MARK EDISON S. LEE
Tanza, Province Of Cavite
Summary
To constantly exceed the expectations of everyone, excel in everything I will do and be fully geared up for the unending roads of constant progress and improvement. Independent Travel Agent offering more than 9 years of industry experience. Terrific communicator with base of wealthy, loyal clientele. Consistently delivers best client experiences resulting in repeat business and market expansion.
Overview
16
16
years of professional experience
9
9
years of post-secondary education
Work History
Travel Consultant
American Express Philippines
02.2021 - 05.2024
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Recommended travel insurance plans to customers to reduce uncertainty and risk of financial loss.
- Administered customer surveys to measure satisfaction with services and better understand desires and expectations.
- Organized trips for individual, family and business travelers.
- Worked flexible hours across night, weekend, and holiday shifts.
- Worked well in a team setting, providing support and guidance.
Travel Counselor (Shell Australia Account)
CWT Philippines Inc.
2 2018 - 02.2021
- Followed up with customers to increase customer service with travel plans.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
Reservation Representative (United Airlines)
Concentrix Daksh
10.2015 - 02.2018
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Streamlined reservation processes for quicker response times and improved customer experiences.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Customer Service Representative /SME
Telus International
12.2012 - 03.2014
- Handled customer inquiries and suggestions courteously and professionally.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Email Specialist/CSR/Assistant Team Leader
Spi Global
04.2011 - 11.2012
- Implemented and supervised market research projects from start to finish with focus groups, surveys and interviews.
- Improved click-through rates with A/B testing of various email design elements and call-to-action placements.
- Provided ongoing support for clients'' technical inquiries related to email delivery, template rendering issues, or analytics discrepancies.
- Devised data visualization dashboards to make complex data more accessible to stakeholders.
Fulltime Executive in Operations 2010
Aegis PeopleSupport, Inc.
03.2010 - 04.2011
Customer Telephone Banker/Email Sales Assistance
ICTgroup
07.2008 - 02.2010
Education
Bachelor of Science - Nursing
Arellano University
Legarda Sampaloc Manila 04.2001 - 04.2010
High School -
Cebu Eastern College / CNHS
Cebu City, Province Of Cebu, PhilippinesElementary - undefined
Cebu Eastern College
Skills
Exceptional customer service
GDS Trained (Sabre)
Travel Arrangements
Multitasking Abilities
Travel Bookings Processes
Decision-Making
Global travel experience
Hotel Accommodations
Special Needs Travel
Strong Communication Skills
Cultural Awareness
Personal Information
- Age: 36
- Place of Birth: Placer, Masbate
- Height: 5'5
- Weight: 159 lbs.
- Citizenship: Filipino
- Date of Birth: 10/17/87
- Gender: Male
- Marital Status: Married
References
Character References to be furnished upon request.
Timeline
Travel Consultant
American Express Philippines
02.2021 - 05.2024
Reservation Representative (United Airlines)
Concentrix Daksh
10.2015 - 02.2018
Customer Service Representative /SME
Telus International
12.2012 - 03.2014
Email Specialist/CSR/Assistant Team Leader
Spi Global
04.2011 - 11.2012
Fulltime Executive in Operations 2010
Aegis PeopleSupport, Inc.
03.2010 - 04.2011
Customer Telephone Banker/Email Sales Assistance
ICTgroup
07.2008 - 02.2010
Bachelor of Science - Nursing
Arellano University
04.2001 - 04.2010
Travel Counselor (Shell Australia Account)
CWT Philippines Inc.
2 2018 - 02.2021
High School -
Cebu Eastern College / CNHS
Elementary - undefined
Cebu Eastern College