ANGELO E. NAZA
Taguig City,Philippines
Summary
Customer Service Representative dedicated to enhancing client satisfaction through effective communication and problem resolution. Manages service requests and inquiries, ensuring accurate information delivery regarding products and services. Collaborates within teams to support organisational objectives and improve customer experiences.
Compassionate professional skilled in addressing customer inquiries across multiple platforms. Demonstrates empathy and patience while resolving concerns, fostering positive relationships with clients. Engages in team collaboration to advocate for company culture and support collective goals.
Overview
2027
2027
years of professional experience
Work History
Customer Service Representative
Royal Caribbean International
Makati City, Philippines
07.2025 - 03.2026
- Responds to service request/questions from direct guests and Travel Partners related to all components on a reservation
- Ability to handle both inbound and outbound phone calls from/to direct guests and/or travel partners. Provide accurate information regarding Royal Caribbeann products, services, pricing, promotions, redeployments, charters, etc.
- Service existing reservations by processing changes, payments, and customer preferences. Agent may be required to research and provide information to accommodate special needs requests.
- Perform other duties as assigned to support team and business objectives. This may involve assisting colleagues, participating in cross-functional projects, or contributing to organizational initiatives.
Customer Service Representative
Trip.com
02.2023 - 03.2024
- Assisted customers with inquiries and concerns in English via phone, chat, and email.
- Communicated effectively with customers, demonstrating empathy and patience.
- Collaborated within a high-performing team, supporting colleagues and the team lead.
- Advocated for the Trip.com culture both internally and externally.
- Assisted with ad hoc projects as assigned.
Senior Quality Assurance Analyst
Teleperformance - Singapore Airlines
National Capital Region, Philippines
06.2021 - 02.2023
- Trained in L2 and Customer Journey Mapping.
- Amadeus and miles redemption trained.
- Conducted audits, one-on-one/group coaching for L1 agents.
- Led weekly internal and inter-site calibrations for process alignment.
- Investigated cases raised by clients and operations to identify errors and solutions.
- Reviewed daily customer surveys and generated end-of-day reports for managers.
- Delivered QA talks and short training sessions to new hires during their nesting period.
- Sent quality reminders and QA alerts to L1 agents for process alignments.
- Coordinated with Operations Leads to address challenges and improvements.
- Served as a Subject Matter Expert (SME) before onboarding to QA.
- Industry: Aerospace/ Aviation/ Airline. Specialization: Quality Control/ Assurance.
Sales Manager
Atlas Telecom Pte. Ltd
- Managed daily sales reports and stock deliveries/pull-outs.
- Supervised store operations in the absence of the supervisor.
- Promoted and sold brand-new and second-hand phones.
Sales Associate
Marks & Spencer (Baccarat Intl. Pte. Ltd)
- Provided outstanding customer service and product knowledge.
- Assisted in merchandising, display maintenance, and housekeeping.
- Processed and replenished merchandise while monitoring floor stock.
- Helped customers locate and purchase merchandise.
Shift Supervisor
Rustan Coffee Corporation (Starbucks Coffee)
- Delivered personalized customer service and high-quality beverages.
- Maintained a fast-paced and efficient service environment.
- Focused on customer satisfaction and service excellence.
Barista
Rustan Coffee Corporation (Starbucks Coffee)
- Prioritized and delivered quality results for business success.
- Demonstrated knowledge of core products and processes.
- Anticipated and mitigated obstacles to ensure smooth operations.
Education
Bachelor of Arts - Hotel and Restaurant Management
Trinity University of Asia
Quezon City01-2007
Skills
- Customer Service Oriented
- Complaint Handling & Resolution
- Retail Operations Management
- Customer Satisfaction Enhancement
- Food & Beverage Service
- Personalized Care & Service
References
- Carmelo Fortaleza (Team Leader) Singapore Airlines
+639611971445
- Francis Angelo Donato (Quality Analyst) Singapore Airlines
+639292579385
Timeline
Customer Service Representative
Royal Caribbean International
07.2025 - 03.2026
Customer Service Representative
Trip.com
02.2023 - 03.2024
Senior Quality Assurance Analyst
Teleperformance - Singapore Airlines
06.2021 - 02.2023
Sales Manager
Atlas Telecom Pte. Ltd
Sales Associate
Marks & Spencer (Baccarat Intl. Pte. Ltd)
Shift Supervisor
Rustan Coffee Corporation (Starbucks Coffee)
Barista
Rustan Coffee Corporation (Starbucks Coffee)
Bachelor of Arts - Hotel and Restaurant Management
Trinity University of Asia