Olga Maravilla

Agent Support at Expedia.com

Foundever El Salvador LIMITADA.

02.2016 - 07.2024

From 2016 - 2018, provided customer service as a frontline agent package specialist of Expedia.com travel agency.
From 2018 - 2019, provided customer service as a supervisor at level tier 2, for escalations related calls, utilizing Amadeus and Sabre software for the handling of flight reservations of Expedia.com travel agency.
From 2019 - 2021, provided assistance as an offline agent, dedicated to identifying and validating errors made by frontline agents on customers reservations, listening to calls with the usage of Nice tool to validate in detail, policies and general information provided during interactions as well as checking on Amadeus and Sabre software if correct process was followed from agents at Expedia.com travel agency.
from 2021 - 2022, provided service as an offline agent, dedicated to sending email correspondence to all vendors (airlines, hotels, car agencies and activities providers) related to refunds, general waivers and complaints claims of Expedia.com travel agency.
From 2022 - 2023, provided customer service as a manager at level tier 3, for all escalations related calls where supervisor where not able to provide resolution in the handling of complicated cases in which major validation was required, with the usage of quantum metric session viewer tool, and the access to use credit cards created on WEX tool, to make payments when validation showed an agent error or a site error as well as the responsibility to execute refunds or provide compensations when applicable in Expedia.com travel agency.
From 2023 to 2024, provided assistance as POC-Point of Contact, for all manager agents who encountered difficulties on finding a resolution option related to escalation calls, with the usage of One Team tool, via chat and via phone to provide a personalized and accurate assistance, also provided assistance to accurately report and control staffing to make sure all agents complied with the required schedule, as well as created, updated and sent reports based on data received on Sales Force tool for all cases that needed to be handled offline at level named: Real Time Escalations Team within expedia.com com travel agency.

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