I am a seasoned BPO professional with a strong track record in customer satisfaction as an agent. Following my promotion, I played a key role in developing workflows and training materials that significantly decreased agent errors by 90% and streamlined processes to reduce Average Handle Time (AHT) by 20%. My experience showcases my commitment to operational excellence and continuous improvement in the customer service landscape

E d u c a t i o n

BS Computer Science

STI college Caloocan

(2007)

Secondary

La Consolacion Caloocan

(2004)

E x p e r t i s e

• Inbox Management
• Calendar Management
• Travel Management
• Appointment setting
• Project Management
• Customer Service
• Informational Research
• Social Media Management
• Youtube Ads
• Google Ads
• Copywriting

E x p e r i e n c e

Spartan Race

C o n s u l t a n t

(2019 - 2023)

• Delivered exceptional customer service support, enhancing overall customer satisfaction for Spartan Race events.
• Collaborated with licensees to streamline inventory management, ensuring timely availability of finisher items for all racers.
• Optimized online store operations by ensuring adequate stock levels and timely delivery of products, driving sales and customer retention.

Adventure International Tours Inc.

S p e c i a l P r o j e c t s M a n a g e r

(2018 - 2019)

• Transferred to AITI, leveraging expertise from sister company ePerformax to spearhead regional partnerships with travel agencies across Southeast Asia.
• Negotiated and secured corporate rates with hotels and vendors, enhancing offerings for our online agency platform.
• Developed advanced email and calendar management skills through extensive travel coordination and communication.
• Enhanced hotel review processes by applying refined editing techniques to create compelling visual content.

ePerformax | Upside Travel

T e a m L e a d e r

(2016 - 2018)

• Spearheaded operational excellence by uniquely integrating team leadership with hands-on support, ensuring agents received robust guidance and performance evaluations to enhance their roles.

Sitel | Travelocity Business

C o r p o a r a t e T r a v e l S p e c i a l i s t

(2012 - 2014)

• Supported Fortune 500 company C-level executives as their travel manager, handling their itineraries, expense reports, and travel requirements. Also served as Sabre helpdesk and assisted other OTAs and airlines with Sabre-related concerns.

Sykes | Metlife Dental

C u s t o m e r S e r v i c e r e p r e s e n t a t i v e

(2010 - 2014)

• I actively communicated with dental providers to discuss patients' coverage and dental insurance details. Additionally, I provided valuable assistance to dental providers by thoroughly reviewing unpaid claims, identifying issues, and offering decisive advice on the necessary actions for payment.

PeopleSupport | Orbitz

R e t e n t i o n s A g e n t

We took calls as supervisors, we took charge of resolving all issues promptly to prevent any financial losses for the company or the customer. Our focus was on transforming detractors into promoters and forging strong connections with our customers. Additionally, our department meticulously managed the website inventory to avoid any instances of overselling. We also provided unwavering floor support and delivered comprehensive training to ensure regular agents excelled in their roles with maximum efficiency.