Specialist, Central Baggage Resolution (CBRO)

​Responsible for acting as a leader and resource for baggage resolution from the time a customer reports a baggage mishandling until when the bag is returned to the customer or the claim is settled. Assists representatives performing centralized tracing functions to assist in reuniting customers with their bags. Ensures representatives stay within the company compensation guidelines and/or approve higher amounts. Codes NetTracer and CRM baggage mishandling files to create system baggage performance reports Determines equitable resolutions for baggage losses, damages, pilferages, and delays. Acts as a leader and internal/external resource for baggage information Captures data relative to our customers’ perceptions for the purpose of affecting positive change. Adheres to established department compensatory guidelines, while executing empowerment to go beyond parameters for extenuating circumstances.