At Hopper, I managed flight and car rental bookings from reservation through changes, cancellations, and refunds. I used Amadeus, Apollo/Travelport, and Sabre to service bookings in line with airline fare rules and ticketing policies.
At Flight Centre Travel Group, I supported Australia and New Zealand Points of Sale as a Subject Matter Expert. I handled complex GDS queues, name corrections, schedule changes, ticketing rejects, and fare errors, and coached agents on procedures.
At Expedia, I managed travel arrangements across Expedia, Travelocity, and Hotwire, including flight, hotel, and car rental packages. I also supported schedule changes and helped customers find suitable travel alternatives.
I created training materials and delivered coaching on complex travel cases, accessibility requirements, and service recovery. I also developed an accessibility-issue refund workflow and supported the January 2026 Amputee Coalition event by securing accessible hotel accommodations and equipment rentals.
