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Ana Marie Sanchez
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1_LIO PCV TRACKER
AE Pre Execution Check + Service/Check Recovery Plan February 2024 - LIO
LIO Chat Agent Tracker - March 2024
LIO Chat Agent Tracker - May 2024
PCV Pre Execution Check Tracker - February 2024
UA LIO Chat Requeues
UA LIO Chat Requeues 2024
AE Folder
Agent Error Disciplinary Actions Tracker
CHAT
CCR Scrubbing Form (Non-Lodging & Lodging) - 2022
CCR Scrubbing FormV3 - Cluster Angel
CHAT CCR Scrubbing Form for Internal Calibration
Chat CCR Scrubbing Form (Revised)
CHAT Demographics 2024
CHAT INVALID SR – COACHING COMPLIANCE 2023 Ver.2
Chat NPS Scrubbing Form - 2023
CHAT OT Tracker - APRIL 2023
CHAT OT Tracker - APRIL 2024
CHAT OT Tracker - AUGUST 2023
CHAT OT Tracker - DECEMBER 2023
CHAT OT Tracker - FEBRUARY 2024
CHAT OT Tracker - JANUARY 2024
CHAT OT Tracker - July 2023
CHAT OT Tracker - June 2023
CHAT OT Tracker - MARCH 2023
CHAT OT Tracker - MARCH 2024
CHAT OT Tracker - May 2023
CHAT OT Tracker - NOVEMBER 2023
CHAT OT Tracker - OCTOBER 2023
CHAT OT Tracker - SEPTEMBER 2023
CHAT Outbound Tracker August 2023
CHAT Outbound Tracker December 2023
CHAT Outbound Tracker July 2023
Employee Details
Local Supervisor Take Over
Lodging Chat NPS Scrubbing Form - 2024
Lodging Long Chat Scrubbing - 2023
Lodging Long Chat Scrubbing - 2024
Lodging Long Chat Scrubbing (New) - Non English
Lodging NPS Scrubbing Form 2022
LODGING Outbound Tracker April 2024
LODGING Outbound Tracker August 2023
LODGING Outbound Tracker December 2023
LODGING Outbound Tracker February 2024
LODGING Outbound Tracker January 2024
LODGING Outbound Tracker June 2024
LODGING Outbound Tracker March 2024
LODGING Outbound Tracker May 2024
LODGING Outbound Tracker November 2023
LODGING Outbound Tracker October 2023
LODGING Outbound Tracker September 2023
Long Chat Scrubbing - (copy)
Long Chat Scrubbing LIO
NLC / LIO Outbound Tracker April 2024
NLC / LIO Outbound Tracker December 2023
NLC / LIO Outbound Tracker February 2024
NLC / LIO Outbound Tracker January 2024
NLC / LIO Outbound Tracker June 2024
NLC / LIO Outbound Tracker March 2024
NLC / LIO Outbound Tracker May 2024
NLC / LIO Outbound Tracker November 2023
NLC/TRANSLATION Outbound Tracker October 2023
NLC/TRANSLATION Outbound Tracker September 2023
Non Lodging Chat NPS Scrubbing Form - 2022 Revised
Non Lodging Chat NPS Scrubbing Form - Non English New 2023
Non Lodging Chat NPS Scrubbing Form - Non English New 2023 - (copy) - (copy)
Non Lodging Chat NPS Scrubbing Form - Non English New 2023 Updated
Non Lodging Translation Long Chat Scrubbing - 2023
Outbound Tracker June 2023
QA Short Chat Scrubbing 2023 - (copy)
QA Short Chat Scrubbing 2024
UA Chat Caribbean Sea: Tropical Storm Idalia
UA Chat Hurricane Hilary
UA Chat Issued/Applied Voucher - 2023
UA Chat NL AOB Scrubbing (NEW)
UA Chat One Key Tracker - 2023
UA Chat Wildfires on Maui & Hawaii Islands Tracker
UA LIO Chat IRROPS Tracker
UA LIO Chat Nordic Language
UA Lodging Chat IRROPS Tracker
UA Lodging Chat Requeues
ZTP Policy and Case Documentation Acknowledgement
Chat Inactive Surveys
Chat CCR Scrubbing Form
Non Lodging Chat NPS Scrubbing Form
Non Lodging VOC Scrubs Results
UA Chat NL AOB Scrubbing Form (Revised)
Clean Call Flow Monitoring
Lodging Clean Call Flow Evaluation Form - Post Zero AOB Rollback
Lodging Clean Chat Flow Evaluation Form - Post Zero AOB Rollback
Cluster David
AE 4DX - TEAM GARRY
Agent RR Calibration
Car Skill Drill
Compliance Tracker (SKE, PKT, Quia Survey, etc.)
