• Act as a primary line of support (phone, email, and chat)

• Responded to customer questions, provided solutions, and resolved issues quickly and effectively which resulted in a 68% increase in customer satisfaction ratings.

• Consistently achieved top rank for customer satisfaction, retention, and referrals.

• Provided customers with information about potential service upgrades, account changes, and new services available.

• Paid close attention to customers' concerns and addressed their queries and achieved an exceptional level of customer service.

• Worked tirelessly to resolve customers' problems to their satisfaction, which resulted in a loyal customer base and increased the company's positive reputation.

• Assigned under the Operations team (Ticketing Team) and is a consistent top performer.

• Proficient in the use of "Sabre" as our primary ticketing tool with a vast knowledge of over hundreds of ticketing commands and data.

• Proficient in the use of Google Tools and Microsoft Office

• Served as a Team Lead for the ticketing team with 15 members

• Hired and mentored all new employees and demonstrated the best ways to provide service to clients and guests.

• In-charge of the team's daily logs

• Manages the team’s payroll

• In charge of managing the team’s daily productivity

• ·Presents and discuss monthly team meetings regarding updates on ticketing procedures

• Provides informative feedback and coordinates with the  team developers for updates

• Establish guidelines for production, testing, and other processes to ensure compliance with internal and external requirements.

• Runs functional, performance, and security tests

• Creates the test plan

• Tracks and reports bugs in Jira

• Provide bookkeeping services to the school. Manage day-to-day accounting tasks, such as accounts payable, accounts receivable, and bank reconciliations.

• Ensure timely and accurate financial reporting to clients for business insights and tax filings.

• Process payroll, including deductions, benefits, and tax withholdings.

• Reconcile credit card statements and monitor transactions for discrepancies.

• Help clients prepare for tax season by ensuring all financial documents are organized and accurate. 

• Assisted accountants with preparing financial reports and analyzing transactions.

• Processed invoices and handled customer payments in a timely manner.

• Coordinated with vendors and clients for account inquiries and disputes.

• Managed petty cash accounts and ensured all transactions were recorded accurately.

• Supported payroll processing and tax documentation for employees.

• Maintain confidentiality and integrity of client financial data.