I am a highly analytical Customer Support and Operations Specialist with experience delivering multi-channel service in fast-paced, high-volume travel environments.
I have handled complex hotel and flight reservations for B2B and AARP Expedia lines, working with industry-standard ticketing platforms and GDS systems such as Amadeus and Farelogix.
I am known for technical troubleshooting, strict policy compliance, and maintaining strong customer satisfaction through efficient queue management and service recovery.
In my recent role, I managed phone, email, and live chat interactions while working under SLAs and resolving escalations with a strong first-contact resolution focus.
I also bring a quality assurance and compliance background from my engineering experience, where I performed technical inspections, produced detailed reports, and supported risk mitigation efforts.
I am certified as a TICO Travel Counsellor & Supervisor/Manager and have a solid foundation in travel regulations, customer service operations, and cross-functional collaboration.
Handled high-volume customer support across phone, email, and live chat for travel accounts. Managed hotel and flight reservations, ticket exchanges, and cancellations using Amadeus GDS, Farelogix, and Softphone systems. Resolved escalations and complaints, maintained high CSAT, and contributed to process improvements.
Performed non-destructive testing inspections on industrial equipment and ensured compliance with safety and engineering standards. Authored technical reports and compliance documents, identified structural anomalies, and supported corrective actions with quality assurance teams.
Diploma (Above Intermediate Level), Industrial Technologies, Technical Diagnostics, and Quality Control Systems
Diploma focused on industrial technologies, technical diagnostics, and quality control systems.
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