Experience

Proveneo Land, Inc.

• Philippines
• Real Estate
• 1 - 100 Employee

• Business Consultant

  • Jan 2022 - Present

  Help buyers find their dream home. Help buyers find their dream home.



Hopper

• Canada
• Technology, Information and Internet
• 700 & Above Employee

• Travel Experience Specialist

  • Jan 2021 - May 2023

  Price Freeze and Flexibility and Distribution Handles all incoming chats from users; assists subscribers in understanding their charges after availing ancillaries/trip protection products of Hopper, handles refunds and provides callbacks to VIP users as needed. Price Freeze and Flexibility and Distribution Handles all incoming chats from users; assists subscribers in understanding their charges after availing ancillaries/trip protection products of Hopper, handles refunds and provides callbacks to VIP users as needed.



Teleperformance

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Quality Assurance Supervisor

  • May 2018 - Jan 2021

  Provided weekly and monthly update on the Line of Businesses’ QA performance. Worked hand in hand with Operations to achieve goals through Deep Dive Analysis, Observations and Recommendations for improvement; Helped Training Team through scheduling QA talk and nesting; Coordinated with the clients through reporting, calibrations and implementation of projects for improvement; Provided coaching to the Quality Analysts and supported them as they support their Partner Operations. - Was transferred to a new account where task was to provide Quality monitoring to US Elite agents and at the same time help on the Process Level Improvement. Show less

• Quality Assurance Analyst

  • Jan 2016 - Apr 2018

  Provided weekly monitoring (remote) and side by side coaching to the agents; Worked hand in hand with Operations to achieve goals through Deep Dive Analysis, Observations and Recommendations for improvement; Helped Training Team through QA talks, 100% post checking of all transactions of the nesting agents; Coordinated with the clients through reporting, calibrations and implementation of projects for improvement.

• Flex Quality Assurance

  • Nov 2015 - Jan 2016

  Provided weekly monitoring (remote) to the agents with the assistance from Senior QA. Helped finish reports and provided Observations and Recommendations for improvement.

• Customer Service Representative

  • Sep 2014 - Oct 2015

  (Airline Debit Memo): Researched memos issued by the Airlines, determined the root cause, liability and executed resolution based on the findings; Communicated with GDSs on fare/tax error memos; Coordinated with clients with regards to suggestions, escalations and resolutions.



Aegis PeopleSupport, Inc.

• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Customer Service Agent

  • May 2012 - Sep 2014

  Sales: Served as front liner and received calls from the customers requesting assistance in booking a hotel or flight reservation; Provided directions and recommendations on not frequent travellers; Coordinated with the Airlines and Hotels to further assist the customers. Airline Schedule Change: Processed schedule changes notified by the Airlines; Contacted passengers to advise the changes and provided resolution in accordance to posted policies; Coordinated with the Airlines and even the GDSs to further assist the passengers in resolving the issues on their flights. Airline Debit Memo: Researched memos issued by the Airlines, determined the root cause and liability and executed resolution based on the findings; Communicated with GDSs with Fare/Tax error memos; Coordinated with clients with regards to escalations and resolutions. Show less



i-t-solutions.ca

• IT Services and IT Consulting

• Customer Service Representative

  • Sep 2011 - Mar 2012

  Handled all incoming calls from subscribers; helped up sell products and services of the campaign and assisted subscribers in understanding their bill. Handled all incoming calls from subscribers; helped up sell products and services of the campaign and assisted subscribers in understanding their bill.



Almighty Explorer Corp.

• Manila, National Capital Region, Philippines

• Reservations Officer

  • Aug 2009 - Aug 2011

  Handled flight bookings, hotel reservations, tour packages and passport assistance; Organized contracted rates of the travel agency. Handled flight bookings, hotel reservations, tour packages and passport assistance; Organized contracted rates of the travel agency.