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Work Background
Expedia GroupAir Operations Trainer
Aug. 2018 - Aug. 2023Franklin, TN• Created and maintained all learning content to support air related back-office operations, including agency debit memos, ARC and BSP settlement
• Administered learning management systems (Cornerstone, Adobe Learning Manager)
Expedia, Inc.Transport Analyst
Jan. 2016 - Aug. 2018Franklin, TNSpecializing in the development and improvement of airline ticketing processes, with a particular focus on ticket exchanges and refunds.
Orbitz WorldwideManager - Global Back Office Support Services
Mar. 2014 - Dec. 2015Focus on back office agent processes in order to drive efficiency and reduce costs. Scope of processes includes airline ticketing, schedule changes, ARC reporting, refunds, and agent tools.
Orbitz WorldwideLead Business Process Analyst
Jan. 2012 - Mar. 2014Guide decisions for process improvement within the back office (air) environment, provide input into product and client launches.
Orbitz WorldwideProcess Development and Implementation Analyst
Jan. 2009 - Mar. 2012Provided input into air ticketing processes and design of agent tools.
Orbitz WorldwideOperational Support Analyst
Jan. 2007 - Jan. 2009Develop and implement agent processes in connection with migrating the EBOOKERS travel websites onto the Orbitz global technology platform.
Orbitz WorldwideCurricula Developer
Jun. 2003 - Jan. 2007Create and update training curricula for customer service and ticketing agents.
United AirlinesVarious Positions
Jan. 1984 - Nov. 2001Greater Seattle AreaWithout going into too much detail, this was where it all began. Positions held include:
Reservation agent - selling customers on flying our airline, assisting with various requests for assistance.
Technical Support - which was a combination of first line supervisor (working with customers with difficult situations, or just plain difficult customers), and procedural resource for the reservation agent.
Instructor - creating and delivering training to new hires and seasoned agents.
Sales Supervisor - managing a team of 60+ reservation agents, providing coaching and performance reviews, and low-level HR duties.
Operations Supervisor - managing service levels within the office, approving overtime, time off requests.
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