Lovely Gail Montalvo
Taguig
Summary
Committed to long-term organizational goals and maintaining high performance standards.
Overview
10
10
years of professional experience
2012
2012
years of post-secondary education
Work History
Real-Time Analyst
IGT Solutions
Mandaluyong
01.2020 - Current
- Monitored and maintained daily Service Level, Mean Absolute Percentage Error (MAPE) and Productivity Hours, consistently achieving passing scores for the whole 2024 and 2025.
- Managed different accounts and multiple Lines of Business (LOB), expanding operational expertise.
- Mentored newly promoted staff through role transitions and skill acquisition.
Customer Service Representative
IGT Solutions
Mandaluyong
02.2016 - 12.2019
- Recognized by Quality Analysts for exceptional written communication skills, resulting in a strategic recommendation for transfer to the Email and Chat support team.
- Ranked as a Top-Performing Chat Agent based on efficiency and customer satisfaction metrics.
- Formally trained in Global Distribution Systems (GDS), specializing in Amadeus and Galileo.
Education
Miagao National High School
IloiloSome College (No Degree) - Civil Engineering
Rizal Technological University
MandaluyongSkills
Proficient in Microsoft 365 (Excel, Outlook, Word, and Power BI)
Strong multitasking and time-management skills
Excellent work ethic and professional integrity
Strong verbal and written communication skills
Highly flexible and adaptable to changing environments
- Proficient in IEX and NICE for real-time monitoring and high-precision scheduling
Timeline
Real-Time Analyst
IGT Solutions
01.2020 - Current
Customer Service Representative
IGT Solutions
02.2016 - 12.2019
Miagao National High School
Some College (No Degree) - Civil Engineering
Rizal Technological University