At Travelpass Group, I manage daily operations for Client Care and Collections, leading two teams and monitoring workflows, performance, and departmental goals. I oversee client concerns, cancellation requests, escalations, attorney follow-up, and service recovery.
I also train staff and create guides, reports, procedures, and operational documents. In this role, I reduced attrition and decreased QA autofails to below 20%; I was recognized as Top Team in October 2025.
Previously, as Floor Support at Travelpass Group, I led teams of 5 to 14 sales agents, using coaching and customized action plans to improve KPIs. I consistently met sales targets and maintained QA autofails below 20%.
