Denise Adoremos

Senior customer operations professional with 9+ years of experience across SaaS and travel technology, combining hands-on operational execution with people leadership in remote and hybrid environments. Proven track record in managing complex escalations, leading support teams, and improving customer experience workflows in high-volume environments. Highly skilled in CRM systems, GDS platforms (Amadeus, Sabre, Galileo), and AI-powered support tools, with a strong focus on efficiency, scalability, and service excellence.

Open to full-time opportunities in Customer Experience, Remote Operations, and Customer Support Leadership roles within SaaS, travel tech, or global remote organizations.

Service Operations Specialist - Canva PH - Hybrid

(2024-01)

• Manage high-volume customer inquiries across billing, account, and payment-related concerns while meeting SLA and quality standards
• Process refunds, disputes, and unauthorized transactions with high accuracy and policy compliance
• Deliver empathetic communication to enhance customer satisfaction and trust
• Collaborate with cross-functional teams to resolve escalated and complex cases
• Use CRM systems, internal tools, and AI assistants to improve efficiency and resolution time
• Identify recurring issues and support workflow improvements

Community Support Supervisor - Hopper - Remote

(2021-08 - 2024-12)

• Served as SME overseeing daily operations of a fully remote customer support team
• Managed and resolved 200+ high-risk escalations (legal, regulatory, reputational cases: BBB, DOT, Trustpilot, App Store, Google Play, social media)
• Handled travel-related concerns including flights, hotel bookings, car rentals, and rewards program issues
• Processed refunds, disputes, and itinerary changes using Sabre GDS with high accuracy
• Maintained quality across social media support channels
• Provided operational insights and performance analysis to leadership
• Contributed to workflow and escalation process improvements

Team Lead - Enshored Inc. - Pasig City

(2020-03 - 2021-08)

• Led and coached 5–8 customer support agents in a high-volume environment
• Monitored KPIs and delivered performance coaching and feedback
• Conducted QA audits and performance evaluations
• Managed scheduling, documentation, and workflow distribution
• Supported onboarding and knowledge base improvements

Fares & Ticketing Specialist - International Airline Services, Inc. - Makati City

(2016-05 - 2020-02)

• Managed fare calculations, ticket reissues, refunds, and airline transactions using Amadeus GDS
• Handled itinerary changes, name corrections, and interline coordination
• Ensured accuracy and compliance in all ticketing processes
• Resolved urgent travel disruptions during peak demand periods

Bachelor of Science - Travel Management - La Consolacion College Manila (2016-03)