I'm a professional with 10 years of experience in BPO, specifically for travel and hospitality accounts. I have 4 years of experience as a customer service representative and 6 years as part of a leadership team -- Operations Team Lead and Assistant Contact Center Manager.
If you are looking for someone who can provide the highest level of customer service or someone to manage a team, I am confident that I have the skills and experience to exceed your expectations! I come with a strong work ethic, leadership skills, and a positive attitude even under pressure. I am sure that I can deliver excellence and the highest standard of service.
CRM:
Zendesk
Sabre GDS
Amadeus GDS
- Provide timely and accurate responses and resolutions to customer inquiries thru email, text and outbound call. (Zendesk)
- Making fight reservations thru Sabre and Amadeus.
- Processing changes/cancellations for bookings as well as assisting with airline schedule changes using Sabre and Amadeus.
- Working on Sabre and Amadeus ticket reject queues.
Quality Assurance
- Reviewing possible agent errors from internal CRM for 3 account sites and providing feedback to agents' supervisor.
- Report Sites' performances to senior management.
- Disputes invalid errors tagged to Sites to reduce company's payables.
Other Skills:
- Microsoft Office proficiency- Outlined training materials and reports
- Created email templates for Offline Customer Service Team
- Created job aids to help agents with fulfilling their tasks
- Sabre and Amadeus workflow- Knowledge of Website Designing using Wordpress
- AI Content Writing
Professional Certificates: May 1-5, 2023
General Virtual Assistant
Real Estate Virtual Assistant
E-commerce Course
Achievements:
Awarded Top Supervisor for Tier 2 Voice four times, Top Supervisor for Tier 2 Offline six times, End of Year Top Supervisor for Tier 2 Offline for the year of 2017 and Top Assistance Contact Center Manager for the month of October 2023.
