Sashya Garrett
Carrollton
Summary
With four years as a Help Desk Travel Advisor at Chase Travel, along with experience in financial services and the airline industry, I’ve worked on the front lines since Chase Travel’s launch, gaining hands-on insight into its operations and consistently ranking 90–100% in RTB and OSAT. Skilled in troubleshooting technical and process-related issues, managing escalations, and maintaining accurate booking workflows to support high-quality user experiences. Completed a UX/UI certificate with a travel-focused capstone project, designing multi-page booking experiences and applying customer-centered design as transferable skills to contribute to Chase Travel improvements and enhanced user experiences.
Overview
11
11
years of professional experience
1
1
year of post-secondary education
1
1
Certification
Work History
Travel Advisor
JPMorgan Chase
Plano
01.2021 - Current
- Applied working knowledge of Chase Travel’s loyalty redemption guidelines to help customers understand product functionality, identify system discrepancies, and ensure accurate use of program benefits.
- Managed an average of 100 weekly phone-based inquiries, noting recurring issues, reporting defects when appropriate, and sharing observations that supported product and service improvements.
- Assisted in resolving product and service variances by gathering details, clarifying concerns, and coordinating timely solutions for account-related issues.
- Used multiple internal tools, booking platforms, and case management systems to troubleshoot issues and reduce friction in customer interactions.
Bank Teller
Wells Fargo
Dallas
01.2017 - 01.2019
- Performed an average of 50 daily in-person transactional, operational, and customer support tasks while maintaining accuracy, following banking procedures, and documenting monetary activity with strong attention to detail.
- Verified identification, account information, and financial instruments, investigating discrepancies in system or account balances and escalating issues related to fraud, system errors, or unusual activity.
- Identified customer needs during interactions and matched them with appropriate banking products, contributing to high quarterly referral performance and strengthening product knowledge and customer engagement skills.
Lead Agent
Alaska Airlines
Santa Barbara
01.2015 - 01.2017
- Supervised daily workflows for a team of 10 customer service agents, ensuring smooth over the counter ticketing and physical airport operations that supported on-time performance and efficient customer movement.
- Reviewed and filed operational and compliance reports, identifying issues affecting safety, processes, or system accuracy and ensuring all documentation met regulatory and company standards.
- Facilitated onboarding agent training on service protocols, system usage, and operational procedures while collaborating with team members to improve communication, streamline workflows, and enhance overall service efficiency.
- Completed Complaint Resolution Training to improve de-escalation, accuracy, and customer recovery during high-volume support.
Education
Bachelor of Arts (B.A.) - Business Management
Paul Quinn College
Dallas, TX, US 08.2024 - 11.2025
Skills
- Product & Process Optimization
- System & Booking Troubleshooting
- Case & Escalation Management
- Quality & Accuracy Assurance
- Root-Cause Analysis
- Analytical Problem-Solving
Certification
- Complaint Resolution Training — Alaska Airlines
Skilled in de-escalating customer issues and ensuring accurate resolutions.
- AML (Anti-Money Laundering) Training — Wells Fargo
Trained to identify and prevent suspicious financial activity.
- GDS (Sabre & Travelport) Booking Systems Training — Chase Travel
Certified in travel booking platforms to support accurate reservations.
- UX/UI Design Certificate — Thinkful
Foundational knowledge in user experience and interface design for improved workflows.
Timeline
Bachelor of Arts (B.A.) - Business Management
Paul Quinn College
08.2024 - 11.2025
Travel Advisor
JPMorgan Chase
01.2021 - Current
Bank Teller
Wells Fargo
01.2017 - 01.2019
Lead Agent
Alaska Airlines
01.2015 - 01.2017