Nicole Blair Erice

Led onboarding, training, and process updates while acting as the escalation focal and managing customer satisfaction reviews. Also served as the Card Sales Settlement Focal, responsible in identifying issue trends, escalating overdue cases, and collaborating with teams to drive effective resolutions.

Joined the Channel Partner team to manage B2B concerns, including billing disputes, card sales discrepancies, and system-related issues from station owners and suppliers, providing multi-channel support via Salesforce for the US market.

Oversaw onboarding, training, system access, and process enhancements while acting as the escalation contact for complex cases. Served as the Shell App Focal on the customer-facing side, responsible for analyzing recurring issues, escalating concerns, and collaborating with teams to drive effective solutions.

Managed customer feedback and resolved complaints via calls, emails, live chat, social media and Google Reviews using Zendesk and Sprinklr to support US Market.

Provided technical guidance and support to colleagues, trained newly hired employees, handled escalated passenger concerns, monitored staff performance.

Assisted passengers throughout check-in, boarding, and disembarkation, ensuring a seamless travel experience by verifying documents and issuing boarding passes. Oversaw flight operations to facilitate punctual departures and arrivals, coordinated with internal teams, and addressed passenger needs, including providing specialized assistance.

Supported flight operations by providing comprehensive back-end support, including coordinating passenger documentation, in-flight meal logistics, passenger transfers, etc. Managed administrative functions such as flight activity reporting, invoice processing, office inventory management, scheduling and collaborating with service providers and authorities to maintain operational efficiency.