As a Guest Support Specialist, I assisted guests with reservations, booking changes, cancellations, and travel questions through phone, chat, and email. I also handled complex accommodation, refund, compensation, and travel disruption issues.
As a Subject Matter Expert, I provided real-time guidance to agents on complex customer issues, policies, and procedures. I collaborated with Team Leaders, Quality Assurance, and Operations to address recurring issues and recommend process improvements.
As an Escalations Agent, I investigated booking, payment, refund, and reservation concerns and negotiated resolutions within company guidelines. I served as the final point of contact for sensitive concerns, including arranging refunds, credits, or alternative accommodations.
