Lead customer service and sales operations for airport transportation services. Develop and implement policies, procedures, and workflow improvements. Oversee recruitment, onboarding, and staff training programs. Monitor employee performance and conduct evaluations. Ensure high service standards and effective issue resolution.

Supervised customer service representatives and reservation agents. Improved customer experience and supported customer retention initiatives. Resolved escalated customer concerns efficiently and professionally. Developed service procedures, standards, and operational guidelines. Analyzed service metrics and prepared performance reports. Mentored and trained staff to improve productivity and communication skills.

Managed reservations, booking modifications, payments, and refunds. Provided customer support via phone, email, and live chat. Coordinated transportation logistics to ensure timely airport transfers. Maintained accurate reservation records using CRM systems. Assisted customers with travel-related inquiries and issue resolution.

Sold vacation packages to customers in the United States and Canada. Coached sales agents to improve closing rates and communication techniques. Delivered persuasive and customer-focused sales presentations. Maintained strong client relationships and achieved sales targets.