At TBO.com, I own complex post-booking and in-trip cases for travel agencies across hotels, flights, rail, transfers, and car rental. I coordinate suppliers and internal teams to resolve amendments, cancellations, service disruptions, and billing disputes.
At TELUS International, I led a multicultural team of up to 40 customer operations specialists in a 24/7 global programme supporting Meta platforms. I managed performance through coaching, quality reviews, and improvement plans, and monitored productivity and schedule adherence using Verint WFM and reporting.
At Booking.com / Rentalcars.com, I supported daily floor operations as an operational Subject Matter Expert and buddy, handled escalations, and monitored CSAT and quality indicators. My background also includes front and back office operations at Grange Hotel London, NH Hotels and others, and I hold an MBA in Project Management.
