Nadeche Boer

• Ensured regulatory transparency through clear communication with stakeholders and cross-functional teams.
• Drafted and maintained compliance documentation in line with legal and regulatory requirements.
• Conducted quality assessments across compliance disciplines to ensure adherence to policies and standards.
• Designed and implemented compliance processes, led improvement projects, and conducted gap analyses to enhance operational efficiency and regulatory alignment.Identified and mitigated legal and compliance risks through policy and process evaluation.

• Delivered first-line support, resolving customer inquiries efficiently and professionally.
• Handled tickets, bugs, and process issues, ensuring smooth resolution and minimal disruption.
• Went the extra mile to assist customers, providing guidance and tailored solutions.
• Identified recurring problems and suggested improvements to enhance workflows and service.
• Assisted with process improvements to streamline support operations and improve the customer experience.

• Conducted quality control on support tickets, ensuring accuracy, consistency, and adherence to standards.
• Developed and implemented quality frameworks to monitor and improve support performance.
• Analyzed first-line interactions, providing actionable feedback to enhance service quality.
• Performed gap analyses on support processes, identifying inefficiencies and recommending improvements.
• Designed and optimized workflows to strengthen service delivery and customer experience.

First-Line Customer Support (6 months)

• Delivered front-line support, resolving customer inquiries efficiently and professionally.
• Handled tickets, bugs, and process issues while ensuring smooth resolutions.
• Assisted customers with guidance and solutions, going the extra mile to improve satisfaction.

Second-Line / Escalation Support

• Managed escalated cases, resolving complex issues beyond first-line scope.
• Supported first-line agents by providing guidance, answers, and workflow clarifications.
• Identified recurring problems and suggested improvements to enhance team efficiency.

• Managed passenger claims related to delayed flights, lost or damaged luggage, and other travel disruptions.
• Assessed claim details, verified documentation, and ensured compliance with airline policies and regulations.
• Coordinated with internal teams to resolve issues efficiently and minimize passenger inconvenience.

• Reviewed customer support tickets to ensure accuracy, compliance, and adherence to internal standards.
• Monitored overall support quality, identifying trends, recurring issues, and areas for improvement.
• Conducted coaching sessions with support agents, providing actionable feedback to enhance performance and customer satisfaction.

• Provided first-contact support, resolving inquiries promptly and maintaining high service standards.
• Processed tickets and addressed operational requests to ensure seamless customer experiences.
• Delivered tailored guidance to customers, going above and beyond to enhance satisfaction.