Senior Associate Travel Specialist - WNS Globals
(2025-02 - 2026-01)
- Expertly utilized GDS Sabre to execute complex international travel bookings, schedule modifications, ticket exchanges, and intricate refund calculations.
- Supervised the seamless planning and operational management of comprehensive international travel itineraries.
- Cultivated strategic relationships with global clients, hospitality vendors, and airlines to ensure elite service delivery.
- Proactively educated clients on complex airline fare rules, hotel cancellation policies, and potential financial penalties to minimize billing disputes
Travel Specialist Customer Support - Teleperformance
(2023-06 - 2024-11)
- Assisted clients with making changes to flight schedules, payments, refunds, and processing new bookings using GDS Sabre.
- Communicated consultative travel itineraries, navigated vendor rules, and negotiated with travel partners for optimized rates.
- Proactively educated clients on complex airline fare rules, hotel cancellation policies, and potential financial penalties to minimize billing disputes
Collections Specialist - American Express
(2022-09 - 2023-06)
- Managed an extensive portfolio of consumer and commercial card accounts facing early to late-stage delinquencies (1–120 days past due).
- Negotiated tailored repayment structures, settlements, or hardship programs through comprehensive financial assessments.
- Maintained a zero-compliance infraction record by strictly adhering to financial regulations, privacy laws, and internal credit risk policies.
Customer Service Representative - Teletech
(2021-02 - 2022-08)
- Processed orders, refunds, and basic application troubleshooting for users, DoorDash drivers, and merchants via email, live chat, and voice.
- Handled driver and merchant account escalations regarding payouts, compensation adjustments, and delivery logistics complaints.
Customer Support - Virtual Assistant (Seasonal) - IQor
(2020-09 - 2020-12)
- Managed end-to-end order processing, inventory tracking, and fulfillment updates using Shopify for the What on Earth catalog.
- Handled unique customer requirements, processed mail-in/phone orders, and resolved complex billing and shipping escalations.
Collections Agent (Collections and Recovery) - Foundever
(2017-11 - 2020-09)
- Auto LoB: Managed a high volume of delinquent accounts using Salesforce CRM; implemented a retention procedure that reduced voluntary vehicle surrenders by 29%.
- Executed the full delinquency cycle (skip tracing, asset recovery coordination), driving a 16% increase in average payment size.
- Mortgage LoB (Internal Transfer): Handled end-to-end residential mortgage collections and conducted borrower hardship evaluations for loss mitigation eligibility.
Virtual Assistant – E-Commerce Customer Service - Polywood
(2024-10)
- Efficiently managed and resolved high-volume customer inquiries via Zendesk, maintaining strict SLA standards across email and live chat channels.
- Utilized Shopify to process orders, initiate refunds, and track complex, high-value Less-Than-Truckload (LTL) freight shipments.
- Leveraged HubSpot to manage customer profiles, track interaction history, and update contact pipelines.
- Logged product defects and inventory discrepancies in Jira, and tracked daily project timelines using Monday.com.
- Coordinated directly with logistics teams to resolve transit delays, successfully turning negative situations into positive customer reviews.
