Arjay Traqueña

Highly adaptable Professional with nearly 9 years of diverse experience across Customer Service, Specialized Collections, Travel Operations, and Virtual Assistance. Proven track record of managing complex back-office administrative tasks and mastering specialized platforms including GDS (Sabre), Salesforce, and Shopify. A reliable self-starter adept at thriving in both high-volume corporate BPO environments and independent remote settings.

Senior Associate Travel Specialist - WNS Globals

(2025-02 - 2026-01)

• Expertly utilized GDS Sabre to execute complex international travel bookings, schedule modifications, ticket exchanges, and intricate refund calculations.
• Supervised the seamless planning and operational management of comprehensive international travel itineraries.
• Cultivated strategic relationships with global clients, hospitality vendors, and airlines to ensure elite service delivery.
• Proactively educated clients on complex airline fare rules, hotel cancellation policies, and potential financial penalties to minimize billing disputes

Travel Specialist Customer Support - Teleperformance

(2023-06 - 2024-11)

• Assisted clients with making changes to flight schedules, payments, refunds, and processing new bookings using GDS Sabre.
• Communicated consultative travel itineraries, navigated vendor rules, and negotiated with travel partners for optimized rates.
• Proactively educated clients on complex airline fare rules, hotel cancellation policies, and potential financial penalties to minimize billing disputes

Collections Specialist - American Express

(2022-09 - 2023-06)

• Managed an extensive portfolio of consumer and commercial card accounts facing early to late-stage delinquencies (1–120 days past due).
• Negotiated tailored repayment structures, settlements, or hardship programs through comprehensive financial assessments.
• Maintained a zero-compliance infraction record by strictly adhering to financial regulations, privacy laws, and internal credit risk policies.

Customer Service Representative - Teletech

(2021-02 - 2022-08)

• Processed orders, refunds, and basic application troubleshooting for users, DoorDash drivers, and merchants via email, live chat, and voice.
• Handled driver and merchant account escalations regarding payouts, compensation adjustments, and delivery logistics complaints.

Customer Support - Virtual Assistant (Seasonal) - IQor

(2020-09 - 2020-12)

• Managed end-to-end order processing, inventory tracking, and fulfillment updates using Shopify for the What on Earth catalog.
• Handled unique customer requirements, processed mail-in/phone orders, and resolved complex billing and shipping escalations.

Collections Agent (Collections and Recovery) - Foundever

(2017-11 - 2020-09)

• Auto LoB: Managed a high volume of delinquent accounts using Salesforce CRM; implemented a retention procedure that reduced voluntary vehicle surrenders by 29%.
• Executed the full delinquency cycle (skip tracing, asset recovery coordination), driving a 16% increase in average payment size.
• Mortgage LoB (Internal Transfer): Handled end-to-end residential mortgage collections and conducted borrower hardship evaluations for loss mitigation eligibility.

Virtual Assistant – E-Commerce Customer Service - Polywood

(2024-10)

• Efficiently managed and resolved high-volume customer inquiries via Zendesk, maintaining strict SLA standards across email and live chat channels.
• Utilized Shopify to process orders, initiate refunds, and track complex, high-value Less-Than-Truckload (LTL) freight shipments.
• Leveraged HubSpot to manage customer profiles, track interaction history, and update contact pipelines.
• Logged product defects and inventory discrepancies in Jira, and tracked daily project timelines using Monday.com.
• Coordinated directly with logistics teams to resolve transit delays, successfully turning negative situations into positive customer reviews.

AB - English Studies - National University Manila (2018 - 2020)