUB, TRX tools and etc

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