Summary
Overview
Work History
Education
Skills
Timeline
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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 -
Alvin EspanaSenior Associate Customer Service Representative