Alvin Espana
Senior Associate Customer Service Representative
Marikina City, Metro Manila
Summary
Sales-oriented travel expert with excellent administrative skills and experience working for well-known agencies. Proven expertise in customer service and in resolving conflicts. Provide exceptional service and quality obtained from years of hands-on experience in corporate travel industry.
Overview
8
8
years of professional experience
Work History
River Cruise Specialist
WNS Global Services
05.2022 - 04.2025
- Award-winning travel agency specializing in luxury river cruising, recognized for excellence and innovation.
- Managed offshore account based in California, USA, ensuring seamless client service and operational efficiency.
- Collaborated with diverse U.S. travel agencies to promote and sell premium river cruise experiences.
- Offered a diverse portfolio of itineraries across Europe, Egypt, Africa, Southeast Asia, and Colombia, enhancing client options.
- Conducted an average of 30 consultative calls daily, providing expert guidance and personalized recommendations.
- Assisted travel advisors in selecting and booking optimal itineraries to maximize client satisfaction and sales.
- Built and maintained strong rapport with travel professionals, fostering long-term partnerships and repeat business.
Customer Service Representative
WNS Global Services
01.2021 - 05.2022
- Managed 10-15 high-value customer calls daily, delivering exceptional service and swift issue resolution.
- Engaged with elite and professional card members, ensuring personalized and premium customer experiences
- Facilitated hotel bookings, flight exchanges, and cancellations seamlessly using GDS platforms.
- Demonstrated expertise in Amadeus Selco, optimizing booking processes and enhancing operational efficiency.
- Served as Subject Matter Expert (SME) for 8 months, providing specialized support and training to team members.
Customer Service Representative
WNS Global Services
01.2019 - 01.2021
- Delivered exceptional customer service by managing escalated calls with professionalism and efficiency.
- Resolved 7 to 10 high-priority inquiries daily, ensuring swift and effective solutions.
- Developed strategic decision matrices to efficiently handle complex and dead-end customer issues.
- Gained advanced technical proficiency through comprehensive training on GDS platforms Sabre Red and Amadeus Selco.
- Elevated to Subject Matter Expert (SME), providing specialized support and driving team knowledge sharing.
Customer Service Representative
WNS Global Services
05.2018 - 01.2019
- Delivered exceptional customer service by handling approximately 30 inbound calls daily with professionalism and courtesy.
- Resolved itinerary challenges through proactive communication and tailored solutions, enhancing customer satisfaction.
- Conducted outbound vendor negotiations to verify restrictions and availability, optimizing booking processes.
- Trained in GDS Sabre and Amadeus, ensuring efficient and accurate reservation management.
- Escalated complex issues to supervisors promptly, maintaining high service standards and issue resolution efficiency.
Sales Associate
WNS Global Services
12.2016 - 01.2018
- Managed an average of 20 inbound calls per shift, ensuring prompt and professional customer engagement.
- Delivered tailored solutions for hotel bookings, flights, and vacation packages, enhancing customer satisfaction.
- Built strong rapport to drive sales and foster long-term customer loyalty.
- Clearly communicated product features, rules, restrictions, and benefits to maximize conversion rates.
Education
Bachelor of Science - BACHELOR OF SCIENCE IN TOURISM MANAGEMENT
La Consolacion College
Daet, Province Of Camarines Norte, Philippines 04.2001 -
Bachelor of Science - BACHELOR OF SCIENCE IN HRM
Our Lady of Lourdes College
Daet, Province Of Camarines Norte, Philippines 04.2001 -
Skills
Client relationship building
Global destinations
Sales proficiency
Travel coordination
Timeline
River Cruise Specialist
WNS Global Services
05.2022 - 04.2025
Customer Service Representative
WNS Global Services
01.2021 - 05.2022
Customer Service Representative
WNS Global Services
01.2019 - 01.2021
Customer Service Representative
WNS Global Services
05.2018 - 01.2019
Sales Associate
WNS Global Services
12.2016 - 01.2018
Bachelor of Science - BACHELOR OF SCIENCE IN TOURISM MANAGEMENT
La Consolacion College
04.2001 -
Bachelor of Science - BACHELOR OF SCIENCE IN HRM
Our Lady of Lourdes College
04.2001 -
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