I've spent 6 years in the callcenter industry as a customer service agent and have gone through training on both leadership and trainer skills. StudentUniverse Travel Agency February 2 2015 – August 16 2018 Assistant Web Operations Analyst (March 2018 - August 16 2018) -Currently on training -Create reports regarding ongoing bugs and errors on our website -Compile and catalogue bugs and errors -Research bugs and errors by looking up user logs and database queries -Update site information regarding hotels, flights, and airports Ticketing (Feb 2017-March 2018) -Generated report for use in TML and cleaning up the data by removing duplicate entries and past dated reservations -Checking of reservations for any changes in fares, voiding and reissuing accordingly to help increase sales -Double checking on voided entries to help mitigate possible losses -Reporting of any inconsistency with pricing to help avoid debit memos. An example of which would be AA 11PUB star profile being ticketed with commission being claimed -Processing refunds and exchanges according to airline policies -Making sure entries in the TML list are accurate and updated accordingly -Removing PNRs from their respective queues once refund or exchange has been processed -Process payments in VT making sure amounts and authorization codes are correct -Assisting phones agents by answering their queries regarding airline policies, or RD interpretation -Created a flow chart to help trainees visualize processes more clearly -Assist passengers with failed bookings by looking for the cause and offer alternate flights -Resolve airline schedule changes and irregular operations by either looking for alternate flights, checking if refund is allowed, or properly endorsing reservations over to QMs -Correcting incorrect information in passenger’s account -Properly interpreting airline rules and policies by checking on their RDs as well as the new airline spreadsheet to avoid losses -Assist passengers in processing voluntary date changes and cancellations -Help keep the service level up by maintaining a low AHT while not compromising on quality Training Assistant (Jan 2016 to Nov 2017 with breaks in between due to ticketing training) -Created modules via Google Slides for use in discussion -Preparing as well as conducting tests and activities to help trainees understand discussions -Assisted the trainer during discussion by answering questions and clarifying discussion points -Created a cheat sheet for new hires as a guide to help them catch up with processes and Sabre which is still used by most even after moving from phones -Discussed policies and processes -Assisted new hires during their transition on the floor through live barging of calls, coaching, and discussions before and after their shift -Coordinated with RDs and team leaders during new hire transistions -Resolving issues with computer and tool logins -Provided new Sabre commands for use on the floor and created a folder containing pertinent commands Finding a new Sabre reporting tool to assist ticketing team leads with their reports Queue Management (May 2015 to Dec 2016) -Keep passengers updated regarding any involuntary changes to their itineraries through email or phone calls -Assist with keeping the service level up by backing up on incoming calls -Checking the queues and keeping them updated by moving reservations to their proper queues if they fill certain criteria -Resolve issues with airline schedule changes by calling or email airlines and negotiating with them -Requesting of waivers from the airlines via phone or email -Created the QM manual which is still in use by queues -Created a mini New Airline Spreadsheet for use by QMsReplying to passenger emailsAdvocated the use of Gorgias to increase productivity in sending out emails which has also been used by the Helpdesk Department -Finding creative ways in resolving airline schedule changes, agent mistakes and Advocated the use of airlines’ sales websites as a reference for ASC and IRROPs policies as well as to keep updated regarding airline instructions with IRROPs -Creation of a new email account via Outlook and linking it to our own email when Air China could not receive emails from Gmail -Updated Use/Lose draft for emails by including pertinent information regarding airline policy for flight credits -Created trackers for PNR’s being endorsedCoordinating with teammates regarding reservations to be called out so as to minimally affect the service level -Collated airlines’ airline schedule change policies in one folder for quick access for all QMs and phones agents -Assisting phones agents -Ensuring that PNRs are in their proper queues and accurately tagging them with the correct type of schedule change SPI Global PhilippinesTechnical Support RepresentativeSeptember 2012 to February 2013 -Provide support regarding problems regarding loss of internet connectivity as well as slow and intermittent connections -Provide reports regarding possible outages in a given area -Feedback on base station congestion and high utilization Interpret billing concerns as well as provide assistance regarding issues with billing statements Convergys PhilippinesTechnical Support RepresentativeNOV 2008 to OCT 2010 -Troubleshoot loss of internet connectivity as well as slow and intermittent connections -Assist customers in webmail and email client set-up -Troubleshoot inability to send or receive emails either through web mail or mail client -Set up trouble calls for severe internet connectivity issues Achievements: Top Team Agent: Best in Class Customer Service and Issue Resolution – March 2009Top Agent – June 2010 Best in Customer Satisfaction – June 2010