Travel industry professional with 20+ years of experience at American Express, including deep expertise in Sabre (Sabre Red 360) and end-to-end travel servicing across Air, Hotel, Car, and lifestyle experiences. Proven track record partnering with Product, Technology, and Business teams to test, refine, and implement new tools and capabilities. Experienced in user acceptance testing, identifying system defects, and translating agent and customer needs into scalable solutions. I am known for strong analytical thinking, attention to detail, and ability to improve agent workflows and customer experience.
Delivered high-touch service to Centurion Card Members, coordinating complex travel and lifestyle requests across multiple channels to enhance member satisfaction
Managed competing priorities and coordinated across teams using OPUS, RNT, and Voice to ensure timely and accurate fulfillment of requests
Curated personalized luxury travel experiences using Sabre and partner systems, enhancing client satisfaction and loyalty
Acted as subject matter expert on card benefits and travel offerings, leveraging servicing tools to increase customer engagement and satisfaction
Conducted User Acceptance Testing (UAT) for new travel applications and point-of-sale tools to ensure functionality and user satisfaction
Enhanced agent workflows and customer experience through system testing and feedback loops
Documented defects and provided actionable feedback to Product and Technology teams, enhancing usability and performance
Recognized for identifying the highest number of errors in POS tools, directly contributing to improved servicing processes
Supported Platinum and Centurion members with complex travel arrangements by leveraging their specialized benefits
Supported counselors with real-time guidance on fare rules, exchanges, and ticketing issues using Sabre, ensuring accurate and timely resolutions
Resolved escalated customer issues through detailed analysis of Sabre history, system data, and call listening, enhancing customer satisfaction
Assisted as a help desk resource for technical and system-related inquiries, facilitating smooth operations in early virtual servicing environments.
Supported leadership with reporting, coaching, and performance improvement initiatives
Managed end-to-end domestic and international travel bookings using Sabre/Scripts, Saturn and Encore
Delivered high-quality servicing for Platinum Card Members, ensuring accuracy and efficiency
Selected as a pilot participant in the Work-At-Home travel servicing program when it started in SLC in 1998
Recognized as a 2-time Pacesetter and High Achiever Award winner for outstanding performance
Lead multiple concurrent initiatives, managing timelines, risks, and stakeholder communications in a fast-paced environment
Partnered with product, business, and operational stakeholders to identify performance gaps and implement process changes and system enhancements for agent workflows
Translate business needs into actionable plans, supporting rollout of new tools, capabilities, and process improvements
Acted as thought partner across cross-functional teams, delivering insights into agent experience and system usability to inform operational improvements
Enhanced skill development for Platinum and Centurion colleagues through virtual facilitation, leading to increased engagement and knowledge retention.
Facilitated Facilitated onboarding and upskilling programs for both new hire and tenured travel counselors, fostering a connection to American Express culture, tools and processes
Applied adult learning principles and virtual facilitation expertise to enhance Platinum and Centurion colleague skill development
Championed Sabre Red 360 by partnering with stakeholders to test, refine, and support the rollout of new system capabilities.
Provided feedback on training materials, SOPs, and knowledge articles (CHC), ensuring accuracy and usability for frontline agentsonboarding and upskilling programs for new and tenured travel counselors, improving their effectiveness in customer service.