Travel VA

Managed high-volume travel requests (40–60 customer interactions daily) including hotel and flight bookings. Achieved top-tier customer satisfaction scores while handling complex itinerary changes and ticket exchanges. Consistently met AHT and CSAT performance targets in a fast-paced travel account.

Achieved top-tier customer satisfaction scores while handling complex itinerary changes and ticket exchanges. Demonstrated expertise in GDS platforms (Amadeus, Sabre) to resolve booking and ticketing issues efficiently.

• Monitored and evaluated 35-45 calls per week to ensure compliance with service and booking procedures. • Improved average QA scores by 15?ross the assigned team through structured feedback and coaching support. • Identified recurring process issues through call audits, helping reduce booking errors by 10%. • Facilitated QA calibration sessions with operations leaders to maintain scoring consistency and performance standards.

Lead a team of 15–20 customer service and sales agents, driving performance against KPIs including AHT, CSAT, and QA metrics. Improved team CSAT scores by 12% through targeted coaching sessions and real-time floor support. Reduced DSAT cases by 20% through proactive issue resolution and call review analysis. Conduct weekly 1-on-1 performance coaching, increasing agent productivity and improving QA scores across the team. Generate performance reports and operational insights using Excel dashboards and KPI tracking tools.