Customer Service Representative/ Customer Success Manager
Metro Manila
Decorated Customer Service and Operations Leader with a decade of expertise delivering exceptional consumer experiences across high-volume tech, financial, hospitality, and luxury cruise sectors. Recognized for driving continuous operational excellence, building high-performing support teams, and flawlessly managing complex Tier-3 escalations. An expert in balancing rigorous quality assurance and strict compliance with robust customer satisfaction, loyalty, and revenue-driving retention strategies.
VGW, full_time
Apr 2025 to Jun 2026
Conducted rigorous, high-precision investigative audits of promotional submissions, maintaining perfect regulatory and legal compliance across digital systems. Managed dedicated customer email helpdesks, resolving technical inquiries and complex account problems with high accuracy and customer care.
Royal Caribbean Group, full_time
Jul 2024 to Present
Delivered standard-setting luxury customer care via high-volume inbound channels, translating standard user interactions into premium experiential travel packages. Maximized customer acquisition margins by systematically mapping guest requirements and filtering qualified leads directly into the outbound campaign funnel.
Trip.com, full_time
May 2022 to Present
Consistently Recognized for Elite Performance: Secured Monthly Honors across 8 separate months in 2023 alongside peak 1st and 2nd Half of the Year distinctions for superb operational and team leadership milestones. Directed end-to-end customer service workflows, driving high team performance, maintaining strict quality benchmarks, and routinely exceeding core client performance metrics. Served as the definitive Tier-3 escalation authority for critical, high-friction hotel and airline booking discrepancies, providing immediate conflict resolution under intense constraints. Fostered a transparent, supportive, and high-performance workplace environment through customized front-line agent coaching and actionable performance metrics tracking.
FPS Global Solutions, full_time
Sep 2021 to Present
Maintained flawless satisfaction ratings while managing high-velocity simultaneous web chat solutions for a premium telecommunications client. Consistently exceeded challenging monthly equipment acquisition quotas, core accessory attach targets, and subscriber line activations.
TDCX, full_time
Feb 2020 to Present
Delivered real-time operational floor support and complex technical validation to support representatives to successfully lower AHT and increase CSAT benchmarks. Partnered seamlessly with Team Leaders to manage core reporting documentation, launch specialized agent upskilling, and track performance data.