Neil Patrick Ishiwata

Air Ticketing & GDS Specialist with 8+ years of hands-on Sabre experience across leisure and corporate travel environments, including Expedia, Amex and Navan. Experienced in domestic and international air reservations, complex PNR servicing, manual fare construction, ticketing, voluntary and involuntary exchanges, reissues, refunds, schedule changes, queue management, seat servicing and SSR handling. Proven in resolving time-sensitive and escalated travel situations independently while maintaining accuracy, policy compliance and clear documentation.

Background in SME, Quality Assurance and Team Lead roles adds strong quality control, problem-solving, coaching and process-improvement discipline to technical air operations.

Travel Customer Service Virtual Assistant at Brek.com (2026-06 – 2026-07)

• Handled guest inquiries, refunds and hotel reservation issues remotely, coordinating directly with travel providers to confirm bookings and resolve discrepancies.
• Managed inbox and case queues independently, prioritizing time-sensitive issues and maintaining concise, accurate customer communication.

Team Lead Supervisor | Subject Matter Expert | Customer Service Specialist at WNS Global Services | Navan Corporate Travel Account (2023-07 – 2026-06)

• Progressed from frontline Customer Service Specialist to Subject Matter Expert and Team Lead through consistent performance in corporate travel operations.
• Managed complex domestic and international air servicing in Sabre, including PNR creation and management, manual fare construction, ticketing, voluntary/involuntary exchanges, reissues, refunds, schedule changes, queue actioning and SSR handling.
• Handled time-sensitive and escalated travel cases requiring independent judgment, including urgent itinerary changes and disruption-related servicing while balancing traveler needs, fare rules and corporate policy.
• Supported airline and travel-provider coordination to resolve reservation discrepancies and complex servicing issues, maintaining accurate case records in Salesforce and Jira.
• Coached and supported agents on travel processes and escalations while tracking service KPIs and improving workflow consistency.

Quality Assurance Specialist | Subject Matter Expert | Customer Service Specialist at Teleperformance Philippines | Expedia & Amex Leisure Travel Account (2017-11 – 2022-12)

• Progressed from frontline travel support to Subject Matter Expert and Quality Assurance Specialist across multichannel leisure travel operations.
• Used Sabre for domestic and international flight bookings and post-ticket servicing, including PNR management, fare construction, ticketing, exchanges/reissues, refunds, schedule changes and queue actioning.
• Supported air, hotel and car reservations and escalated travel situations, applying airline policies and fare rules while maintaining accurate documentation.
• Performed quality and compliance audits, calibration and coaching, strengthening accuracy, process adherence and consistency across customer interactions.

Customer Support Specialist at Skytronix (2016-06 – 2017-04)

• Managed customer inquiries through Zendesk and maintained accurate interaction records; helped document consistent email-support procedures.

Quality Assurance Specialist at 3 John-K Scribes Expert (2015-09 – 2016-10)

• Ensured data accuracy and reporting compliance for a call-classification system and produced recurring operational reports.

Bachelor of Science in Information Technology – STI West Negros University (2017)