At ASAP Tickets, I support NAMER clients with booking changes, refunds, and itinerary issues across phone, email, and live chat. I’ve improved first-contact resolution by 13% and reduced repeat issues by 21% through troubleshooting improvements and CRM workflow optimizations.
I implemented Zendesk automations that decreased escalations by 12%, and I documented support processes in Notion, cutting average resolution time by 18%. My work also includes coordinating monthly transactions and helping customers navigate complex travel issues.
Before ASAP Tickets, I worked as an IT Specialist at Pan-Atlantic University, supporting faculty and staff with enterprise systems. I administered accounts in Google Admin Console, supported operating system migrations, and upgraded campus network infrastructure.
