KAYSHA P. WATIN
Consolacion
Summary
Experienced in client support, excelling at resolving complex issues and enhancing customer satisfaction. Skillset includes effective communication, conflict resolution, and technical assistance. Collaborative team player focused on achieving results and adapting to evolving needs. Strong organizational abilities, empathy, and problem-solving skills to handle any challenges.
Overview
13
13
years of professional experience
Work History
Client Support Specialist
SMA Support Services
07.2024 - 02.2025
- Schedule appointments for customers efficiently and accurately via phone, email, live chat, and other communication methods, ensuring all client needs are addressed promptly and professionally.
- Provide timely and professional assistance to clients through multiple communication channels, including phone, email, and live chat. Respond to all customer inquiries, offering clear and effective solutions to their concerns or requests.
- Resolve customer issues in a courteous, effective, and professional manner. Address concerns and inquiries while offering clear, actionable solutions, ensuring a seamless customer experience.
- Document all customer interactions, issues, and resolutions in the CRM system, ensuring that records are accurate, up-to-date, and easily accessible for future reference.
- Ensure high levels of customer satisfaction through consistent follow-up and proactive communication. Stay in contact with clients after resolutions to confirm satisfaction and address any remaining concerns.
- Continuously enhance customer service skills by staying informed about product and service updates. Actively engage in training and feedback to improve performance and maintain a high level of service.
- Meet and exceed individual and team performance goals, including response times, resolution times, and customer satisfaction metrics. Ensure all goals are aligned with the company’s standards and objectives.
Team Leader
WIPRO BPO Philippines Ltd. Inc.
06.2022 - 01.2024
- Oversee the day-to-day operations of the team, ensuring all tasks are completed efficiently and in alignment with organizational goals. Provide leadership to ensure optimal team performance, enabling the achievement of performance targets and objectives.
- Lead regular team performance review meetings to assess progress, identify areas of improvement, and discuss strategies for achieving team targets. Use these meetings as an opportunity to motivate and guide team members toward achieving their full potential.
- Monitor team interactions, including calls, to ensure that all procedures and quality standards are strictly followed. Provide feedback and coaching to team members as needed, ensuring high standards of service delivery and adherence to company policies.
- Submit regular performance reports to management, summarizing key metrics and highlighting areas for improvement. Actively seek new ideas and strategies to enhance team performance and overall efficiency at the center, ensuring continuous growth and development.
- Ensure a safe, supportive, and harmonious working environment for all team members. Foster a culture of collaboration, respect, and professionalism, helping to resolve any interpersonal issues and maintaining morale.
- Effectively delegate duties to team members based on their strengths and workload. Monitor progress, provide guidance, and ensure that all tasks are completed on time, with the highest standard of quality.
- Address any challenges or issues faced by the team, offering support, problem-solving guidance, and taking action to resolve obstacles quickly.
Travel Associate
WIPRO BPO Philippines Ltd. Inc.
10.2017 - 06.2022
- Addressed over 100 customer inquiries weekly, providing timely and accurate responses to questions related to ticket fares, sales, bookings, flight schedules, and regulations. Ensured that customers received clear, detailed information to support their travel needs.
- Compiled detailed reports on daily transactions, including ticket sales, bookings, seat availability, and car rentals. Regularly audited records to ensure the accuracy of all data, identifying any discrepancies and correcting them promptly.
- Created comprehensive travel manuals that provided detailed information on tour options, destinations, and related services. These manuals were designed to assist travelers in making informed decisions about their trips and to enhance their overall travel experience.
- Delivered personalized support to customers by guiding them through the booking process, offering recommendations, and answering inquiries about travel-related topics, such as baggage policies, cancellations, and special requests.
- Managed customer bookings, prepared necessary documentation, and ensured all reservations were properly recorded. Supported the smooth functioning of the team by assisting with various administrative tasks related to travel services.
- Ensured that all customer interactions, booking procedures, and travel-related documentation adhered to company policies and industry regulations, providing a seamless, professional service to customers.
Ticketing Agent
Cebu Air Inc.
09.2013 - 10.2017
- Execute ticketing duties accurately and professionally in accordance with Cebu Pacific's ticketing and sales policies and procedures. Ensure that all ticket issuance processes are followed correctly, providing guests with the appropriate tickets and information.
- Maintain and organize essential documents related to ticket issuance, sales reports, and related transactions. Ensure that all necessary paperwork is accurate, complete, and properly filed to ensure smooth operation and easy retrieval of information.
- Provide guests with the necessary information regarding ticketing, flight schedules, and other inquiries. Address customer needs effectively, ensuring all questions are answered clearly and professionally to enhance guest experience.
- Ensure that all sales reporting policies, procedures, and guidelines are observed accurately. Prepare and submit sales reports as required, ensuring timely delivery and alignment with company standards.
- Build and maintain strong, positive relationships with clients, providing excellent service and addressing any concerns or issues promptly. Focus on customer satisfaction to encourage loyalty and repeat business.
- Perform other functions as delegated by the Lead Ticketing Agent. This may include additional administrative tasks, assisting in special projects, or supporting other departments as needed.
Concierge Representative
TAHJ Management Services Inc.
03.2012 - 03.2013
- Provide guests with accurate and up-to-date information about the company, its services, and local venues. Offer helpful insights and recommendations in a friendly and approachable manner, aiming to exceed customer expectations.
- Effectively communicate with Mall Management or Security in response to customer requests or complaints. Collaborate with relevant departments to swiftly resolve any difficult situations, ensuring a smooth and positive experience for all customers.
- Address customer complaints with professionalism and courtesy. Remain calm and focused, listening to customer concerns and offering practical solutions while maintaining a high standard of customer service.
- Handle incoming calls and inquiries with proper etiquette, ensuring prompt and accurate responses. Demonstrate a clear understanding of the company’s offerings and maintain professionalism throughout all communications.
- Perform general administrative tasks, including filing, data entry, and scheduling. Ensure that all administrative work is completed accurately and on time.
- Keep track of guest schedules and appointments, proactively reminding them of any promotions, activities, or events they may be interested in. Ensure that the schedule is efficiently managed to meet guest needs.
- Manage multiple tasks simultaneously while remaining focused, even in the face of constant interruptions. Maintain high performance levels and ensure all duties are completed in a timely and efficient manner.
Education
Bachelor - Tourism Management
University of San Carlos
Cebu City, Cebu03.2012
Skills
- Interpersonal and written communication
- Client relationship building
- Teamwork and collaboration
- Attention to detail
- Airline reservation systems
- Basic computer skills
- Exceptional communication
Timeline
Client Support Specialist
SMA Support Services
07.2024 - 02.2025
Team Leader
WIPRO BPO Philippines Ltd. Inc.
06.2022 - 01.2024
Travel Associate
WIPRO BPO Philippines Ltd. Inc.
10.2017 - 06.2022
Ticketing Agent
Cebu Air Inc.
09.2013 - 10.2017
Concierge Representative
TAHJ Management Services Inc.
03.2012 - 03.2013
Bachelor - Tourism Management
University of San Carlos
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