Comprehension - Skill Drills
DAILY - Long Chat Tracker
DAILY - Long Chat Tracker
Daily Chat Tracker
DAILY CHAT TRACKER
Long Chat Tracker (October)
NLC FUP Scrubbing
Recovery Tracker
RH/Lead Long Chat Scrubbing - Team Garry
Integrity
Agent Error Feedback Tracker
PCV Callout Tracker - New
LC and LIO Update Sign-Off
Do not contact the property – Change and Cancelation waivers
Fraud Alert: Phishing Messages To Travelers April 2024
Use the Charge Refund and Credit workflows
When to escalate to Tier 3 - English | LID 2837
When to escalate to Tier 3 - Non-English | LID 28504
Marie
April Go Green Incentive Validation
February Go Green Incentive Validation
March Go Green Incentive Validation
March Incentive Validation
NLV Quick bite Sign-off
Asking Probing Questions
Basic Economy Fare checking guidleines
Disconnected Call back Process
Do Not Void: JetBlue if traveler is traveling within 7 days
Flight | ASC | Process an IRROP
General Guidelines in checking Agent Error / Common Agent Error
Identifying ASC or IRROP in itinerary
Items to check in fare rules
Quick Bite | Flight Exchange Call Flow
Report a Technical Issue
Search Criteria if Itinerary is NOT Available
Steps in Filing Insurance
UA FARELOGIX VOID PROCESS
Verify an Expedia Customer:
What to do when traveler purchased an Insurance
Operations
AEN_Post Check Tracker
AOB Permissions Tracker
Flight Process Tracker
FTC Agent Call Tracker
FTC Agent Call Tracker - (copy)
GDS Agent Call Tracker
GDS Agent Tracker – June
GDS Skills Drills
Service Recovery - **NEW**
SR Call Back Tracker - December (Final)
Subliminal Messaging
PCV - CHAT
AE Pre Execution Check + Service/Check Recovery Plan Non Lodging Chat
PCV - Chat Agent Tracker
PCV - Chat Agent Tracker - JULY 2023
PCV - Voice
AE Pre Execution Check + Service/Check Recovery Plan 2024
PCV Agent Tracker - Non Lodging Chat
PCV Agent Tracker - Non Lodging Chat 2024
PCV Agent Tracker - Non Lodging Chat (Updated)
PCV Agent Tracker - Non Lodging Voice 2024
PCV Agent Tracker December 2023 - Cluster Ann
PCV Agent Tracker December 2023 - Cluster Ann (Updated)
PCV Agent Tracker December 2023 - Cluster Emma_Germie
PCV Agent Tracker December 2023 - Cluster Germie (Updated)
PCV Agent Tracker December 2023 - Cluster Rogeriz
PCV Agent Tracker December 2023 - Cluster Rogeriz (Updated)
PCV Agent Tracker December 2023 - MIDAS
PCV Agent Tracker December 2023 - MIDAS (Updated)
PCV QA Tracker NLV 2024 - FOR QA's phone time
QA Checklist - Chat
AE Scrubbing Parameter
QA Checklist Chat Scrubbing
QA Checklist Chat Scrubbing - (copy)
QA Checklist Chat Scrubbing - FOR SCRUBBER ONLY
QA Checklist Chat Scrubbing - New
Quality Special Task
CCR Sprint Project
CCR Sprint Project - Updated
Invalid Transfer to Relocation
Lodging Chat Call Out Coaching Compliance
NLC Call Out Coaching Compliance - 2024 - (copy)
QA AEN Revalidation Tracker
QA monitoring - GDS Documentation Compliance
QA monitoring - GDS Documentation Compliance - NLV & MIDAS
QA monitoring - GDS Documentation Compliance (NLC)
UA Chat Agent Related Coaching - 2023
UA Chat Internal Calibration - 2023
UA Chat Refund Tracker - 2023
UA Chat Service Request Tracker - 2023
UA Lodging Chat GOLD Library - 2023
UA Non Lodging Chat GOLD Library - 2023
UA Voice One Key Tracker - 2023
Super Agents
AER Spot Check Tracker
AER Spot Check Tracker2
C.A.R.E Customer Advocacy & Remarkable Experience Form
