Lani Petersen

FRONTLINE

• Assisted customers & travel agents with general questions
• Modified reservations
• Resolved issues through phone and chat interactions
• Had high customer satisfaction rates while exceeding company process requirements

PEER MENTOR

• Provided follow on training for new hires
• Listened to calls and provided quality assistance and feedback

QUEUES CREW

• Resolved back-end issues with reservations to ensure all reservations were "check-in" ready
• Processed reimbursement request
• Worked with partner airlines to resolve codeshare and interline reservation issues

INTERNATIONAL LEGAL SUPPORT

• Review EC261 claims from customers processing payments for approvals or giving detailed denial reasons
• Work with internal and international legal counsel providing intensive research to support our case when suits are filed
• Researched EU, UK, and Canadian Regulations & identified errors in our process of the claims which resulted in lower amounts paid to customers for these claims.

• Responsible for inbound and outbound customer contacts for 1,000 current clients and all potential clients by email, text, phone providing bids and customer support
• Bill clients and process payments
• Update and create content for positive customer interactions
• Reconcile all accounts
• Manage inventory
• Oversee product development while applying quality standards.
• Update website, ads and other social media marketing steams
• Schedule crews workload and daily routes
• Onboard new hires. Post and manage job listings and interview candidates. Process payroll and bonuses weekly
• Track all expenses and file quarterly and yearly taxes