Trent Francisco

Front line process and technical support for WVI agents while on phone queue block

• Expert with TTS, Sabre, Siebel, WIN, and many systems in the network
• Mentor and assist agents new and tenured on the team
• Offer live call escalation support, demonstrating strong problem solving and troubleshooting skills
• Work closely to navigate complex requests from back-office teams such as ED, BD, GET, Agency Sales, TaPayment Services, Fraud, and WVI Coordinators among others
• Exercise high degree of skill and deep knowledge of WVI process, TTS, Sabre and specialized workarounds to overcome challenging or unique situations
• Proficient with Microsoft Office 365 (Excel, Word, Outlook etc.)
• Specialized member within team reviewing bookings for accounting discrepancies, invoices adjustments, commissions, and bi-weekly accounting reconciliations for efficient debit and credit payments from agency partners
• Processing high revenue impacting queues to audit TTS transactions, manage agent activities, agent error follow-ups and billing inaccuracies
• Work with leadership to improvement process, create new processes, and find inefficiencies or knowledge gaps
• Leader of a team initiative to centralize and standardize WVI Senior processes in the WIN
• Proposed processes were successfully published as KM's in the WIN vetted through Standards Advisory department

• Front line support for Guests, Travel Agents and Agency Partners
• Demonstrate high degree of skill and knowledge of WVI process, products, and services
• Have a one call resolution focus, work with minimal supervision and utilize resources through WIN, Teams, TAR, and SharePoint
• Assisted with Special Project assisting WVI Support for Off Queue WVI Adjustment Team during peak COVID refund related tensions and issues
• Processing queues: COVIDCOM, TSTACTN, TLACTION, NOPNR, PNRWARN, WSDBURN, and more
• Reporting opportunities for agent growth to prevent revenue loss or inconsistencies that could impact guests, partners or WJ
• Developed strong relationships with clients through excellent customer service and regular follow-ups.

• Floor Support Agent screening internal calls before going to Senior support
• Expert skills in TTS, Sabre and Soft Voyage, utilize resources like WIN or TAR for fast paced processing and transactions
• Overcome live escalations for peers, working out solutions or compromises on challenging files and interactions
• Empathize and inspire agents and share knowledge of process, products and resources
• Front line support for Travel Agents and Agency Partners, provide a wide spectrum of service from basic day to day file management to more complex resolutions
• Provide support for TAWeb, Biz, WestJet.com, and report unresolved issues
• Resolve complaints or feedback, fulfill requests or exceptions
• Process waiver codes or exceptions