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
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
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