Maricris A. Odoño
Inamnan Pequeño, Guinobatan Albay
Summary
A team leader skilled in promoting team productivity through excellent communication and collaboration, with 11 years experience in customer service handling travel account. Knowledgeable in airline, hotel and car rental policies and procedure as well as proficient in customer service best practices and related options. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
11
11
years of professional experience
Work History
Quality Assurance Supervisor
Teleperformance Philippines Inc.
07.2020 - Current
- Supervised team of analyst across different company's sites supporting travel account, which main task is to audit process and service errors, fraud, and executive escalations to reduce revenue loss due to errors.
- Provided operations team with insights and recommendation on reducing error by providing comprehensive reports, conducting bi-weekly read-out on findings of audits and calibration on processes with higher number of errors.
Operations Supervisor
Teleperformance Philippines Inc.
07.2016 - 07.2020
- Supervised team of Subject Matter Experts and Analyst across different company's site, with team task of post checking flight process to lessen airline debit memo.
- Developed post check process supporting different line of business within the account. The process was also adapt by client's other partners company to minimize agent errors and airline debit memos
- Communicated with clients regarding results of post check process.
- Trained new hire subject matter experts and analyst.
Customer Service Agent
Teleperformance Philippines Inc.
04.2012 - 07.2016
- Initially trained as sales agent for travel account responsible for booking hotel and car reservations.
- Trained as customer service representative addressing customer's travel concerns such as cancellations, changes, and booking of flights, hotel, car, activity and package bookings.
- Handled flight processes using Global Distribution System (GDS) specifically Sabre and Amadeus.
- Trained to resolve offline cases and processes queued by other departments.
- Handled escalation and complaint calls as subject matter expert or senior agent.
- Supported project for airline schedule change service line as post checker and develop system on reviewing processed PNR to prevent agent error. With the project’s success it was established as line of business.
- Mentored new agents supporting airline schedule changes project as subject matter expert or senior agent.
Education
Bachelor of Science - Industrial Education Major Drafting Technology
Bicol University College of Industrial Technology
Legazpi City Albay04.2007
Skills
- Background in GDS (Sabre and Amadeus)
- MS Office
- People Skills
- Communication Skills
- Complaint resolution
- Leadership experience
Timeline
Quality Assurance Supervisor
Teleperformance Philippines Inc.
07.2020 - Current
Operations Supervisor
Teleperformance Philippines Inc.
07.2016 - 07.2020
Customer Service Agent
Teleperformance Philippines Inc.
04.2012 - 07.2016
Bachelor of Science - Industrial Education Major Drafting Technology
Bicol University College of Industrial Technology
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