Customer Service. Tech Support. Travel Agent. Excel Enthusiast.
Last active: 8 days ago
I have over 11 years of Customer Service experience. I initially joined the BPO industry back in 2004 as a technical support representative for an internet service provider. I fix internet connectivity issues via phone and open trouble tickets for unresolved cases. I was promoted to a supervisory role in 2006 and managed a team of technical support agents responsible in managing and monitoring trouble tickets, work closely with third-party vendors and schedule field tech visits. I also became part of a revenue generation team offering dial-up and broadband internet services.
In 2010, I moved to a different program that provides phone support to customers of an online travel agency based in Chicago, Illinois. We service air, car, hotel and package reservations. I'm trained on all queues except package.
Having been trained for hotel bookings, I work closely with our client's hotel partners to process requests such as but not limited to new bookings, changes and cancellations. With regards to airline systems and processes, I have extensive knowledge in four Global Distribution Systems namely, Worldspan, Apollo, Sabre and Shares.
In 2012, I was chosen along with 12 other colleagues to fly to Killeen, Texas to implement a start-up travel account. We conducted client specifics trainings and supported the trainees when they went live. To ensure the success of the new site, our team stayed there for five months. It was truly a great experience. Not only did I get the chance to travel to the United States, I have also acquired new knowledge that will definitely help me and team deliver a better experience for our customers.