Sonya Alexandria
Senior Support Agent · Flights Team
Assigned Ticket
| Subject | Booking Ref | Priority | Status | Assignee | |
|---|---|---|---|---|---|
| #TK-58213 | Refund not received after cancellation | #WG-204872 | High | In Progress | Aisha R. |
| #TK-58207 | Reschedule flight to next day | #WG-204847 | Medium | Open | Daniel T. |
| #TK-58201 | Payment failed but card was charged | #WG-204815 | High | In Progress | Aisha R. |
| #TK-58194 | Hotel room downgrade — request compensation | #WG-204836 | Low | Open | Grace K. |
| #TK-58188 | Update passenger name on ticket | #WG-204801 | Medium | Resolved | Daniel T. |
| #TK-58179 | Duplicate booking — cancel one | #WG-204774 | Low | Resolved | Grace K. |
| #TK-58168 | Seat selection not applied at check-in | #WG-204731 | Medium | In Progress | Omar M. |
| #TK-58155 | Add extra baggage to confirmed booking | #WG-204689 | Low | Open | Priya N. |
| #TK-58142 | Visa document upload failing repeatedly | #WG-204655 | High | In Progress | Aisha R. |
| #TK-58130 | Request invoice for corporate booking | #WG-204612 | Low | Resolved | Daniel T. |
Showing 1–10 of 14 tickets
Your Performance Overview
Tickets resolved
142
▲ 11% vs last week
Avg. first response
14m
▼ 3m faster
Avg. handle time
22m
▲ 2m slower
CSAT score
94%
▲ 1.5%
First-contact resolution
78%
▲ 4%
SLA compliance
96%
▲ 0.8%
Team Leaderboard
This week
1
Daniel Thompson
168 resolved
2
Sonya Alexandria (you)
142 resolved
3
Aisha Rahman
137 resolved
4
Grace Kim
124 resolved
5
Omar Malik
119 resolved
6
Liam Carter
112 resolved
7
Priya Nair
108 resolved
8
Yusuf Tariq
101 resolved
9
Elena Moreno
96 resolved
10
Hassan Khan
89 resolved
Recent Feedback
94% CSAT
2h ago
Sonya sorted out my refund in minutes and kept me updated the whole way. Brilliant service.
5h ago
Quick reschedule, though I waited a bit before being connected. Friendly help once I got through.
Yesterday
Helped me change the passenger name without any fuss. Very patient and clear.
Yesterday
Resolved my duplicate booking issue straight away and refunded the extra charge. Excellent.
2 days ago
Issue was sorted eventually, but it took a few transfers before reaching the right person.
3 days ago
Went above and beyond to find me a better connection. Could not have asked for more.
Recent Activity
Resolved ticket #TK-58188 — updated passenger name on booking #WG-204801
10 min ago
Edited booking WF3Q277KHMJ26 — added extra baggage for Mohamed Beait
42 min ago
Processed refund of $312.40 for booking #WG-204774
1h 15m ago
Escalated ticket #TK-58201 to payments team — card charged on failed payment
2h ago
Started shift — 6 tickets assigned from queue
09:00