• Act as the final point of escalation for counselor issues, providing expert-level troubleshooting for complex bookings, policy conflicts, ticketing errors, and service recovery. • Ensure resolution continuity by owning escalated requests through closure, while documenting learnings for process improvement and knowledge sharing. • Provide VIP-level service delivery support as needed during high volume periods, complex booking scenarios, or coverage gaps. • Deliver structure 1:1 coaching, skills-based support, and performance observations to peers as directed by leadership or driven by issue trends. • Lead or co-facilitate on the job training, nesting, and tool refresh sessions, partnering with training teams to ensure consistency and readiness across the team. • Support real-time service quality by staffing internal Slack channels, offering direct guidance and resolving blockers quickly. • Partner with management to identify skill gaps and recommend training solutions. • Help teams adopt new processes with patience and structured guidance. • Act as workflow SME by maintaining active knowledge of GDDS, booking tools, and operational platforms (Amadeus, Salesforce, KAYAK, etc.) to support service continuity and accuracy. • Monitor fulfillment queues, Slack activity, and open escalations to flag bottlenecks, risks, or anomalies to leadership. • Identify areas of redundancy, confusion, or inefficiency and recommend process improvements or automation opportunities that enhance the team’s overall effectiveness. • Partner with multiple teams (i.e. Customer Care, After-Hours, etc.) to ensure clean transitions and resolution of pending handoffs. • Liaise with training, technology and vendor teams to pilot changes, provide feedback, and test new workflows prior to rollout. • Contribute to project teams or initiatives where counselor perspective is needed, including new client implementations, product launches, or workflow redesign.