Flordeli Inocente Villotes
Inopacan
Summary
Professional with strong background in providing exceptional customer service in high-pressure environments. Adept at ensuring passenger safety and comfort, with focus on team collaboration and adaptability to changing needs. Skilled in conflict resolution, communication, and emergency response procedures. Reliable and results-driven, consistently meeting and exceeding employer expectations.
Overview
9
9
years of professional experience
1
1
Language
Work History
Team Leader / Supervisor
Qwest BPO
09.2021 - Current
- Led a team of support agents to ensure high service standards
- Supervised performance, coaching, and quality control
- Maintained client satisfaction through consistent customer engagement
- Shaklee PH Account
Lead Generation Specialist
411 Locals
02.2020 - 07.2021
- Managed multiple lead generation channels simultaneously, ensuring consistent results across all platforms.
- Evaluated performance metrics regularly for ongoing optimization of lead generation tactics, ensuring continued growth and success in the role.
Travel and Ticketing Agent
DMM"s Travel and Tours
08.2018 - 01.2020
- Provided exceptional customer service by promptly addressing concerns and resolving issues, leading to positive reviews and recommendations from satisfied clients.
- Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
Customer Service Representative
Teleperformance Cebu IT Park
08.2017 - 08.2018
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
Sykes Asia
11.2016 - 06.2017
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Associate of Science - Tourism And Hospitality
University of Southern Philippines Foundation
Cebu City, Province Of Cebu, Philippines 04.2001 -
Associate of Science - Airline Management
Cebu Aeronautical Technical School
Cebu City, Province Of Cebu, Philippines 04.2001 -
Skills
Team supervision
Teamwork and collaboration
Work planning
Team motivation
Problem-solving
Quality improvement
Time management
Multitasking Abilities
Excellent communication
Professionalism
Additional Information
REFERENCES:
Ms. Teache Queen Alcala
- Qwest BPO - Account Manager
- +639177028071
- talcala@qwestbpo.com
Ms. Rizalia Cabahug
- Qwest BPO - SME
- +639958356144
- rizaliia.cabahug@qwestbpo.com
Mr. Val Derayunan
- Teleperformance IT Park - Team Leader
- +639972166185
- valderayunan@gmail.com
Timeline
Team Leader / Supervisor
Qwest BPO
09.2021 - Current
Lead Generation Specialist
411 Locals
02.2020 - 07.2021
Travel and Ticketing Agent
DMM"s Travel and Tours
08.2018 - 01.2020
Customer Service Representative
Teleperformance Cebu IT Park
08.2017 - 08.2018
Customer Service Representative
Sykes Asia
11.2016 - 06.2017
Associate of Science - Tourism And Hospitality
University of Southern Philippines Foundation
04.2001 -
Associate of Science - Airline Management
Cebu Aeronautical Technical School
04.2001 -
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