Accomplished Customer Service Specialist and Senior Case Manager with over 5 years of experience delivering high-impact support within the global travel and hospitality tech sectors. Advanced technical proficiency in Global Distribution Systems (GDS), including Amadeus and Sabre, with a proven ability to manage complex multi-segment ticketing, re-routing, and technical booking resolutions. Former Senior Case Manager at Airbnb, specializing in high-stakes escalations, cross-functional crisis management, and the resolution of sensitive host and guest disputes. Recognized for consistently maintaining top-tier customer satisfaction, mentoring frontline support teams, and optimizing workflow efficiencies in fast-paced, high-volume environments.
