Customer Service : Travel Specialist : Construction Indsutry
Metro Manila, Pasig, Philippines
I have 5 years of experience in the Customer Service industry. Started as an agent in a US account where we schedule repair appointment for appliances and upselling of extended warranties. This is where I polished my English communication skills and gained confidence assisting difficult customers. I was a consistent too agent, both CSAT and sales and got promoted as a Quality Analyst then a Team Manager. I also handled chat and email support for a UK account. I have experience working from home as a Travel Specialist and Customer Support. We used Flowdash for customer tickets and Centaur, a tool integrated with airline companies. I am also trained with Gorgias, Zendesk and Shopify. I am very open to change and continuous learning. Dedication is what makes me stand out. The work etiquette makes me an asset to any organization.
Gordian, part_time
May 2024 to Apr 2026
Assisted customers through tickets for flight booking request such as upgrading of fare class (business and first class), adding baggage allowance, dietary meal request and others. This is where I used Flowdash to get customer tickets and document how the ticket was resolved. Centaur is the tool that we used to address the ticket since this is the tool with integration to Airline companies. If tools do not permit, we call the airline hotline directly.
Sitel Philippines, full_time
Jan 2013 to Jan 2014
I handled 20-21 agents in my team. I coached and trained them in achieving their metrics and KPIs. My team is consistently in the top 3 out of 22 teams. I also make sure that my agents create their own action plans so they have ownership of these action plans if they have opportunities for improvement.
Sitel Philippines, full_time
Jan 2011 to Jan 2013
I audited calls of agents making sure that they are follwing company protocols and providing satisfactory customer service. I handled new hire agents and trained them in call handling skills and efficient customer service. I have high hire rate every time I handle new hires
Sitel Philippines, full_time
Jan 2010 to Jan 2011
I was part of a US Retail Account. We schedule in-home repair appointment for appliances and upselling of extended warranties. I am known as an agent who goes outside the box and does not rely only on the sytem in front of me to assist customer concerns. I've been a consistent top agent.