JENYSEY GUEVARRA
Taguig, Metro Manila
Summary
Experienced with coordinating travel itineraries and managing bookings. Utilizes in-depth knowledge of travel destinations and industry trends to provide exceptional service. Track record of maintaining excellent client relationships and ensuring seamless travel experiences.
Overview
9
9
years of professional experience
Work History
TRAVEL ADVISOR
TRIP.COM PHILIPPINES
12.2021 - 02.2024
- Delivered exceptional customer service by promptly addressing inquiries via phone, email, or chat
- Communicate effectively with customers, showing empathy and patience
- Work as part of a high-performing team, supporting and helping colleagues and Team Lead, as required
- Advocate the Trip.com culture both internally and externally.
- Assist with ad hoc projects, as assigned
Account Associate
VXI Global Solutions
10.2020 - 12.2021
- Handle all incoming phone calls with courtesy and professionalism
- Answer inbound customer calls and effectively respond to customer inquiries
- Ensure the resolution of client concerns/inquiries, whenever possible and help the company to win-back customers by offering the products and services again through sales for at&t and Directv customers
- Developed strong relationships with clients through consistent communication and proactive problem solving.
- Conducted competitive analysis research to stay informed about competitor offerings and strategized accordingly.
- Supported sales team in acquiring new clients through effective lead generation techniques.
- Utilized CRM systems to accurately track customer interactions and update account information.
Passenger Service Agent
National Aviation Services
05.2019 - 09.2020
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
- Contributed to the achievement of on-time departure goals through efficient gate management processes.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Tagged baggage and routed to appropriate location for loading and screening.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
Customer Care Representative
Intercontinental Hotels Group
07.2017 - 05.2019
- Handle incoming calls and email inquiries from members of the IHG Rewards Club Program regarding hotel reservations, inquiries, requests, updates, redemptions, complaints, and suggestions while displaying excellent customer service
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enrollment of new members to the IHG Rewards Club Program and manage and maintain IHG Rewards Club Accounts by ensuring member satisfaction
- Empowered to make creative decisions using tools and market insight that will deliver on the unique travel needs of our guests, to drive revenue and customer loyalty
- Navigated multiple computer systems and applications to find information.
- Utilized CRM systems to accurately track customer interactions and update account information.
Passenger Service Agent
Cebu Pacific Air
08.2015 - 04.2017
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Verifying the tickets, identity papers and luggages conformity and solve potential issues and inform passengers about their flight
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Demonstrated adaptability by adjusting quickly to changes in flight schedules or gate assignments.
- Maintained accurate records of flight information to provide timely updates to passengers.
- Announced flight status updates and information about gate changes over PA system.
- Processing and receiving payments and issuing receipts to customers for their excess baggage and other ticket problems that needs to be processed before they take the flight
- Ensured compliance with safety regulations, adhering to strict guidelines during boarding procedures.
- Tagged baggage and routed to appropriate location for loading and screening.
- Aided passengers in locating lost luggage by effectively liaising with baggage claim representatives and other airline staff members.
- Escorted handicapped passengers from terminal to aircraft.
- Processed customer payments and enforced compliance with financial regulations.
Education
Bachelor of Science - Tourism Management
La Consolacion College Manila
Manila, Metro Manila, Philippines05.2015
Skills
Travel industry experience
Organizational capabilities
Expert destination knowledge
Excellent customer service
Team player attitude
Exceptional communication
Cultural Sensitivity
Multilingual Proficiency
Geographical awareness
Itinerary Planning
Travel Arrangements
Administrative tasks
Regulations and compliance
Travel research
Retail Sales
Client Relationship Building
Hotel Accommodations
Time Management
Hotel reservations
Problem-Solving
Attention to Detail
Problem-solving abilities
Multitasking Abilities
Reliability
Critical Thinking
Organizational Skills
Active Listening
Adaptability and Flexibility
Decision-Making
Microsoft Office
Interpersonal Skills
Goal Setting
Languages
Korean
Elementary (A2)
English
Advanced (C1)
Timeline
TRAVEL ADVISOR
TRIP.COM PHILIPPINES
12.2021 - 02.2024
Account Associate
VXI Global Solutions
10.2020 - 12.2021
Passenger Service Agent
National Aviation Services
05.2019 - 09.2020
Customer Care Representative
Intercontinental Hotels Group
07.2017 - 05.2019
Passenger Service Agent
Cebu Pacific Air
08.2015 - 04.2017
Bachelor of Science - Tourism Management
La Consolacion College Manila
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