Maria Carmen Alampay

-Managed reservations across OTA platforms (Airbnb, VRBO, Expedia).
-Processed payments, cancellations, refunds, and invoices.
-Handled customer complaints, coordinated with operations, and arranged maintenance.
-Generated door codes for guests, housekeeping, and maintenance staff.
-Provided accurate availability and pricing information to customers.
-Responded to emails and calls, built rapport, and guided conversations to bookings.
-Created work orders and addressed maintenance concerns.
-Assisted owners with bookings.
-Registered guest parking through VRPAccess.

Performed back-office support tasks to ensure smooth operations.

• Assisted corporate clients with online booking tools for flights, hotels, cars, and trains.
• Responded promptly to customer inquiries via email and phone, provided solutions, and ensured satisfaction.
• Resolved issues using TravelPerk policies and procedures, applying creative problem-solving when needed.
• Managed property listings and reservations across OTA platforms (Airbnb, VRBO and Booking.com).
• Payment and refund processing

• Effectively answer concerns, inquiries raised via email, providing product and service information, as needed
• Provided primary customer support to internal and external customers.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
• Reviewed and corrected claim errors to facilitate smooth processing.

• Handled reservation for luxury villas in Bali, Lombok, Phuket, Koh Samui and Sri Lanka, Japan and Maldives
• Worked with customers to understand needs and provide excellent service.
• Collaborated with team members to achieve target results.
• Handled event bookings for Indonesia and Thailand.
• Handled Airbnb, Expedia, Booking.com and other OTA's platform
• Ensures smooth and high quality booking process for direct clients and Travel Agents by providing significant information about our villas and addressing their queries in a timely manner
• Assist with the pre-arrival needs or last minute bookings arriving within 15 days, and coordinates guest information and arrival requests to the guest service team and villa manager
• Prepared customer invoices, accepted payments and processed refund and cancellation requests.

• Offered advice and assistance to customers, paying attention to special needs or wants.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Handled customer inquiries and suggestions courteously and professionally.
• Tracked customer service cases and updated service software with customer information.
• Investigated and resolved customer inquiries and complaints quickly.
• Maintained up-to-date knowledge of product and service changes.

• Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
• Maintained operational proficiency in coordinating international travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
• Responded to clients' questions, issues and complaints and found appropriate solutions when needed.
• Arranged travel accommodations for corporate clients
• Responded to clients' questions, issues and complaints and implemented appropriate solutions.

• Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
• Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
• Answered inbound telephone calls from interested customers to persuasively discuss offerings.
• Built relationships with customers using strong persuasion and active listening skills.

• Answered product and service questions, suggesting other offerings to attract potential customers via chat, calls and email.
• Monitor customer deliveries
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Offered immediate, friendly and knowledgeable assistance to every american guest.
• Described menu items in detail and educated customers about meal options.
• Entered orders into computer system quickly and in proper sequence.
• Politely and persuasively suggested upgrades and related menu items such as drinks and desserts to achieve upselling objectives.