April Castelo

Assistant Manager / Travel Consultant / Risk Underwriting Agent

Pantai Dalam 59200

[email protected]

+60172368418

To up-skill, learn, grow and succeed. Willing to embrace change. Seeking a firm that is a pioneer and forerunner. I wish to reach my highest potential and make a significant contribution.

Work Experience

Risk Under Writing Agent

Teledirect Telecommerce Malaysia – Kuala Lumpur April 2019 to Present

Duties and Responsibilities
• Determine an applicant’s eligibility and risk factors.
• Determine the coverage limits and premiums for approved policies.
• Analyse risk in insurance proposals, determine policy terms and calculate premiums on the basis of actuarial, statistical and background information.
• Assessing background information on the client
•Liaising with professionals and specialists to help judge risk assessment

Assistant Manager / Corporate Travel Team Leader

WNS Philippines
March 2017 to January 2019

Duties and Responsibilities
• Handles Corporate VIP travelers itinerary (Flights, Hotels and Car bookings trough phone, emails and GDS queues. Provides fare quotation for existing flights, hotels and car booking changes inquiry
• Provide proper coaching to agents and SMART plans
• Generating detailed daily, monthly and quarterly reports on business, staff and profit
• Prepare daily briefing, emails and training to colleagues for updates for flight irregularities and hotels revision policies
• Manages Escalation from various channels, provides accurate response to customers.
• Execute Service recovery and liaise with backend support for effective resolutions.
• Daily monitoring of the teams progress as how they can meet their target KPI’s and incentives.
• Handles 24 hours VIP Flight Monitoring and VIP flight reconfirmation.
• Responsible for sending daily call highlights to headquarters.

Senior Customer Care / Assistant Team Leader

BYOjet Travel AU
May 2015 to April 2016

Duties and Responsibilities
• Handles Leisure and Business Travels via phone calls and emails.
• Assist clients for making new Flights, Hotels and Car Reservation’s, errors on web booking • Provides fare quotation for existing flights, hotels and car booking changes inquiry
• Reissue, revalidate existing flight reservations.
• Prepare daily briefing, emails and training to colleagues for updates for flight irregularities and hotels revision policies
• Manages Escalation from various channels, provides accurate response to customers.
• Execute Service recovery and liaise with backend support for effective resolutions.
• Daily monitoring of the teams progress as to target hits

Senior Customer Care / Travel Consultant

Apple Inc / BCD Travel January 2014 to March 2015

Duties and Responsibilities
• Handles Corporate Account APAC (Asia), US and EMEA (Europe) Apple Employees.
• Research and arrange flights, hotels, ground transportations, events location with corporate fares then provides proposal with detail costing.
• Provides fare quotes for flights, hotels and land transportation changes
• Reissue and revalidates flight booking reservations.
• Attends to phone calls, emails and reservation on queue in Sabre System.

Travel Consultant

Fortune Travel
August 2013 to January 2014

Duties and Responsibilities
• Assist Corporate German Companies for their flights and hotel reservations
• Research and arrange commercial flights and hotel reservations then provide proposals. • Reissue and revalidate flight reservations
• Admin work: process visa applications, create Invoices / receipts
• System used – Amadeus

Senior Customer Service / Tier 2 Floor Support

Singapore Airlines and Star Alliance Partner Airlines October 2011 to July 2013

October 2011 – July 2013

Duties and Responsibilities
• Handles Leisure and Business Travel for Krisflyer Members and Non Members
• Create Commercial and Redemption booking (using mileage points)
• Research and arrange flight reservations on commercial and redemption bookings • Communicate flight delays, accommodate missed flights, problem solve
• Reissue and Revalidate Flight Reservations
• Assist new agents / Floor Support
• Manage Escalation, Supervisor call complaint and Red alert calls.

Education

Bachelor of Science in Business

University Of Baguio

2000 to 2004
Secondary Education

Baguio City National High School

1996 to 2000

Elementary Education

Kamuning Elementary School

1990 to 1996