Team Leader | Customer Service | Travel Operations | Zendesk | Amadeus GDS | 10+ Years Experience
Experienced Team Leader and Customer Service Professional with over 10 years of experience in the BPO and travel industry supporting U.S., U.K., and Australian accounts. Skilled in team leadership, customer service management, travel operations, KPI monitoring, coaching, escalation handling, and non-voice support operations.
Proven track record in managing B2B travel operations, Zendesk ticket management, DSAT analysis, process improvement initiatives, and agent performance development through one-on-one coaching and KPI glide path monitoring. Strong background in phone, email, and chat support across travel, banking, telecommunications, technical support, and telemarketing accounts.
Experienced in using Salesforce CRM, Zendesk, Amadeus GDS (Hotels and Cars), and MS-DOS-based systems for reservation management, ticket handling, customer support, and operational tasks. Recognized for strong communication skills, adaptability, problem-solving abilities, and delivering high-quality customer experiences in fast-paced environments.
Core Skills
Team Leadership
Customer Service Management
Travel Operations Support; Email & Chat Support
Non-Voice Customer Support
Zendesk Ticket Management
Salesforce CRM
Amadeus GDS (Hotels & Cars)
MS-DOS Navigation
KPI Monitoring & Performance Tracking
Coaching & Mentoring
Escalation Handling
DSAT Analysis & Resolution
Process Improvement
Queue Management
Administrative Support
Technical Support
Reservation & Booking Management
Phone Support
Payment Processing
Operations Support
Performance Management
Communication Skills
Problem Solving
Time Management
Multitasking
Work Experience
Yngen Datacom Corp
Team Leader, Customer Care
Perk Travel Agency
February 2020 – Present
Total: 6+ Years
Handles B2B travel agency operations and customer care support with focus on non-voice channels including email and ticket management.
Key Responsibilities:
Managed daily administrative tasks and pending reports using Zendesk
Monitored escalations and provided AI updates for ticket ownership visibility and handling status
Validated tickets for reassignment and queue management
Conducted DSAT deep dive analysis to identify trends and improvement opportunities
Performed one-on-one coaching sessions to improve agent performance and productivity
Facilitated process updates and operational communications
Monitored agent glide path and KPI performance metrics
Supported team development through coaching, accountability, and performance management
Utilized Amadeus GDS for hotel and car reservation support and travel operations
WNS Global Services Philippines
Customer Service Representative
December 2018 – January 2020
Total: 1 Year and 2 Months
Telemarketing Sales Executive (AML Account)
6 Months
Handled Salesforce outbound campaign focused on customer profiling and engagement for American Lawyer’s Media account.
Key Responsibilities:
Performed outbound calls for customer profiling and database updates using Salesforce CRM
Updated and maintained customer information accurately in the system
Supported campaign requirements through structured call handling and data validation
Telemarketing Campaign (GTA Account B2B Travel Banking Support)
1 Month
Short-term telemarketing campaign handled during tenure in Gulliver’s Travel Agency account.
Achievement:
Recognized as Top 1 Highest Converter, achieving 220 magazine subscriptions sold
Customer Service Representative (Gulliver’s Travel Agency – GTA Account)
Remainder of tenure
Handled U.S., U.K., and Australian B2B travel banking and travel support operations through phone, email, and chat.
Key Responsibilities:
Assisted customers with hotel and sightseeing reservations
Processed payments, waivers, and reservation rescheduling
Managed customer inquiries across global markets
Maintained service quality standards while handling high-volume requests
Used Salesforce CRM and MS-DOS-based systems for reservation and account management
Startek Philippines, Inc.
Technical Support Representative
Total: 2 Years
Provided technical support for Comcast email login accounts.
Key Responsibilities:
Assisted customers with password recovery and email access issues
Guided customers through troubleshooting procedures via phone and email
Delivered customer-friendly technical assistance and issue resolution
KGB Philippines (formerly Infonxx)
Customer Service Representative
Total: 1 Year and 2 Months
Handled Directory Assistance and Pizza Hut Delivery customer service accounts.
Key Responsibilities:
Assisted customers with directory inquiries
Processed food delivery concerns and customer requests
Maintained customer satisfaction and service efficiency
Sitel Philippines
Customer Service Representative
Total: 6 Months
Handled Capital One Credit Card U.S. account.
Key Responsibilities:
Assisted customers with billing statements and account concerns
Processed waiver requests and explained upgraded products and services
Resolved customer issues professionally and efficiently
