Customer Service Front Desk

Ma. Esperanza G. Donato

***********@*****.***

Blk 7 Lot 24 KS1, New Lacaster City, Brgy. Navarro

General Trias Cavite

Mobile Number: +639**-***-****/ +639**-***-****

EMPLOYMENT HISTORY

January 13, 2020 – September 30, 2022

Hopper ( App ) Back end

Team Lead – October 3, 2021 – September 30-2022

• A Team of 15 people

• Responsible for overseeing the performance of a team of chat/email contact operators

• Provide guidance, feedbacks and coaching on their monthly KPI targets

• Helping in maintaining the hourly SLA target for both email and chat

• Tracking agent’s financial errors/ADMs/Misinformation and with on-the-spot coaching’s

• Performance Incentive review and awarding

• Weekly team meetings for any suggestions, brainstorming brilliant ideas, finding solution on any problems or concerns

Supervisor – November 2, 2020 – October 3, 2021

Travel Agent – January 13, 2020 – November 1, 2020 GDS – Sabre / Amadeus / Apollo

SLACK and KUSTOMER Savvy

November 3, 2009 - December 8, 2019

IGTSolutions

Business Unit : Webjet (Onlinetravel) - Australia/New Zealand Market Position Title (Level) : Team Leader

Specialization : Team Handling, Customer Service - Emails, Chat, Calls, GDS : Galileo / Amadeus / Abacus / Apollo

Job Description:

• Managing a team of 17 Employees

• Responsible for Service Level monitoring

• Ensuring that Team Quality/Reliability scores will meet the target Month on Month

• Assisting agents in resolving issues maximizing all the tools available on hand

• Attends to the agents concern about work

• Coaching agents pertaining to their metrics

• Taking Supervisor calls with complicated issues

• Handling Schedule Changes/Voluntary Changes with complicated fare rules

• Confirming Pending Hotel / Flight bookings

• Responsible in monitoring/controlling staff errors/financial loss December 9, 2007 – January 9, 2009 - PeopleSupport, Makati Business Unit : Etihad Airways

Position Title (Level) : Process Associate

Specialization : Customer Service, Changes, Schedule Change, Booking Creation

Industry : Airline Travel Account

Job Description:

• Assist customer in retrieving reservations using Amadeus

• Responsible for flight, hotel reservations

• Assisting passengers with their bookings via inbound calls January 2009 – October 2009 - Eithad Airways Country Ticket Office Business Unit : Etihad Airways Philippine CTO

Position Title (Level) : Front Desk

Specialization : Customer Service, Issuing Tickets, Ticket Amendments Industry : Philippine Country Ticketing Office

Job Description:

• Assist customer in retrieving reservations using Amadeus GDS

• Responsible for flight reservations

• Assisting the customers booking request

• Servicing mostly custmers from Middle East countries

• Responsible in MCO issuance

January 1999 – March 2007 - Runways Travel & Tours Business Unit : Local Travel Agency

Position Title (Level) : Reservation Desk

Specialization : Customer Service, International Package Bookings, Car Rentals/ Car Transfers, Local Hotel Bookings

Industry : Travel Agency

Job Description:

• Arranging flights/hotels/cars for passengers Local or International with Amadeus (GDS)

• Arranging Local as well as International group bookings

• Assisting with Visa requirements

• Assisting with Passport requirements

• Dealing with local hotels for package rates

• Accepting walk -in customers for Flight Change assistance SPECIAL SKILLS AND STRENGTHS

• Knowledgeable in GALILEO/AMADEUS/SABRE GDS in terms of ticket exchanges, booking creation, cancellation, refunds process.

• Knowledgeable in airlines’ reservation system

• Fluent in English language acquired in working for almost 13 years in a call center.

• Able to multi-task

• Computer Literate in MS Office

• Hands-on experience in booking reservations for Flights, hotels, and car rentals

• Self motivated with strong will of learning more everyday EDUCATIONAL BACKGROUND

1st – 3rd Year High School(1985-1988 : Ramon Magsaysay High School (Espana Manila)

4th Year High School (1988-1989) : Calaoagan Dackel National High School (Cagayan Valley) 1st – 3rd Year College(1990-1993) : Far Eastern University

: Bachelor of Arts in Filipino

TRANING ATTENDED

Amadeus Training : February 2005/2008

Galileo Training : February 2010

Personal Particulars & Preferences

Date of Birth: May 14, 1972

Age: 50 years old

Place of Birth: Caloocan City

Status: Single

Nationality: Filipino

Gender: Female

Mother: Encarnacion Donato

Father: Eduardo Donato deceased+++)

Children: Joacquin Marco Donato - 14yrs old

CHARACTER REFERENCE

Abigail Baldores 096********

Niel torres 092********

Joan Velitario 094********

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