Theresa Milna Diana G.

10 years as Travel Consultant and Customer Service Specialist

I have a 12-year Customer Service work experience wherein my English communication, interpersonal and skills are fully developed and I have mastered multitasking. I have been into 2 major BPO companies and worked in a home-based voice and non-voice jobs. Customer Service, Technical Support, Sales, Email handling, Chat Support, Appointment Setting, Data Entry are a few of the fields I am an expert in. My first call center experience was as a Customer Service Representative handling inbound calls, resolving customers’ billing charges, at the same time doing basic troubleshooting on their cable and internet services. And then I transferred to an online Travel Agency in which I was employed for 10 years as a Travel Consultant. I’ve started as a Customer Service Agent doing inbound and outbound calls to passengers addressing their concerns on their flight itineraries. Then I was moved to Queue Management in which we contact passengers and airlines regarding the schedule changes of flights, Chat Support where I was one of the pioneers and was awarded the team’s top agent in the year 2016, Frauds where we investigate if payment information is legit and valid, Ticketing where we issue flight tickets for flights' passengers booked or any modification made to their flights and Finance in which we verify the validity of account discrepancies and resolve collections from customer payment, sales, and trade promotions. I must say that my 10 years of experience have molded my skills, helped me acquire new ones, and mastered multi-tasking. I am an expert in Sabre GDS(Global Distribution System) and Microsoft Office like Word, Excel, and PowerPoint. I also have worked part-time as an appointment setter (work from home set-up) for an SEO company for six months. The job focused on outbound calls for potential clients offering SEO services, and when the client took the offer, we would plot the schedule at their most convenient time. While on it, I also joggled with annotation tasks that are purely non-voice. Two years ago, I transitioned to home-based for various reasons. I started with data entry tasks and then got offers for different roles and positions. I was once a customer support agent of a tour company based in Germany where my tasks included answering chat and emails from customers, responding to customers' reviews on the website and social media accounts, tracking product issues, handling cancellations, and processing new orders, and updating stock levels. I also was a Customer service representative of a cleaning agency wherein my main role was to assist both clients and cleaners with their needs, make it easy for both parties to connect, and provide/receive cleaning services. I have 2 years of experience as an appointment setter of an insurance agency in which the main task is to contact leads and offer a free quote. The last role that I have practiced was as a lead generation specialist of a local tour company based in New York City and I reach out to leads (travel advisors) via phone and email. I am hardworking, honest, intelligent, energetic, creative, dynamic, and reliable and I know how to value my job. I can work with zero supervision and under pressure. I am a very good employee and will promptly do what is being asked. I am a team player and I am eager to learn new things. These qualities are the most effective and efficient ways to be successful which makes me qualified for this position. I am looking forward to working with you. Please advise if interviews and/or exams are needed. Thank you and hoping to be considered.