Service Customer
Resume:
MARY GRACE ESPESO
Silicon Arch, Silicon Oasis, Dubai
*********.*********@*****.***
Career Objective
Dedicated customer service professional with 9 years’ experience in a fast-paced environment seeking an opportunity in a team-oriented company. Proven ability to build and solidify customer relationships, develop client loyalty and increase customer retention. Seeking to use these skills to serve as an effective customer service specialist.
Summary of Qualifications
Travel agent expert with extensive experience in customer service and leadership. Have a good customer handling and presentation skills.
Assertive yet able to relate with different types of people, people management and decision making skills.
A keen observer and is goal-oriented.
Awarded as NCR 2018 Quarter 2 Top Agent of Sitel Philippines.
2018 CEO Nominee of Velocity Frequent Flyer.
Awarded as Top Team Lead for the month of June and July 2019 same as January 2020 Top Team Lead for the month of January.
Certified Sabre Interact Expert.
Excellent in multitasking, self-motivated, can work independently or as a team under pressure and challenging timeline.
Core Competencies
Manage client requests and escalations
Exceptional in attention to details that led to satisfactory resolution, balancing member retention and business
Quick-hit coaching’s and Skills-transfer Processes to new hires
Teach and transfer skills to agents in creating independence.
Demonstrate comprehensive quality care at all times.
Showcase quality, productivity and schedule adherence performance standards.
Responsible for maintaining client relationships through Customer Care Support for existing and potential customers who have questions and concerns about product or service.
Demonstrated excellent sales talk and service depending to customer’s needs.
Achieve long-range strategic planning for the whole ensemble
Accomplish problem solving at a strategic level
Knowledge in management tools – MS Office, MS Outlook, Sabre
Excellent in communication skills ( interpersonal, verbal and written )
CAREER HISTORY
Emirates Post Courier Service ( EPG ) (Asencia Services) – September – Present
Customer Service Representative
EPG is one of leading courier service within UAE. I handle bank and general shipments.
●Handle day to day schedule deliveries base on clients’ requirement.
●Maintain confidentiality and security in each delivery.
●Advocate of giving appropriate recommendations to meet customer’s satisfaction.
●Built and retained clients’ loyalty through timely and effective deliveries.
●Provide satisfactory resolution in balancing customers retention and clients business
●Meet quality, productivity and schedule adherence performance standards.
●Participates and provides expertise as a member of the customer service team.
Virgin Australia – Velocity Frequent Flyer (Sitel Philippines) -November 2012- February 2020
Team Lead
Velocity Frequent Flyer is the loyalty program of Virgin Australia. As a Customer Service and Ticketing Representative, I worked on a team of 200 people who is responsible for answering inbound customer calls and conducting outbound calls as needed. Over the years I became part of the back office team who handles reservations that has been affected by airline disruptions. Furthermore I became part of Velocity Manila management as one of their Team Leaders.
Teach and transfer skills to agents in creating independence.
Achieve long-range strategic planning for the whole ensemble.
Accomplish problem solving at a strategic level.
Facilitated new work processes, technologies, and equipment’s.
Work closely with agents to execute product and service quality.
Coach team members for high performance
Conduct monthly performance review
Created spreadsheets in improving reservation management and reporting accuracy.
Supervised team responsible for client requests and escalations.
Worked with the upper management to ensure appropriate changes were made to improve customer satisfaction.
Offers appropriate recommendations to agents especially on reservations that has schedule changes and reservations that needs immediate resolution and action.
Built and retained customer loyalty through timely and effective one call resolution
Assisted and provide expert advice and support on client-specific concerns of customer service agents.
In charge of redemption bookings using frequent flyer points of VIPs.
Assists members in booking, cancelling, changing flights
Jetstar Airways (Stellar Global Solution) – Febuary 14, 2011 – December 15, 2011
Customer Service Representative
Jeststar Airways is a low cost Australian Airline which cater services within Australia and Transtasman and Transpacific. As Customer Service and Ticketing Agent, I worked on a team of 500 people and was responsible for both inbound and outbound customer calls. My daily activities included:
Provide expert advice and support on client-specific concerns of customer service agents.
Advocate of giving appropriate recommendations to agents on compliance with applicable standards.
Resolves reservations that has schedule change and reservations that needs immediate resolution and action.
Arbitrate reservations that needs re-accommodation via other airlines.
Handles customer service related to compensation
Ensures and provides quality service to both internal and external customers.
Participates and provides expertise as a member of the customer service team.
Handled day-by-day customer requests like exchanges and cancellations of all services. (flights,car rentals and day to day activities and itinerary).
Sprint Corporation - ( Stream Global Services ) – April 2010 – December 2010
Telesales Representative
Sprint Corporation is an American telecom. As a Telesales Representative, I worked on a team of 1,000 people and am responsible in answering inbound customer calls. My daily activities included:
Educate appropriate and accurate responses to customers’ queries.
Demonstrate excellent sales talk and service depending to customer’s needs.
Responsible in renewal of Telecommunication Service, upgrading client’s phone service.
Advocate to client’s plan of service is congruent on their needs and usage. (new client, for renewal, upgrades)
Demonstrate mastery of customer service call script within specified timeframe.
Apply technical knowledge and procedures when servicing customers need.
Responsible for meeting outlines performance and goals and targets.
Meet quality, productivity and schedule adherence performance standards.
Certifications/Trainings
Covid Contact Tracing
Clinical Management of Covid-19 Infection
Infection Control Fundamentals
Certified Coach – Sitel Philippines
Coach Learning Plan – SITEL Philippines
How to Coach Through GOS 2.0
iCoach Training
Sabre Interact / Red Certified
Academic Qualifications
Ateneo de Naga University
B.S. Nursing 2005-2009
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