JOJANO PUEBLA AVILA

Mobile Number: +63 918 229 7977
Email Address: [email protected]

Profile Summary:

A dedicated operations supervisor with over five years of experience in the customer service industry. I am seeking a position in customer service where my extensive experience will be further developed and utilized in accomplishing the ultimate marketing goals of the organization.

Personal Details:

Age                          : 29

Sex                           : Male

Place of Birth           : Compostela, Cebu

Date of Birth            : October 17, 1990

Address                    : Dapdap, Compostela, Cebu

Civil Status               : Single

Religion                    : Roman Catholic

Educational Background:

·2006 – 2010   Cebu Doctors’ University (Tertiary)

Mandaue City, Cebu, Philippines

Bachelor of Science in Nursing

·2002 – 2006   Mulao National High School (Secondary)

Mulao, Compostela, Cebu, Philippines

·1996 – 2002   Dapdap Elementary School (Elementary)

Dapdap, Compostela, Cebu, Philippines

Employment History:

April 22, 2013 – Present                     Tier 2 Operations Supervisor

Orbitz/Travelocity/Cheaptickets

(Under Expedia Line of Business)

Teleperformance Philippines Incorporated

Duties and Responsibilities:

·Respond and communicate to customer queries over the telephone and email in the most professional and efficient way to deliver the highest quality customer service.

·Make new reservations and provide accurate terms and conditions. Products involve are flight, hotel, car, activity and package bookings.

·Process changes and cancellations to existing reservations quoting the correct rates guided by the rules and restrictions.

·Make name correction and create new passenger name record (PNR).

·Execute the above processes using online tools (VOYAGER LODGING/FLIGHTS, FARELOGIX) and different global distribution systems (AMADEUS, SABRE AND WORLDSPAN).

·Make outbound calls to customer, airline partner, hotel vendor, car rental supplier, activity and shuttle service provider when necessary.

·Maintain security check pertaining to customer information and prevent fraudulent activities.

· Ensure agents are equipped to reach objectives and goals.

· Answer agent questions and assist them through challenging calls.

· Identify operational issues and suggest improvements.

· Prepare operational reports and analyze data to assist and advise management.

· Perform at least two monitoring evaluation with each agent every week.

· Conduct at least two coaching session with each agent every week.

·Perform other duties related to my position as instructed by the team manager.

December 13, 2010 – July 2, 2011     Customer/Technical Support

Qualfon Philippines Incorporated

Duties and Responsibilities:

·Handle inbound calls according to defined quality standards, policies and procedures regarding customer queries about a prepaid and postpaid cellular phone.

·Add minutes to the cellular phone using online tools.

·Troubleshoot phone if necessary.

·Attend to customer’s complaints and provide first call resolution.

Skills:

·        Customer service oriented

·        Excellent communication skills in English language (both written and verbal)

·        Proficient in Microsoft Word, Excel and PowerPoint

·        Keen observant

·        Ability to multi-task

·        Effective problem solving and conflict resolution skills

·        Critical thinking skills

·        Empathetic to customer’s emotions

·        Team player

·        Flexible in shifting schedules

Character References:

Please feel free to contact the under mentioned in regard to my competence, work ethic, performance and any other aspect with respect to me:

1.  Ed Sherwin Llanes

Operations Manager

Orbitz/Travelocity/Cheaptickets Account

Teleperformance Philippines Incorporated

+63 939-907-9337

2.  Nyse Mae Quidet Calixtro

Operations Supervisor

Orbitz/Travelocity/Cheaptickets Account

Teleperformance Philippines Incorporated

+63 926-714-1111

3. Rizza Omoyon

Operations Supervisor

Orbitz/Travelocity/Cheaptickets Account

Teleperformance Philippines Incorporated

+63 998-268-6747