I am an accomplished Customer Service and Travel Specialist with over 7 years of experience in high-volume BPO environments. I have built my career around delivering reliable support in travel management, technical sales, and complex issue resolution.
I have handled both leisure and corporate travel bookings, including flights, hotels, and transport arrangements. I am experienced in using GDS tools such as Sabre to create accurate itineraries, manage rebookings, and resolve disruptions efficiently.
My background also includes customer service roles where I managed high-volume inquiries, billing concerns, and complaint resolution. I consistently worked toward strong performance metrics such as AHT, CSAT, and QA compliance.
In addition to customer support, I have experience in technical sales and troubleshooting. I am comfortable diagnosing issues, explaining solutions clearly, and supporting customers while maintaining a professional and helpful tone.
I also served as a Subject Matter Expert, where I supported agents with complex travel bookings, coached team members, and helped train new hires on Sabre and corporate travel processes. This strengthened my leadership and mentoring abilities.
I am detail-oriented, adaptable, and committed to delivering excellent service. I value clear communication, process compliance, and customer satisfaction in every role I take on.
Managed end-to-end flight, hotel, and transport bookings for corporate and leisure clients. Utilized industry-standard flight tools and software to structure clean, complex itineraries. Resolved itinerary disruptions, cancellations, and seating or booking adjustments. Maintained excellent QA scores by adhering to documentation and system protocols.
Fielded high-volume customer inquiries, resolving complaints and billing issues efficiently. Consistently met team benchmarks for Average Handle Time (AHT) and Customer Satisfaction (CSAT). Documented detailed account notes and interaction histories for tracking and compliance.
Combined technical troubleshooting with targeted sales to resolve customer tech issues and upsell products. Diagnosed and resolved product/service concerns while maintaining a friendly, helpful tone.
Supported agents with complex travel bookings and system-related concerns. Provided coaching and guidance to improve team performance. Assisted in training new hires on Sabre and corporate travel processes. Ensured compliance with company and client travel policies.
Undergraduate Studies
High School Diploma
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