Customer service representative- OnSpot
Results-driven professional with 5+ years of experience in the BPO and travel industry, specializing in customer service, travel coordination, and team leadership. Backed by 17 years of service with the Philippine National Police, demonstrating strong discipline, integrity, and decision-making under pressure. Also experienced as an online English teacher, with proven ability to communicate effectively with diverse international clients.
Recognized for delivering exceptional customer experiences, resolving complex issues, and consistently meeting KPIs (CSAT, AHT, Quality).
Customer service representative- OnSpot - iScale Incorporated - Makati City
(2023-05 - 2025-07)
Delivered personalized travel support by managing customer inquiries through ticketing systems and multiple communication channels. Coordinated with front and back office teams to resolve concerns within SLAs, handled supplier communications, and consistently met KPIs for productivity, quality, and customer satisfaction.
Customer Experience Specialist - JPPron / Wofare - BGC, Taguig
(2022-12 - 2023-04)
Handled customer reservations and travel-related inquiries using GDS tools (Amadeus, Sabre, Galileo). Provided end-to-end customer support, collaborated with internal teams, escalated system issues, and ensured high-quality service aligned with KPIs.
Customer Service Representative – Travelperk - Enshored - Ortigas, Pasig
(2022-08 - 2022-10)
Processed corporate travel requests via email and outbound calls, coordinated with travel partners, and ensured compliance with company policies. Delivered timely resolutions while maintaining quality and productivity standards.
Customer Service Representative – Hopper - Enshored - Ortigas, Pasig (WFH)
(2022-02 - 2022-08)
Confirmed hotel reservations through outbound calls and handled customer concerns using internal tools. Maintained documentation standards and collaborated with teams to resolve issues efficiently while meeting KPIs.
Acting Team Lead – Agoda - Interglobe Technologies (IGT) - Alabang, Muntinlupa
(2021-07 - 2022-02)
Led and mentored a team of travel associates, ensuring SLA compliance and performance targets. Managed escalations, conducted coaching, handled administrative tasks, and implemented process improvements to enhance customer experience and team productivity.
Travel Consultant – Agoda - Interglobe Technologies (IGT) - Alabang, Muntinlupa
(2019-10 - 2021-07)
Handled inbound and outbound customer interactions related to hotel reservations. Delivered high-quality support, achieved top performance in CSAT and closure metrics, and ensured compliance with operational standards.
Bachelor of Science - Biology - University of the Philippines College Baguio (1989 - 1991)
Secondary Education - Brent International School, Baguio (1988 - 1989)
Secondary Education - Bishop Kidd Junior High School, Canada (1986 - 1988)
Secondary Education - Mpelembe Secondary School, Zambia (1984 - 1986)
Elementary - Nkana Trust School, Zambia (1977 - 1984)
