At IGT Solutions, I support global travelers through complex, high-stress situations on the Expedia Travel Process. I developed and implemented a three-step resolution framework—Discovery, Strategic Analysis, and Holistic Resolution—to identify root causes and provide practical, policy-aligned resolutions.
I handle cancellations and re-bookings, aiming for first-contact resolution through clear, comprehensive responses. I manage customer cases in Salesforce, Salesforce AWS, and Expedia proprietary systems, and created a Day 1 repository of optimized verbiage and templates to improve response consistency.
