Expedia Service & Onboarding Consulting

I’m looking for someone who has actually worked inside Expedia—past or present—to guide me through the exact complaint-resolution flow used there. My team handles a growing number of guest issues, and I want to mirror Expedia’s proven approach, from the moment a dispute is raised to the final confirmation that the traveler is satisfied.

Here’s what I need from you:
• Walk-through of the Expedia Customer Relationship Management (CRM) screens that frontline agents rely on, including any shortcuts or hidden functions that speed up case handling.
• Step-by-step coaching on the booking and reservations system so we can trace, amend, or cancel bookings without triggering unnecessary holds.
• Demonstration of the online customer support portal settings—escalation paths, template replies, and the metrics Expedia tracks to judge resolution quality.

We’ll meet over video; you’ll share your screen and field my real examples. After each call, I expect concise SOP notes I can hand straight to my reps.

If you still have access to current interfaces, great—otherwise firsthand knowledge of recent versions is fine as long as you flag any screen changes. Confidentiality is, of course, essential; I’m only asking for workflow insight, not proprietary data.

Please tell me:
1. Your exact Expedia role and tenure.
2. Which of the three systems above you feel strongest in.
3. Your availability for an initial one-hour session this week.

MUST HAVE WORKED IN THE PAST FOR EXPEDIA OR WORKING FOR EXPEDIA NOW. DO NOT BID OTHERWISE.