Summary
Overview
Work History
Education
Skills
Timeline
Generic

Dolores Jobes

Bulverde,TX

Summary

Dynamic professional with extensive experience at Navan, known for creative problem-solving and exceptional communication skills. Successfully managed high-pressure escalations, improving operational efficiency and elevating customer satisfaction. Proficient in SABRE GDS and highly skilled in multitasking, consistently delivering results that drive long-term improvements and protect brand reputation.

Overview

29
29
years of professional experience

Work History

Escalation Lead

Navan
10.2024 - Current
  • Effectively managed high-stress situations for Admins and Executive Assistants resulting from product issues or agent errors
  • Served as the primary point of contact for upper management on escalation issues requiring immediate attention and resolution
  • Collaborated with cross-functional teams to resolve systemic issues driving recurring escalations, resulting in long-term operational improvements
  • Maintained detailed records of all escalated cases for accurate reporting and informed decision-making at management level.
  • Conducted regular reviews of individual team member performance when handling escalated cases, offering constructive feedback and targeted coaching sessions for improvement areas identified
  • Swiftly resolved customer issues to rebuild trust, protect brand reputation, and prevent revenue loss
  • Provided outstanding customer service by combining deep product expertise with a warm, solution-focused approach to ensure a positive experience
  • Performed weekly audits of chats and calls to uphold customer service standards and identify coaching opportunities

Global Travel Experience Lead

Navan
02.2019 - 10.2024
  • Assist Global Support agents new Domestic and International flight reservations.
  • Assist agents with complicated exchanges, schedule changes, cancellation of flights by airlines.
  • Responds to client inquiries received via a queue for domestic and international travel
  • Issuing of electronic and paper tickets
  • Troubleshoot and document technical errors that occur with the on-line booking tool
  • Identifies and escalates trended errors to our Product Team.
  • Advocate for our customers at every step of the way by resolving highly complex and escalated
  • Process ticketing for reservations made via the online booking tools
  • Ongoing, internal communication within the team through provided channels
  • Worked with training new agents on-boarding.
  • Traveled to India BPO to train new agents on-boarding.

Senior Corporate Travel Consultant

Carlson Wagonlit Travel
01.2001 - 11.2018
  • Specialized in file finishing Domestic and International flight arrangements booked by Corporate clients
  • Using CWT's online booking tools.
  • Specialized in Queue Management within multiple PCC's for our Dallas Corporate Team members and
  • Corporate Accounts.
  • Experience with State fares and Government fares and rules.
  • Resolved service-related problems in a timely manner.
  • Collaborated with various team members to ensure guest requests were addressed appropriately and
    • Timely.ely.
  • Utilized understanding of exchange or reissue ticketing entries to avoid debit memos arising from incorrect
  • Excellent time management skills.
  • Strong organizational skills with availability to multi-task in a fast-paced Corporate environment.
  • Team player with positive attitude.
  • Answered customer telephone calls promptly and appropriately.
  • Provided services efficiently and with high level of accuracy.

Corporate Travel Agent

World Wide Travel Agency
01.1997 - 01.2001
  • Provided exemplary customer service to new and existing Corporate clients.
  • Specialized in booking Domestic/International flights and hotels for World Wide Travel's Corporate
  • Account employees to travel to conferences and meetings.
  • Arranged travel accommodations for groups (University of Texas) and executive clients.
  • Experience with State and Government fares.
  • Reached out to airlines, hotels, rental car companies and other services to resolve issues in a timely manner
  • Answered customer telephone calls promptly and appropriately.
  • Collaborated with various team members to ensure guest requests were addressed appropriately and timely
  • Provided services efficiently and with high level of accuracy.

Education

High School Diploma -

John Jay High School
San Antonio
05-1985

Skills

  • Outstanding communication skills
  • Detail oriented
  • Creative Problem Solving
  • Master multi-tasking
  • Proficient in SABRE GDS, Amadeus GDS
  • Galileo GDS
  • Farelogix NDC
  • Verteil
  • Trainline
  • ThoughtSpot
  • Sales Force
  • Extensive knowledge in ticketing fare rules
  • Office 365
  • Slack

Timeline

Escalation Lead

Navan
10.2024 - Current

Global Travel Experience Lead

Navan
02.2019 - 10.2024

Senior Corporate Travel Consultant

Carlson Wagonlit Travel
01.2001 - 11.2018

Corporate Travel Agent

World Wide Travel Agency
01.1997 - 01.2001

High School Diploma -

John Jay High School

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