***PILOT STAGE*** - In-Stay Complaint - V4
15-Minute Intra Day Interventions
4DX Tracker
4FX Chat Audit
AE Assessment
AE Pre Execution Check + Service/Check Recovery Plan Cluster Novie
AE Pre Execution Check + Service/Check Recovery Plan (NLV & Midas) _ updated
AEN Top Drivers
AER and Canned Response Drive
Agent & Support Engagement Survey
Agent Error Feedback Tracker - updated
Agent Transfer Tracker
AHT Scrubbing for LIO TL's
AIR CCF
Airline Help Desk
AIRLINE OUTBOUND SURVEY
AOB Call Monitoring
AOB/UOB Validation Form - Paid Version
Call Monitoring 3
Call Out Coaching Tracker Lodging Voice - 2024
Call Out Coaching Tracker Non English Agent - 2023
Call Out Coaching Tracker Non English Agent - 2023 - (copy)
Call Out Coaching Tracker Non English Agent - 2024
CCR Scrubbing for Non English - 2023
CCR Scrubbing for Non English - 2023 - (copy)
CCR Sprint v2
Chat Disconnect Tracker
Chat NPS Promoter Nominations from Agents
CLUSTER CARLO EOD ALL CHAT TRACKER JANUARY 2024
Cluster Germie Hawkeye
Cluster Novie AHT Daily Coaching
Contact Waiver
Customer Centricity
Desk ID Tracker
DSAT Recovery Plan for Lodging - v2 - (copy)
EG Tools Survey
Eligibility Checker
Exception Tracker - Cluster Emma
Exchange Calls
FAQ Tracker - Nesting
FAQ Tracker - Nesting (Lodging)
FAQ Tracker - Q4
Flag and Assist - Cluster Mally
FTC Agent Help Topics: Current vs. Future
FUP Calibration
FUP Calibration
FUP Scrubbing Form OPS | NLC
FWR Adaption Compliance
FWR Adaption Compliance - V.2 w/ ILO
Get it Right the first time : Avoiding Invalid Airline Referral Sign-Off Sheet
GOLD CHAT MINING
HATR - 2024
Hawkeye - Cluster Jeff
HTR Floorwalk Tracker - New
Internal Calibration - Feb 2023
Japan Typhoon Tracker
LCC Tracker - Until 6/7
LIO Support Tracker
Lodging CCR Scrubbing Compliance
LODGING CHAT - AOB INITIATIVE PILOT
Lodging Chat Internal Calibration
Lodging Chat UOB/AOB Tracker (Cluster Mike)
LODGING DAILY DSAT TRACKER
Lodging Demographics
Lodging Escalation Tracker
Lodging Refund
Lodging SR Cases Tracker
Lodging Voice AOB Tracker
Lodging Waiver Request
Long Call Scrubbing - (copy)
Long Call Scrubbing - New
Long Call Scrubbing - With call segmentation & FWR check
MIDAS Call Tracker
MIDAS HATR2
MIDAS UOB
NAME CORRECTION- Cluster Germie
Nesting Lodging FAQ
NEW GDS Documentation - NLC
NEW NDC & FARELOGIX ISSUE TRACKER
New Non-English Chat Tracker March 2023 V2
New Non-English Chat Tracker March 2023 V3
NL NPS Scrubbing Form
NL NPS Scrubbing Form - (copy)
NL Short Call
NL Short Call v2
NLC - Avoiding Invalid Airline Referral | Sign-Off
NLC - FWR vs FQD Usage Sign Sheet
NLC - Quickbite Sign-off Sheet | IRROPS
NLC - Time and Motion SBS
NLC FUP CALIBRATION FORM
NLC QA ALL Scrubbing Compliance (Chat) - (copy)
NLC Quick bite - How to avoid premature/delayed closing
NLC Quickbite 1 - 2024
NLC Quickbite 3 - 2024
NLC Quickbites - Contacting the property | Contacting the airline | How to avoid agent error
NLC T3 Daily Tracker
NLV / Midas Demographics - 2024
NLV / Midas Demographics - April 2024
Non English Calibration 2023
Non English Calibration 2023 - (copy)
Non English Learning Update 1st Edition
Non English Translation | AOB Tracker 2022
Non English Translation | AOB Tracker 2022 - (copy)
Non English Translation | SR Tracker for agents
Non English Translation | SR Tracker for agents - (copy)
