Raymund Sultan

Dedicated customer support and quality assurance professional with proven expertise in de-escalating high-priority concerns, evaluating interaction quality, and refining service workflows across financial, aviation, and telecommunications sectors. Strong background in banking compliance, transactional auditing, agent coaching, outbound collections, and customer retention.

Reservation Desk Agent at IGT Solutions Iloilo (United Airlines) (2024-07 – 2026-03)

• Reservation & Ticketing Operations: Orchestrated incoming calls for reservations, ticketing, and complex flight modifications with high precision and accuracy.
• Policy Guidance & Advisory: Delivered detailed information regarding international aviation security, fares, seat availability, baggage rules, and visa requirements.
• Grievance Resolution & Retention: Resolved complex passenger grievances calmly and efficiently, ensuring elevated customer satisfaction and brand loyalty.

Customer Service Representative at iQor Iloilo (T-Mobile) (2021-09 – 2022-02)

• Billing & Account Management: Managed complex billing inquiries, account plan transitions, rate adjustments, and service modifications.
• Technical Support & Diagnostics: Provided comprehensive tech support for mobile devices, network connectivity, software configurations, and hardware warranty replacements.
• De-escalation & Performance: De-escalated challenging subscriber situations to maintain brand advocacy and hit team key performance indicators.

Customer Service Representative at iQor Iloilo (T-Mobile) (2023-04 – 2024-05)

• Billing & Account Management: Managed complex billing inquiries, account plan transitions, rate adjustments, and service modifications.
• Technical Support & Diagnostics: Provided comprehensive tech support for mobile devices, network connectivity, software configurations, and hardware warranty replacements.
• De-escalation & Performance: De-escalated challenging subscriber situations to maintain brand advocacy and hit team key performance indicators.

Customer Service Associate / Quality Assurance Analyst at SYKES Asia Inc. (Capital One) (2019-08 – 2021-08)

• Inbound & Outbound Financial Support: Handled inbound financial support calls and transitioned to outbound calling campaigns, executing high-volume cold calls for delinquent accounts, negotiating payment arrangements, and driving recoveries under strict US banking regulations.
• Account Management & Compliance: Audited customer interactions (calls and digital transcripts) for account management, dispute intake, lost/stolen reporting, and identity verification protocols while ensuring strict adherence to federal regulations (FCRA, GLBA).
• Performance Coaching & Calibration: Identified process bottlenecks, fraud vulnerabilities, and agent communication gaps; delivered structured coaching sessions to improve team First Contact Resolution (FCR) and QA pass rates.
• Process Improvement: Partnered with leadership to standardize dispute logging workflows, reducing error rates and upholding company CSAT and quality benchmarks.

Bachelor of Science in Nursing – West Negros College, Bacolod City (2006 – 2010)