Manager Customer Care
Resume:
Aaron Y. Margaja
Dedicated with unsurpassed work ethic and with the ability to think analytically,
communicate effectively, and execute efficiently. An effective leader with great deal of experience managing multicultural and quality oriented teams in a large multinational company. Skilled with a demonstrated history of day-to-day operations in leisure, travel and hotel Industry and travel technology industry. Work Experience
Dec 2019 – Dec 2020
Account Manager, Operations • Sykes Philippines • Mandaluyong Metro Manila Sykes is an American multinational business process outsourcing company - provides business process outsourcing services, IT consulting, and IT-enabled services, such as technical support and customer service.
Responsible for managing and building strong relationship with clients. Interacts with client and coordinate with other staff members in other departments working for the same account to identify opportunities to meet clients demands. And at the same time, manages the entire day to day operation such as (overview) :
Developing a team of service driven executives handling operational Processes / Transactions.
Conducting operational strategy assessments - Planning and Implementing
Managing and improving center perfomance through performance monitoring, problem solution, audits and quality assurancce measures.
Jul 2019 – Dec 2019
Global Operations Business Management - Partner Relationship •Hotelbeds •Dubai, U.A.E
Hotelbeds is a travel technology company that operates a hotel, transfers, activities and car rental products distribution platform to a global network of travel distributors. It is the worlds leading bedbank.
Served as a liason to the BPO vendor. Not only managing and maintaining vendor relationship but as well as fascilitating processes and protocols wiht the vendors operations team and working closely to drive service excellencce. Perform as functional bridge amongst external vendors as well as internal stakeholders. Prenza, Balamban Cebu 6041
*****.*************@*****.***
Education
University of Cebu, Cebu City
Philippines
Bachelor of Science in Business
Administration - Major in Human
Resources Development
Management.
Projects
Efficiency initiative Lead
Performance management analysis
Performance optimization
Trend analysis
Customer Service Week - Lead
an Event to give back to employees a
Venue for employees and clients to
mingle and build rapport
Project lead on Mandarin and Japanese
calls
Optimize call answer ratio
Achieve SLA
Jul 2017 – Jul 2019
OTS Supervisor - Operations • Hotelbeds •Dubai, U.A.E Oversees day to day operation by monitoring the quantitative and qualitative achievements of the team.
Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
Communicates company goals to the team and provides guidance, direction and motivation to the service driven personnel to achieve it. Conducts team meetings to update members on best practices and continuing expectations.
Jul 2015 – Jul 2017
Global Support Team Leader - Operations • GTA •Dubai, U.A.E GTA is a world leader in the provision of ground travel products and services to the fully independent travel industry.
Acquired by hotelbeds on 2018 together with Tourico Holidays. Mar 2008 – Jul 2015
Account Handler - Operations • GTA •Dubai, U.A.E
Provide first level support to clients (Travel Agencies) in Africa, Middle East and Turkey. Interact with customers on a variety of channels such as phone and email and ensuring that customer issues and concerns are addressed and being dealt with in a timely and efficient manner.
Jan 2004 – Mar 2008
Reservations Coordinator • The Fairmont Dubai •Dubai, U.A.E A 5 star luxury hotel, located at the heart of Dubai adjacent to the Wold Trade Center Tasks includes processing bookings and visa for wholesale clients. Responds to queries from the travel agency and sending confirmation letters. Skill
s
Skills
Awards Achievements
FIT (fully independent traveler) STAR
AWARDS
its a recognition and reward for those
who have made an outstanding
contribution to FIT business and
continued success.
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