Nic Sumgat

Customer Service & Guest Experience Specialist with 8+ years of experience in travel, hospitality, and property management support. Skilled in customer service, reservation management, OTA platforms (Airbnb, Booking.com, Vrbo), CRM systems, guest relations, and issue resolution. Proven ability to manage high-volume customer interactions while maintaining excellent customer satisfaction and operational efficiency.

Customer Service Representative Tier II - Teleperformance Inc.

(2016-10 - 2023-02)

• Managed 80+ customer interactions daily across phone, email, and support channels.
• Processed booking modifications, cancellations, refunds, and travel-related requests accurately.
• Coordinated directly with hotels and airlines to resolve reservation issues and guest concerns.
• Resolved escalated customer cases while maintaining high customer satisfaction.
• Consistently met or exceeded productivity, quality, and performance targets.

Guest Experience Specialist - Extenteam Inc.

(2023-05 - 2026-05)

• Supported operations for over 100 vacation rental properties.
• Managed guest communications through calls, email, chat, and SMS.
• Processed booking changes, payment concerns, balance inquiries, and guest documentation.
• Coordinated maintenance and housekeeping teams to ensure timely issue resolution.
• Managed OTA communications across Airbnb, Booking.com, and Vrbo.
• Provided pre-arrival and in-stay support to enhance guest satisfaction.
• Served as the primary liaison between guests and internal teams.

BSBA - Marketing - Colegio San Agustin – Bacolod (2014 - 2016)

BS - Information Technology - AMA Bacolod (2012 - 2014)