Travel Operations CX Support Specialist | Sabre | Quality Assurance
Metro Manila
Travel operations and customer support professional with 8+ years of progressive experience across frontline service, subject matter expertise, quality assurance, and team leadership. Experienced in Sabre and Amadeus GDS, reservations and ticketing support, multichannel customer service, escalations, and resolving complex travel-related issues. My background also includes quality auditing, KPI monitoring, coaching, process improvement, and working with CRM and ticketing platforms including Salesforce, Jira, and Zendesk. I bring a customer-focused, detail-oriented approach and am comfortable working independently in remote environments while quickly adapting to new systems, workflows, and client requirements.
Brek.com, contract
Jun 2026 to Jul 2026
• Handled guest inquiries, refunds, and reservation issues remotely via email and chat, working independently against service SLAs. • Coordinated directly with travel providers and hotels to confirm bookings and resolve discrepancies on guests' behalf. • Managed ticket queues and guest records accurately in a fully remote, self-directed role.
WNS Global Services, full_time
Jul 2023 to Jun 2026
• Managed inbox and ticket queues across email, phone, and chat for a full team, ensuring timely and accurate resolution of client inquiries. • Conducted independent case review and dispute resolution, re-auditing quality call-outs to verify the accuracy of prior evaluations. • Tracked KPIs including response time, CSAT, and first-contact resolution and supported workflow improvements. • Coached and scheduled agents, delivered structured feedback, and maintained accurate, audit-ready documentation.
Teleperformance Philippines, full_time
Nov 2017 to Dec 2022
• Progressed from frontline agent to Subject Matter Expert to QA Analyst, building process, compliance, CRM, and multichannel support expertise. • Audited client interactions for quality and compliance and participated in formal QA calibration and norming sessions. • Built and maintained knowledge-base and onboarding materials and provided one-on-one coaching to improve service and evaluation outcomes
Skytronix, full_time
Jun 2016 to Apr 2017
Managed client inquiries via email using Zendesk CRM and helped document email support procedures.
3 John-K Scribes Expert, full_time
Sep 2015 to Oct 2016
Ensured data accuracy and reporting compliance for a call-classification system and generated recurring operational reports