Service Representative Front Office
Resume:
Jamelyn B. Quinio
Address: Upper Irisan, San Carlos Heights, Baguio City
Mobile #: +639-***-****** / +639-***-******
Email: adkim6@r.postjobfree.com
PERSONAL PROFILE
I am a goal-oriented with an eye for detail, self-motivated, team player and can also work independently, resourceful with good problem-solving skills that focuses on issue resolution that results to customer satisfaction.
Professional Experience
Berthaphil II, The Plaza Building, Jose Abad Santos Ave, Clark Freeport Zone, 2023 Pampanga
Multinational IT and Business Process Outsourcing (BPO) company, specializing client solutions from customer activities to client-business relations and management services.
Account Name: marhaba Services – (dnata Travel Inc.)
September 6, 2013 to September 30, 2014
Position: Customer Service Representative (CSR) Grade 4 Level
Duties and Responsibilities:
Handled both emails and calls at the same time
Designated Person of Contact for:
High profile clients
Organizes and processing large number of bookings
Providing solution for customer complaints on both calls and emails
Assigned to assist and guide new hires
Works on cyclical schedules and renders excess hours during peak season depending on the volume of work
Attention to details and ensures to finish all transaction before processing new transactions
Handles changes, refunds and new payments
DNATA TRAVEL INC.
www.dnata.com
Clark Special Economic Zone, Angeles City, Philippines
Dubai National Air Transport Association, commonly known as dnata is an Emirati airport services provider which provides aircraft ground handling, cargo, travel, and flight catering services across five continents.
Duties and Responsibilities:
Using web-based programs & global distribution system (GDS) – Sabre/Galileo to provide travel service support in Holidays, Hotels, Flights, Transfers, Insurance & travel products booking
Respond positively to customers by making reservations for business travelers accurately and efficiently, aiming to complete the transaction at the point of sale. Complete any service requests and sell related products such as car hire, hotels & transfers. Make the customer aware of their company travel policy, and communicate this to ensure adherence. Complete after call work, finalizing the traveler’s itinerary
Using web-based programs & global distribution system (GDS) – Sabre and Galileo to provide travel service support in Holidays, Hotels, Flights, Transfers, Insurance & travel products booking
Proactively and creatively researches and advises best options for clients and counsels appropriately
Ensure customer traveler profiles and details are accurate; build & maintain booker stars
Provide advice on visa, passport and security requirements relating to the destination and confirm the issuing details for each reservation
Make recommendations for improvement to processes, technical or otherwise, to ensure maximum quality and efficiency.
Undertake self-development and training to enhance skills to ensure achievement of both personal and business goals
Develop a solid understanding of the corporate travel industry, and the key drivers for our VIP customers.
Ensure that all Revenue Documents issued are correctly reported on a daily basis, in the Back Office System to enable accurate invoicing by Sales and Revenue Accounts Department
Read, assimilate and implement all changes to DFO, airline fares, schedules and other relevant procedures, filing if necessary relevant information/material for reference, to deliver a seamless service to clients
Handle refunds, re-issues, re-calculation of fares based on any changes in the itinerary, and make necessary collections as required.
Demonstrate commitment to customers, provide unsurpassed service by understanding, anticipating, and exceeding their expectations.
Carry out systematic and rational analysis to identify the root cause of issues, make informed judgment, anticipate and prevent recurring problems
Act with integrity and confidentiality and protect sensitive information
Account Names:
marhaba Services
October 1, 2014 to January 16, 2016
Position: Customer Service Representative (CSR) Grade 4 Level
MMI Banking (Maritime and Mercantile International Banking)
January 17, 2016 to Feb 4, 2017
Position: Travel Consultant - Grade 5 Level
Duty Travel
February 5, 2017 to September 30, 2017
Position: Travel Consultant (CSR) Grade 5 Level
HRG (Hogg Robinson Group) Corporate Travel)
October 1,2017 to January 2, 2020
Position: Senior Travel Consultant Grade 6 Level
Education
BENGUET STATE UNIVERSITY — La Trinidad Benguet, Philippines
Bachelor of Secondary Education (BSE) major in English (under grad - 3rd year level)
Of Note
Computer Skills:
MS Office (Word, Excel, Outlook)
Global Distribution System (GDS) – Sabre Red and Galileo
dnata Front Office (DFO)
Hotels bookings
CHARACTER REFERENCE
Mark Eduardo
Team Leader
Princess Rono
Senior Travel Consultant
Joan Castro
Senior Travel Consultant
Contact this candidate