Priscilla Casas

Highlights:

5 + years within the travel industry experience, including reservation experience, rebooking, and cancellations.

4-year recent experience servicing premium customers

1 year of the lounge and Airline industry

Software:

Aero / JET (Reservation software)

BART / Service Recovery (Baggage software)

Shares

• Greet and assist customers promptly, friendly, and courteous. manner creating memorable experiences and building customer loyalty.
• Provide check-in assistance in terms of ticketing and reservations.
• Assist with hotel accommodations, meals, and transportation.
• Help passengers in rebooking flight itineraries and boarding pass for passengers.
• Work cautiously by ensuring safety measures are implemented daily.
• Work collaboratively with others, support colleagues, and help them be successful with new processes and technologies.
• Vouchers when there are delays/cancellations out of United Airlines’ control.
• Rebook, YPTA's if delays/cancellations occur.
• Rebook, 1K members, if delays were forecasted.
• Research On Aero / JET software (GG Protect on upcoming delays) to rebook passengers in route.
• Engage with leads, managers, and other departments to ensure policies and procedures are being followed.
• Cheerfully fosters inclusion among all peers and new hires.
• Compiled data and prepared aviation operations and aviation safety reports.
• Maximized efficiency by training new employees on company procedures and best practices.
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Training Adult Curriculum & Onboarding New Hire Facilitator.

Highlights: Articulated projects to completion within agreed-upon timeframes. Designed, developed, and delivered content, to refine and improve course curriculum as needed. Fostered inclusion and team building.

Software:

Airtable / Bluejeans / Zoom - meeting applications

Outlook Calendar - calendar management

Google Docs / Drive

Excel / Sales Force / PowerPoint

• Facilitated customer-facing learning programs
• Demonstrated ability to deliver engaging, visual, hands-on learning
• Applied adult-learning principles to ILT and VILT
• Connected learning to key business initiatives and priorities
• Assisted with internal training initiatives as needed
• Collected and analyzed data to evaluate learning program effectiveness.
• Hosted classrooms for up to 300. Provide Q & A at end of each training.
• Tracked and communicated training progress, on new hires and implemented onboarding ramp-up plan.
• Focused on new partners to educate on products and services.
• Developed lesson plans, instructional materials, and writing practice test training courses.
• Prepared videos for online and remote instruction.

Highlights: Maintained survey scores each quarter.

Solved Urgent, High, Complex, and escalated cases.

Supported Manilla with high-volume accounts.

Software: Admin Interface

Outlook Calendar - calendar management

Sales Force

RCV – meeting application

• Endorsed network hardware, software, and design elements
• Responded to difficult technical questions, solved technical problems, and suggested appropriate workarounds
• Proactively utilize network performance monitoring tools to isolate issues
• Provided quick and accurate handling of support interactions – phone, screen sharing, email
• High-touch service for Enterprise customers, ensuring issues are resolved and customers are satisfied
• Responded promptly to customer support issues while keeping detailed case notes
• Managed customer expectations and experience to deliver white-glove customer satisfaction and increase retention.
• Regularly achieved and exceed service level agreements and quality customer satisfaction targets
• Created, maintained, and improved processes and procedures for diagnosing and resolving voice quality issues
• Identified products and services to upsell opportunities and describe solutions and/or services.
• Helped developed and maintained customer-facing and internal help articles.
• Communicated outage details to customers (Incidents & Events)
• Recommended network hardware, software, and design elements
• Managed escalated issues and collaborated with other internal departments to expedite resolution.

Highlights: Maintained survey scores each quarter.

Solved Urgent, High, Complex, and escalated cases.

Supported Manilla with high-volume accounts.

Software: Admin Interface / Salesforce

Outlook Calendar

RCV – meeting application

• Diagnosed and troubleshot all unified communications (UC) issues and assisted customers to maintain a steady integrated UC platform.
• Provided Enterprise level technical support to all Enterprise customers
• Troubleshot and reproduced customer technical issues to resolution and/or escalated cases
• Applied expert knowledge of RC services and VOIP technology
• Responsible for training customer administration of RC platform
• Answered complex technical questions and offered workarounds for customer networks.
• Provided quick and accurate handling of support interactions phone, screen sharing, and email.
• Followed up with customers, ensuring customers is up to date and satisfied with resolution/solution.
• Responded promptly to escalations while keeping detailed case notes.
• Deliver high customer satisfaction and increase retention.
• Remained current on software defects and upgrades.
• Controlled escalated issues and collaborated with other internal departments to expedite resolution.

2017 – 2019 | EVENT COORDINATOR | Picturesque Portraits
2016 – 2019 | LEASING DIRECTOR – LEASE UP| Long Reach Ass.
2015 – 2016 | ASSISTANT MANAGER | Berkshire Communities
2014 – 2015 | ADMINISTRATIVE ASSISTANT | AMEC Oil & Gas
2013 – 2015 | COUNSELOR CLERK | FBISD
2008 – 2013 | LEASING CONSULTANT – LEASE UP | Fairfield Management