Supervise a large reservations department by managing, coaching, training, scheduling, and evaluating reservation staff. Oversee daily operations, handle escalated client issues, monitor performance, document progressive discipline, and ensure service benchmarks are met. Use reservation and Microsoft software for data entry and analysis, respond to complaints, and coordinate with clients, providers, and staff to support high-quality service delivery.

Accepts and processes passenger trip reservations, collects required rider and trip information, enters and updates customer records, provides transportation service information, coordinates schedule changes and cancellations, and communicates with scheduling, dispatch, and vehicle operations staff. The role requires accurate multitasking, strong customer service, effective communication, reliable attendance, and safe work practices.