Classic Movies
Kerstin Lao Fernan
Ticketing Supervisor
Lapu-Lapu City
Summary
Driven Ticketing Executive with 9+ years of experience in fast-moving customer service environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
Work History
Ticketing Supervisor
Go Fly First
Cebu City, Cebu
06.2024 - Current
- Established efficient communication channels between departments for smoother workflow and higher productivity levels.
- Worked with the upper management and sales department to create and implement policies for the betterment of the company.
- Stay up-to-date with Go Fly First's ticketing processes, as well as partner vendors’ (FlyerSmiles, Waytofly,
etc.), and ensure the team understands and follows the workflows. - Evaluate ticketing agents performance and create performance improvement plan, as needed.
- Conduct team meetings and huddles on process updates, team opportunities, and action plans.
- Responsible for the team’s performance improvement and success.
- Set goals for performance and deadlines in ways that comply to company goals and visions and
communicate them to the agents. - Ensure the team's adherence to legal and company policies and procedures and undertake disciplinary actions,
as needed.
Subject Matter Expert
Go Fly First
07.2023 - 05.2024
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical and urgent tasks.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Serve as both an advocate for the company and for the employee/s
- Ensure great customer service at all levels.
Travel Expert Agent
Penbrothers International
Makati, Metro Manila
01.2022 - 11.2022
- Provide assistance to Hopper App users using Sabre, Amadeus and other consolidator platforms
- Prompt customer service via chat, email and voice
- Maintain a written record of every customer's query or issue, along with the response or resolution
- Maintain service level
- Helping with billing issues
Ticketing Agent - Back Office
Go Fly First
Cebu City, Cebu
02.2018 - 06.2022
- Assist clients plan and book trips using Sabre
- Ensure that all business trips that employees take are planned out and all bookings are made
- Prepare international and domestic travel arrangements for clients inclusive of air, rail, hotel plus ground transportation
- Recommend clients of international travel needs like passports, visas and immunizations etc
- Interact with travel arranger, traveler and travel manager
- Utilize company preferred suppliers to maximize profit and ensures adherence with clients' travel policy
- Resolve all easy customer problems as well as complaints
- Head responsibility for timely and proper company servicing for Travel arrangements for all corporate clients
- Provide professional support for incoming client telephone call for service
- Maintain top degree telephone etiquette on every call taken
- Conduct all outbound calls as required for collections, requested call-backs and date consolidation etc
- Maintain and update reservation information complying with company guidelines
- Make and or changes reservations, assist seat assignments, answer inquiries about flight schedules and other flight related questions or concerns
- Overseeing changes to original reservations and managing exchanges and refunds
- Monitoring reservations schedules and cancellations and no-shows
- Reading and interpreting the reservation system at a speedy pace
- Verifies reservations by phone or email and handles payments
- Assists passengers requiring special assistance
- Telephones customer or Sales Agent to advise change with travel conveyance or to confirm reservation
- Determines whether space is available on travel dates requested by customers
Travel Expert
EXL Service Phil. - American Express Global Business Travel
Cebu City, Cebu
10.2016 - 12.2017
- Assist clients plan and book trips using Sabre.
- Ensure that all business trips that employees take are planned out and all bookings are made.
- Prepare international and domestic travel arrangements for clients inclusive of air, rail, hotel plus ground transportation.
- Recommend clients of international travel needs like passports, visas and immunizations etc.
- Interact with travel arranger, traveler and travel manager.
- Utilize company preferred suppliers to maximize profit and ensures adherence with clients' travel policy.
- Resolve all easy customer problems as well as complaints.
- Head responsibility for timely and proper company servicing for Travel arrangements for all corporate clients.
- Provide professional support for incoming client telephone call for service.
- Maintain top degree telephone etiquette on every call taken.
- Conduct all outbound calls as required for collections, requested call-backs and date consolidation etc.
- Maintain and update reservation information complying with company guidelines.
- Utilized various booking platforms to efficiently arrange flights, accommodations, transportation, and activities for clients.
Customer Service Representative
Wipro - Singapore Airlines
Cebu City, Cebu
06.2015 - 08.2016
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Making and confirming bookings via Amadeus (GDS).
- Issuing tickets or relevant documents.
- Providing up to date advice on travel regulations including visa and medical
requirements, baggage limits, safety and local customs. - Modifying existing bookings to suit a change in clients' circumstances.
- Researching destinations and keeping up to date with travel industry news.
- Update requests - seats, special meal, Unaccompanied Minor and other assistance needed.
Education
Bachelor of Science - Tourism Management
University of San Carlos
Cebu City, Cebu, Philippines 01.2011 - 01.2015
High School Diploma -
Regent Pacific College
Lapu-Lapu City, Cebu, Philippines 01.2007 - 01.2009
Skills
GDS: Sabre & Amadeus
Google Workspace
Travel terminology knowledge
Calendar and Email Management
High-Integrity
Good customer care skills
Understanding individual differences of customers
Complaint handling
Ticketing system expertise
Escalation management
Refund processing
Travel arrangements
Staff training and development
Interdepartmental collaboration
Interests
Books
Service
Timeline
Ticketing Supervisor
Go Fly First
06.2024 - Current
Subject Matter Expert
Go Fly First
07.2023 - 05.2024
Travel Expert Agent
Penbrothers International
01.2022 - 11.2022
Ticketing Agent - Back Office
Go Fly First
02.2018 - 06.2022
Travel Expert
EXL Service Phil. - American Express Global Business Travel
10.2016 - 12.2017
Customer Service Representative
Wipro - Singapore Airlines
06.2015 - 08.2016
Bachelor of Science - Tourism Management
University of San Carlos
01.2011 - 01.2015
High School Diploma -
Regent Pacific College
01.2007 - 01.2009