Sr. Operations specialist | Virtual Assistant

Used to handle 25 agents in one team. Became POC in the engagement of the company. Used to be an agent for 3 months and then promoted as SME and after 3 months again, was promoted as an acting Team Leader. As an agent, we are answering some inquiries about booking, rebooking, and cancellation of the reservation of the passengers on an airline company. We are also checking what requirements of the country such as VISA, COVID requirements, and such... When I became an SME, we were teaching and supporting newly hired agents to become an efficient specialist and let the passengers receive excellent service from our airlines. When I became an acting Team Leader, we helped our specialists improve their performances by doing some coaching sessions. We are also reporting their improvement from week to week and doing non-stop action planning for those agents who need more improvement.