Non English Translation | SR Tracker for agents - (copy)
Non Lodging - AOB Testers December 2022
Non-Lodging CHAT - AOB Tracker
NPS- BQ BEHAVIOR SPRINT
NPS Calibration Form
NPS Compliance
NPS Compliance (Chat)
NPS Compliance (Chat)
NPS Compliance (Chat) - Car
NPS SBS Form
NPS Scrubbing
NPS Scrubbing LIO
NPS Scrubbing Non EN - (copy)
OKTA Employee Number
One Desk EOD Error Tracker
Ops – PCV Call Out Tracker 2023
PCV - Cluster Ann Lorraine Galvez
PCV - Cluster Chijioke Josiah Agbo
PCV - Cluster Marlon / Jeff
PCV - Cluster Rogeriz Castillo
PCV - Cluster Yan Tenefrancia
PCV - Coaching: Loss & Saved
PCV - Non-English Translation
PCV - Non-Lodging Chat Nesting
PCV Audit the Auditor | NLV | NLC | MIDAS
PCV Tracker V2 - Cluster Ann Lumanag
PCV Tracker V2 - Cluster Jeff/Marlon
PCV Tracker V2 - Cluster Marlon and Jeff
PCV Tracker V2 - Cluster Rogeriz Castillo
PCV Tracker V2 - Cluster Yanyan Tenefrancia
PCV Tracker V2 - Cluster Yanyan Tenefrancia - (copy)
Possible Promoter
QA Form-Prod Voice 0201
QA monitoring - GDS Documentation Compliance - NLV & MIDAS (New Version)
Quality Quick Bite Acknowledgement | Change or Cancel Hotel Bookings with COVID-19 Coupons
Quality Quick Bite: Guidelines When Researching
QUIA - Internal Calibration Form
Quick Bite | GEVR Error? (Check possible fare violations)
Quick Bite | GEVR Error? (Check possible fare violations)
Quick Bite | Lodging – Outbound for waiver
Quick Bite | Pre-approved fee waiver bookings - Lodging
RESOLVE WITH CARE
RH Support Satisfaction
SA Short Call
SA Short Call v2
Scaffolding: Agent Call Tracker
Scaffolding/Nesting FAQ - NLV
Service / Pre Execution Check Process
Service / Pre Execution Check Process
Service Recovery - Cluster Emma
Service Recovery Cluster Novie
Service Request Callback Validation - Quality
Short Chat Scrubbing - Cluster Angel
Sign Off
SODEXO ACCOUNT Details
SR Callback 2022
SR Callback April 2022
SR Callback Q2 - 2022
SUPER AGENTS - SABRE CALL TRACKER
SUPER AGENTS - WORK SET UP - Version 2
Super Agents Tracker: November Storm Nicole
Survey Questions - Airline Policies
System Issue / Ghost Chat Tracker (Cluster Mike)
T3 Speed Dials- Communication Transport + ONLY (English) 2837
T.A.S.K - Things Agents Should Know Update | January 30, 2024| Sign-Off
Team Rog - AOB Mitigation
Tool Issue Tracker - Non English Agents (2023)
Tracked AOBs - New Outbound Tracker 2023
Tracked AOBs - New Outbound Tracker 2024
UA / Midas Voice OT Tracker - August 2023
UA / Midas Voice OT Tracker - October 2023 -
UA / Midas Voice OT Tracker - September 2023
UA / SA - Demographics 2023
UA CHAT Community Clubs
UA Lodging Delayed Closing - Test and Learn
UA NLV / Midas - Demographics December 2023
UA NLV / Midas - Demographics January 2024
UA NLV / Midas - Demographics October 2023
UA NLV / Midas - Demographics September 2023
UA Voice - T3 Speed Dials- Communication Transport + ONLY (English) 2837
UA Voice & Chat Call Calibration Form
UA Voice: Call Back Tracker
UA Voice OT Tracker - February 2023
UA/ SA Voice OT Tracker - APRIL 2023
UA/ SA Voice OT Tracker - June 2023
UA/ SA Voice OT Tracker - MARCH 2023
UA/ SA Voice OT Tracker - May 2023
Updated: FAQ Tracker - Nesting
Voice INVALID SR – COACHING COMPLIANCE 2023 Ver.2
Voice INVALID SR – COACHING COMPLIANCE 2024
Voyager Documentation Guidelines Signoff For Strict compliance
Waiver Tracker - UA Lodging
