Julienne Marie F. Icasiano
Guiguinto
Summary
Proficient in managing high-volume client interactions and coordinating international bookings. Recognized for excellent communication skills, efficiency, and a proven track record of achieving performance targets in fast-paced, service-oriented environments.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
TDCX
02.2023 - 12.2024
- Assisted users with ongoing and canceled reservations, providing timely and effective support
- Communicated with users through phone and email to resolve reservation-related concerns
- Handled a wide range of issues, including cancellations and mediations between hosts and guests
- Consistently met or exceeded key performance indicators (KPIs) through strong problem-solving and customer service skills
RESERVATIONS SPECIALIST
Sitel
03.2022 - 12.2022
- Accurately handled and confirmed reservations via phone, ensuring no overlaps or forced hotel bookings
- Managed international reservations across multiple regions, adapting to varying time zones and booking systems
- Supported the Sales Account team by contributing to upselling efforts and maintaining customer satisfaction
CUSTOMER SERVICE REPRESENTATIVE
Probe CX
07.2021 - 01.2022
- Managed 50+ inbound calls daily, assisting customers with flight bookings, data retrieval, and service cancellations
- Consistently achieved high sales conversion rates, earning selection to the dedicated sales team
- Maintained professionalism and composure while resolving customer complaints and handling challenging interactions
Education
ABM
St. Martin de Porres Catholic School Senior High
01.2021
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Guiguinto National Vocational High School Junior High
01.2019
Skills
- Comprehensive in Reading and Writing
- Time Management
- Active Listening
- Leadership
- Multitasking
- Customer Service
Timeline
Customer Service Representative
TDCX
02.2023 - 12.2024
RESERVATIONS SPECIALIST
Sitel
03.2022 - 12.2022
CUSTOMER SERVICE REPRESENTATIVE
Probe CX
07.2021 - 01.2022
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Guiguinto National Vocational High School Junior High
ABM
St. Martin de Porres Catholic School Senior High