Dorethy Joy Santos-Sta. Maria

• Arranged client interviews and organized team meetings effortlessly utilizing Zoom and Calendly.
• Ensured proper organization of documents by uploading and labeling them on Airtable and Google Drive.
• Employed Microsoft Excel and Google Spreadsheet to create necessary trackers and spreadsheets
• Regularly shared up-to-date information through Notion platform
• Booked flights and land transportation for workers
• Maintained clear lines of communication through effective use of Slack with both supervisor and team member
• Performed administrative tasks, document management and report development for inter-departmental use.
• Handled client correspondence and internal communications in professional manner.
• Monitored email inboxes, prioritized messages, and ensured timely responses to important communications.
• Transcribed meeting minutes and distributed them to relevant parties, ensuring all action points were captured and followed up on.
• Provided day-to-day administrative support, improving overall business efficiency.
• Maintained accurate records of financial transactions, processed invoices, and performed basic bookkeeping tasks.
• Liaised with suppliers, negotiated contracts, and managed orders, contributing to cost savings for the company.
• Managed end-to-end onboarding process for clients' new employees, facilitating Visa approval.
• Safeguarded sensitive and confidential data in compliance with security best practices.

• Provided expert travel management services to corporate clients, ensuring seamless coordination of flights, hotels, car rentals, and activities
• Demonstrated strong communication skills through prompt and professional responses to phone and email inquiries, alongside diligent follow-up actions
• Committed to continuous improvement by actively participating in monthly meetings and training sessions, enhancing both skillset and client handling proficiency standards
• Committed to continuous improvement by actively participating in monthly meetings and training sessions, enhancing both skillset and client handling proficiency
• Collaborated with team members to share knowledge and best practices, fostering a supportive and efficient work environment.
• Ensured high-level guest service by going above and beyond to achieve client needs and resolve issues.
• Developed and maintained strong relationships with industry partners, including airlines and hotel chains, to enhance service offerings.

• Used Sabre for luxury hotel bookings
• Used Worldspan for all flight bookings
• Answering phone calls and responding to inquiries
• Helping clients to book products using their earned points or card
• Handling flights, hotels, cars and activities
• Monitoring pending cases for those concern which requires response from our travel partners
• Filing a complaint form for our client whenever they encounter problems with their bookings, this is to ensure that it will be reviewed by our managerial team and from there, we'll be able to provide a beer service to our clients
• Established strong client rapport, understanding unique needs and delivering customized solutions.

Learned extensively while gaining exposure to various departments:

• Tier 1 Voice: Oct 2017 - Dec 2018
• Tier 2 Voice: Dec 2018 - Mar 2019
• Tier 2 Offline / Email: Mar 2019 - Aug 2020
• COMET Chat: Aug 2020 - Nov 2020
• Universal Chat Agent - Nov 2020 - Apr 2021
• Universal Voice Agent - Apr 2021 - Jun 2021

Job experiences and tools used:

• GDS trained: Amadeus, Sabre and Worldspan
• Help identify escalating concerns, partners or service issues
• Working inbound cases timely and accurately
• Utilize tools to help gather and analyze data that assists with servicing our customers
• Assisted customers with product-related questions, feedback and complaints.
• Built rapport with customers through courteous and professional communications.
• Negotiated with suppliers to resolve product issues on behalf of customers, securing replacements or refunds when necessary.
• Developed customer service guidelines and procedures, standardising response times and quality of service across the team.
• Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
• Listened to individual complaints with open mind and asked detailed questions to understand issues.
• Stayed current on policies, procedures and standards to offer optimal support.
• Responded to live chat rooms to answer and resolve customer queries, elevating customer satisfaction with immediate support.
• Handled high-volume telephone calls to address and resolve customer queries.

• Answering the phone and responding to inquiries
• Assisting passengers on their travel needs through call, text or email
• Responsible in domestic and international flight using GTU (Go Travel Unlimited) portal for each transactions
• Liaising with affiliates
• Responsible in domestic and international flight using GTU (Go Travel Unlimited) portal
• Issuing tickets using Cebu Pacific (Partner Agents) account
• Comparing fares
• Double checking the booked flights
• Calling particular airline when I need to reconfirm ticket restriction
• Handling and collecting check payments from DMCI group of companies
• Handing and collecting cash payment from personal bookings
• Responsible in making deposits/withdrawals to/from our bank as instructed by the General Manager
• Managed office supplies
• Managing petty cash transactions
• Maintains accounting records by making copies / filing documents
• Responsible in monitoring Sales Reports
• Sorting mails and encoding important details for future references
• Keep records and give status to managers during our weekly meeting