Travel
Abigail Ruth Faith E. Santillan
Muntinlupa City
Summary
Solution focused Customer Support professional dedicated to maintaining satisfaction through effective and knowledgeable assistance. Positive and upbeat Customer Service Specialist with years of customer-facing experience in fast paced settings. Adaptable to addressing diverse customer needs.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Administration Specialist 1
Avid Technology Philippines
10.2020 - Current
- Assisted customers with pre purchasing inquiries
- Processed requests for subscription terminations and refund
- Helped with manual invoice generation
- Facilitated approved tax refund claims
- Initiated callbacks for confirmed appointments
- Facilitated the routing of cases and chats to correct teams for further support
- Resolved customer queries about order status
- Developed webstore related customer-facing knowledge-based content / articles
- Authored webstore related internal articles for organizational use
- Evaluated closed cases for potential development of new knowledge-based articles
- Updated outdated articles by analyzing resolved cases
- Managed schedule plotting for breaks, lunch and backlogs time for the team
- Coordinated critical cases and escalations to team leaders / team managers via chatter, email and teams
- Identified and reported flagged accounts for fraud to the Finance Team
- Handled company name update requests
- Generated cases for forwarded emails from different teams
- Issued temporary licenses for customers experiencing ordering issues
- Provided manually generated promo code and educating customers how to apply the code
Part Time Travel Consultant
WCA Travel and Tours
09.2017 - 02.2024
- Assisted customers with travel packages inquires
- Guided customers about different flight options and add Ons
- Handled flight bookings for local and international travel
- Ensured that customers are aware of their flight details
- Forwarded flight booking confirmation to customers through email or messenger
Manager
The Laundry Republique
01.2019 - 10.2020
- Supervised activities of laundry personnel
- Conducted audits and financial reports
- Managed social media posts and social media engagements
- Conducted inventory and stocks management
- Responded to inquiries through phone, text and chat
- Monitored and plotted pick-up and delivery schedules
- Invoice generation
ESL Tutor
Freelance
01.2016 - 08.2020
- Introduced English alphabet to non-English speakers
- Provided effective English conversation practice for intermediate ESL students
- Conducted basic English words to non-English speakers
- Facilitated lessons using visual aids
- Provided quizzes for English writing practice
Team Leader
Gezer Social Media Solutions
07.2016 - 02.2017
- Conducted training sessions for new hires
- Performed one-on-one mentoring meetings with every team member
- Conducted product demonstration for clients
- Closed sales and deals with clients personally
- Managed social media accounts and engagements
- Monitored and prepared daily, weekly and monthly team sales reports
- Managed product stocks and inventory
- Conducted follow up calls to clients for possible repeat orders
- Invoice generation for orders
- Leads distribution via CRM
Customer Service Specialist
Telus International Philippines
03.2015 - 12.2015
- Responded to customer complaints and concerns through Zendesk
- Handled fare adjustments for not completed or unended trips
- Handled user concerns related to the ride-sharing app
- Coordinated connections between customers and Uber drivers to recover misplaced or lost items
- Assisted customers for forgotten rating for drivers
Account Activations Specialist
Startek International Limited
08.2010 - 02.2011
- Assisted in activation additional phones on family accounts
- Managed inquiries for different types of postpaid or prepaid services
- Conducted credit check for clients during sign up
- Handled change of ownership transition requests
- Addressed billing issues
Customer Service Associate
Contact Center. Com
01.2009 - 05.2009
- Responded to client inquiries regarding various dietary products
- Managed cancellation requests for auto refill subscriptions
- Monitored scheduled delivery dates of shipments and order status
- Handled processing refund request
- Coordinated callback requests from managers or team leaders
Customer Support Specialist
RMCol Marketing
05.2007 - 11.2008
- Executed outbound calls to promote product
- Responded to queries via phone, chat, and email
- Collected required details for the order documentation
- Facilitated order shipment
- Provided delivery details to customers
Education
Bachelor of Science - Nursing
Mabini Colleges
Camarines Norte 04.2001 -
Skills
Customer service professional
Email handling
Chat handling
Data confidentiality
Schedule management
Article writing
Service-oriented
Patience under pressure
Appointment setting
Social media management skills
Verbal and oral communication
Certification
ESL Certified - JJ International Language Center
Interests
Food
Fashion
Books
Character Reference
Ms. Kristine Salcedo
FinCo Business Entrepreneur, Virtual Assistant
0956 – 120 – 1559
Ms. Jan Siouxie Patricia Ting – Ramirez
Outsourced, Senior Lifestyle Assistant
0906 – 411 – 5569
Ms. Anaces Mercado
Avid Technology Philippines, Customer Administration Specialist
0947 – 329 – 4513
Ms. Mary Grace Latosa
Avid Technology Philippines, Associate Resolution Manager
0927 – 525 – 4396
Mr. Charles David De Castro
Aspire, Lifestyle Assistant
0992 – 225 – 0476
Ms. Mary Henzel Austria
Chubb Asia, Claims Examiner
0917 – 871 – 3896
Timeline
Customer Administration Specialist 1
Avid Technology Philippines
10.2020 - Current
Manager
The Laundry Republique
01.2019 - 10.2020
Part Time Travel Consultant
WCA Travel and Tours
09.2017 - 02.2024
Team Leader
Gezer Social Media Solutions
07.2016 - 02.2017
ESL Tutor
Freelance
01.2016 - 08.2020
Customer Service Specialist
Telus International Philippines
03.2015 - 12.2015
Account Activations Specialist
Startek International Limited
08.2010 - 02.2011
Customer Service Associate
Contact Center. Com
01.2009 - 05.2009
Customer Support Specialist
RMCol Marketing
05.2007 - 11.2008
Bachelor of Science - Nursing
Mabini Colleges
04.2001 -
ESL Certified - JJ International Language Center
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