Ramona Paulino
Fife,WA
Summary
Proven expert in Data Research and Validation with a track record of enhancing operational efficiency at Expedia by ensuring error-free ARC number closures and spearheading UAT testing for NDC. Excelled in customer service at United Airlines, significantly improving customer satisfaction. Skilled in Documentation and Reporting, coupled with exceptional interpersonal abilities.
Overview
21
21
years of professional experience
Work History
Settlement Transport Analyst
Expedia
05.2005 - 05.2024
- Ensured that all ARC (Airline Reporting Corporation) numbers were closed without error each week so payments were processed correctly.
- Worked closely with ARC (Airline Reporting Corporation) on processes that assisted in lowering Debit Memos. Including dropping British Airways Debit Memos for Multiple Forms of Payment by 75%.
- Point of contact for our team in UAT testing for NDC (New Distribution Capability) to ensure all pertinent data is transmitted to the back office system.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Updated all training materials for vendors.
Reservation Agent
United Airlines
07.2003 - 12.2004
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
Education
High School Diploma -
Oak Harbor High School
Oak Harbor, WA06.1988
No Degree - Business Administration
Skagit Valley College
Oak Harbor, WASkills
- Documentation And Reporting
- Data Research and Validation
- Information Gathering
- Deadline Adherence
- Account Reconciliation
- Issue Research
Timeline
Settlement Transport Analyst
Expedia
05.2005 - 05.2024
Reservation Agent
United Airlines
07.2003 - 12.2004
High School Diploma -
Oak Harbor High School
No Degree - Business Administration
Skagit Valley College
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