Travel GDS Support & Helpdesk Specialist

Armanne Ferrer

Address: Unit *** **** P. Gomez, Población, Makati City, Philippines

Contact: +63-917-***-****

E-mail ID: *******.*.******@*****.***

Dynamic and results-driven professional with over 10 years of experience in administrative and technical support, customer service, and team leadership. Proven ability to troubleshoot complex systems, manage high-pressure situations, and deliver exceptional service across diverse platforms. Adept at mentoring teams, optimizing workflows, and enhancing customer satisfaction. Professional Experience

Cruise Unique

GDS Travel Agent Service

December 1,2025 – June 08, 2026

• Managed multi-service reservations across cruise, rail, hotel, transfers, attractions, and insurance using GDS platforms, ensuring accuracy in booking references, cabin assignments, and client details.

• Coordinated complex itineraries by aligning cruise schedules with connecting flights, rail journeys, transfers, and hotel stays to prevent missed connections.

• Communicated itinerary changes and clarified travel policies across airlines, hotels, cruises, rail, and insurance providers, maintaining transparency and client trust.

• Recorded updates in Travel Tek and ensured operational accuracy by reducing booking errors through careful system management.

• Delivered client-focused solutions balancing efficiency with satisfaction across all travel services.

AMADEUS IT Group S.A

Helpdesk Specialist

January 16, 2020 – July 06, 2025

• Delivered 1st and 2nd level technical support for Amadeus travel systems via phone, chat and email.

• Assisted travel agents using cryptic and graphical interfaces for flight, hotel, and car bookings

• Specialized in Amadeus Cryptic Entries and airline-specific procedures

• Provided real-time troubleshooting for booking errors, fare issues, and system outages.

• Conducted remote training sessions for new agents on Amadeus tools

• Collaborated with airline partners, hotel, cars, cruise and train to resolve escalated technical concerns

• Documented recurring issues and proposed system improvements to reduce ticket volume Ubiquity Global Services

Senior Team Member – AU/NZ Accent

2017 – 2019

• Delivered customer support via email and chat for e-commerce and logistics clients

• Monitored parcel delivery status and resolved delays or misrouting issues

• Handled product inquiries, returns, and refund requests with empathy and accuracy

• Used Zendesk to manage tickets, tag issues, and escalate complex cases

• Created knowledge base articles to streamline support workflows

• Trained new hires on tone, escalation protocols, and system navigation

• Achieved top-tier customer satisfaction scores and resolution rates PCCW Teleservices Incorporated

Team Leader

2012 – 2017

• Managed inbound and outbound calls for Cathay Pacific’s Marco Polo Club and Asia Miles members, delivering premium support to frequent flyers and executive-tier clients.

• Resolved escalated customer complaints with diplomacy and efficiency

• Supervised a team of 8–15 agents, conducting coaching, QA reviews, and performance appraisals

• Facilitated daily huddles, training sessions, and process updates

• Used Althea system point-and-click tool to assist with travel bookings and itinerary changes.

• Analyzed call metrics and implemented strategies to improve first-call resolution

• Coordinated with cross-functional teams to align service delivery with client expectations VMobile Teleservices Incorporated

Customer Care Executive

2011 – 2012

• Provided multi-channel support (phone, chat, email) for telecom and financial services

• Acted as concierge for VIP clients, ensuring personalized service and timely follow-ups

• Investigated and resolved customer cases related to billing, account access, and service interruptions

• Reviewed bank transactions for accuracy and compliance, initiating corrections when needed

• Promote new products and services through upselling and cross-selling techniques

• Participated in outreach campaigns and customer retention initiatives Additional Skills & Roles

Music Educator & Performing Arts Leader

• Voice Coach: Trained individuals and groups in vocal technique, breathing, tone control, and performance readiness

• Choir Conductor: Directed choral ensembles for rehearsals and live performances, ensuring musical precision and expressive delivery

• Concert Organizer: Planned and executed musical events, including venue coordination, program design, logistics, and artist management

• Music Teacher: Taught music theory, sight-reading, and performance skills to students of varying levels

• Event Facilitator: Led outreach programs, school concerts, and community performances to promote musical engagement

Certifications

Amadeus Systems & Travel Technology

• Amadeus Selling Platform Connect

• Amadeus Selling Platform Connect Troubleshooting

• Amadeus Cryptic Entries & Fare Optimizer

• Amadeus Customer Service Point

• Amadeus Direct + Me

• Amadeus Hotels Cryptic and Troubleshooting

• Amadeus Profiles Sell Connect

• Amadeus NDC Upskill Session

• Amadeus Productivity Suite

• Amadeus TR Duty Code

• Amadeus Information Security

• Amadeus Payment Platform

• Amadeus Security Management

Customer Service Excellence

• Positive Customer Experience

• Customer Service Call Control Strategies

• Customer Service Foundation

• Customer Service Strategy

• Innovative Customer Service Techniques

• Interpersonal Communication

Leadership & Professional Development

• Customer Service Leadership

• Language Leadership

• Leadership Foundation

• Leadership Fundamentals

• Leadership Mindsets

• Rules for Rising Leaders

Process Improvement & Quality

• Lean Six Sigma Foundations

Character Reference

Marjorie Bul-Anon - +63-968-***-****

Supervisor

Taguig City

Alexander Pahayahay – +63-999-*******

University Professor

Makati City

Sean Harrison – +44-753******

Manager

United Kingdom

I, Armanne Ferrer, hereby certify that the abovementioned information is true and correct to the best of my knowledge and belief.

Applicant’s Signature:

Armanne Ferrer

June 9, 2026

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