Professional
Summary
A dedicated and results-driven
customer service professional with over 13 years of experience providing
exceptional service across multiple industries. Adept at resolving complex
customer inquiries, troubleshooting technical issues, and managing customer
accounts. Skilled in handling difficult situations with empathy and professionalism
while ensuring adherence to company policies. Seeking to leverage my extensive
customer service expertise in a challenging role within a dynamic company.
Key
Skills
Customer Support & Resolution
Account Management
Troubleshooting & Technical Support
Communication & Conflict Resolution
Process Optimization & Efficiency
Sales & Reservation Management (Hotel, Flights,
Car)
Conflict Mediation (Host-Guest Relations)
Multitasking & Time Management
CRM & Support Tools (e.g., SABRE, Microsoft
Outlook)
Professional
Experience
TDCX
Airbnb Account – Resolutions 2
Support Ambassador
April 2024 – January 2025
Assisted guests in identifying and securing their
preferred listings on Airbnb.
Guided guests in understanding cancellation policies
and reservations.
Supported hosts in creating listings and configuring
cancellation preferences.
Acted as an intermediary between guests and hosts to
resolve disputes fairly.
Helped process guest refunds and ensured hosts received
their payouts.
Optum
Global Solutions
OptumRx Customer Service
Representative
October 2018 – September 2022
Assisted members in ordering maintenance medications
and checking coverage.
Provided alternative medication options when prescribed
medications were not covered.
Ensured members received accurate information regarding
prescription plans.
Teleperformance
Telstra Bigpond ADSL Technical
Support Representative
September 2014 – September 2018
Delivered level 1 and 2 technical support for Telstra’s
Australian broadband services.
Diagnosed and resolved issues with customer premises
equipment.
Coordinated technician visits when remote
troubleshooting failed.
Assisted with email troubleshooting for issues with
Microsoft Outlook and network emails.
Aegis
Peoplesupport
Expedia Travel – Sales &
Customer Service Representative
January 2011 – June 2014
Managed US travel account bookings, including hotels,
flights, and car reservations.
Utilized the SABRE tool to cancel or reroute flights
and process changes to bookings.
Handled customer inquiries regarding cancellations,
changes, and issues with reservations.
Sit Up Channels – UK-Based Online
Shopping Account
July 2010 – January 2011
Managed customer orders, processed payments, and
tracked delivery status.
Handled complaints regarding faulty products and processed
replacements.
Education
Bachelor of Science in Commerce
Major in Business Management
Royal Christian College, 2007
High School Diploma
San Isidro Parish School – Talamban, 2003
Elementary Education
Talamban Elementary School, 1999
Verified
