• Develop, maintain, and optimize ServiceNow reports and dashboards to support customer experience and service performance initiatives • Analyze customer, incident, request, and SLA data to identify trends, risks, and improvement opportunities • Translate data findings into clear, actionable insights and recommendations for business and operational stakeholders • Partner with Customer Experience, Operations, and Technology teams to gather requirements and deliver reporting solutions aligned to business needs • Create and maintain standardized KPIs, metrics, and scorecards to measure customer experience and service outcomes • Ensure accuracy, consistency, and governance of reporting and dashboard data • Communicate insights through effective visualizations, summaries, and presentations for both technical and non-technical audiences • Support continuous improvement efforts by proactively identifying data-driven opportunities

• Act as an expert and liaison, providing product/services information and resolving any emerging problems that the company’s customer accounts and clients might face with accuracy and efficiency. • Respond efficiently to customer inquiries and issues while maintaining high customer satisfaction. • Develop strong customer relationships and resolve customer queries through phone (outbound and inbound calls), e-mail and chat in a fast and professional manner. • Create a positive company experience for the customer, vendors, and suppliers. • Provide accurate information about the company’s products or services including their platform and answering questions. • Manage and take ownership of the resolution process for all customer-related issues to final resolution. • Keep confidential records and financial information private and secure. • Record details of customer contacts and action taken – document in systems and use tickets.

• Develop strong customer relationships and will be responsible for resolving customer queries through phone (outbound and inbound calls), e-mail and chat in a fast and professional manner • Create a positive company experience for the customer, vendors, and suppliers • Provide accurate information about the companys products or services including their platform and answering questions • Escalation of technical support issues when encountered • Manage and take ownership of the resolution process for all customer related issues to final resolution • Keep confidential records and financial information private and secure • Record details of customer contacts and action taken – document in systems and use tickets • Other duties may be requested for support including administrative and testing of platform and system • Communicating with the airlines, vendors, and cross-department when needed • Keep high satisfaction standards and exceed crew members' expectations when managing bookings and requests • Resolve queries by applying established company standard procedures and tactics

• Provide top-notch Merchant Cash Advance (MCA) customer service & soft collections • Investigate asset information for businesses and owners using bank statements and publicly available information • Review payment modifications to avoid legal action • Notate all correspondence into the appropriate deal file • Answer inbound customer service calls, emails and chats from customers • Send outbound emails to customers • Make outbound calls to customers • Quickly help customers • Solve problems in a creative way • Document details of calls and customer interactions in the appropriate systems • Type and talk at the same time • Navigate multiple systems, programs, and screens at the same time • Respond to internal chats & phone calls