Japeth Jay Tandoc
Subject Matter Expert
Makati City
Summary
Highly motivated Subject Matter Expert (SME) with over 3.5 years of specialized experience in high-stakes travel logistics and operational support. Proven success in driving team performance through expert knowledge transfer, escalation management, and process refinement based on EOM data analysis. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
4
4
years of professional experience
3
3
Certifications
Work History
Subject Matter Expert
IGT Solutions Philippines Inc.
08.2024 - Current
- Led the development and delivery of all training materials and knowledge transfer sessions, equipping 30+ agents with the expertise to effectively handle complex flight attendant inquiries.
- Complied and analyzed monthly End-of-Month (EOM) data on key performance indicators (e.g., productivity, quality, adherence) to generate comprehensive reports and recommended data-driven action items for continuous improvement.
- Functioned as the final point of escalation, resolving critical flight attendant concerns and technical inquiries to ensure high customer satisfaction and prevent process breaches.
Technical Advisor (SME Development Program)
IGT Solutions Philippines Inc.
08.2023 - 08.2024
- Acted in an SME development capacity (POC), accelerating agent skill mastery by actively sharing best practices and providing real-time coaching and constructive performance audits.
- Provided continuous feedback on agent work quality, directly contributing to the team's readiness and adherence to client standards.
- Collaborated with Training and Quality departments to identify common knowledge gaps and enhance standard operating procedures.
Inflight Crew Scheduling Specialist
IGT Solutions Philippines Inc.
07.2022 - 08.2023
- Managed irregular operations in real-time, coordinating with re-routing crew, dispatch teams, maintenance to minimize delays and customer impact.
- Tracked and monitor FAA/FAR compliance metrics (e.g., duty rest and illegal layovers), ensuring all flight procedures adhered to federal aviation regulations and company policies.
- Relayed immediate schedule changes and operational disruptions to crew members in a timely manner, sustaining efficiency and crew satisfaction.
- Conducted staffing and coverage planning across daily operations to ensure optimal resource levels and adherence to operational demands
Travel Associate
IGT Solutions Philippines Inc.
04.2022 - 07.2022
- Coordinated flight attendant schedules, training, and trip assignment to ensure operational efficiency.
- Provided support in navigating Crew Communication System for bidding lines and sick leave requests.
- Handled inquiries and concerns from flight attendants via calls, chat, and back office to ensure timely resolutions.
Education
Bachelor of Science - Business Administration, Major in Building and Property Management
University of Makati
West Rembo, Makati City05.2023
High School - Science, Technology, Engineering, and Mathematics
Juan R. Liwag Memorial High School
Bayanihan, Gapan City06.2018
Skills
Training and Mentorship
Certification
Lean Six Sigma White Belt Certification for Service Industry
Timeline
Emotional Intelligence in Leadership
11-2025
Management & Leadership Skills Certification in Developing People, Leading Teams & Improving Processes
10-2025
Lean Six Sigma White Belt Certification for Service Industry
03-2025
Subject Matter Expert
IGT Solutions Philippines Inc.
08.2024 - Current
Technical Advisor (SME Development Program)
IGT Solutions Philippines Inc.
08.2023 - 08.2024
Inflight Crew Scheduling Specialist
IGT Solutions Philippines Inc.
07.2022 - 08.2023
Travel Associate
IGT Solutions Philippines Inc.
04.2022 - 07.2022
Bachelor of Science - Business Administration, Major in Building and Property Management
University of Makati
High School - Science, Technology, Engineering, and Mathematics
Juan R. Liwag Memorial High School