Microsoft Softwares
Marvin Vin Madrid
Experienced Ticketing Specialist / GDS Expert / Travel Consultant / Virtual Administrative Assistant
Quezon City
Summary
With extensive experience being a Travel Consultant and Ticketing Specialist skilled with multiple GDS(Sabre, Apollo, Amadeus, and other travel-selling platforms), was able to provide exceptional services to travelers while being prepared to answer complicated queries from other colleagues that need extra attention of a Ticketing Specialist.
Assisting travel-related concerns is one of my passions; doing so, constantly gives myself opportunities to practice skills and unlock new learnings and broad knowledge that can be used to provide a quality experience to the passengers that seek help.
Being a Team Leader gave me chance to do the things I always love to do, which is to train and share the knowledge that I acquired with others and ensure they are also developing their skills at the same time. With this great experience, I have also developed strong self-managing skills.
Overview
15
15
years of professional experience
1
1
Language
Work History
Travel Manager/Ticketing Specialist/GDS Expert
Travel Ministry
11.2023 - 10.2024
- Assisted clients over the phone, emails and chats
- Experienced in NDC bookings
- Air ticketing experience and knowledge
- Premium Cabins(Business, First Class, Economy) booking experience
- Experienced on both Corporate and Leisure accounts
- Had created workflow modules for ticketing
- Group ticketing/Negotiated fares knowledge and experience
- Booked flights, hotels, car reservations and sold airline tickets
- Had searched and provided multiple options based on client's preference
- Have done voluntary exchanges, name corrections, schedule changes
- Assisted and taught colleagues regarding complicated exchanges etc.
- Issued and Exchanged using MCOs
- Monitored lower fares to maximize cost savings for clients
- Monitored and worked on GDS queues
Experienced Ticketing Specialist / GDS Expert
Hopper Corporation
02.2020 - 11.2023
- Handled multiple GDS QUEUES for manual ticket issuance, reporting unusual queue spikes, cancellations, exchanges, refunds, schedule changes, failed bookings, payment errors, duplicate bookings, etc.
- Ticketing specialist that provides support for travel-related requests from passengers(exchanges, cancellations, refunds, name corrections, schedule changes, etc.)
- Monitoring channels where other agents are reaching out to seek assistance from a Ticketing Specialist regarding complicated files.
- Worked well in a team setting, providing support and guidance.
- Assigned to coordinate requests(e.g. waivers, authorizations, refunds, re-protection, etc.) with the airlines when other agents are unauthorized to reach out to the airlines for consolidator files.
- Provided colleagues with options and work around to avoid payout or lessen it at the least.
- Was also assigned to answer, acknowledge and action emails from airlines and partner consolidators.
International Travel Consultant
Enshored Inc.
07.2018 - 02.2020
- Person in Charge / ESCALATIONS AGENT
- Handled ESCALATIONS
- Reported bugs/errors/issues on the travel platform/App and created/submitted JIRA tickets to the Engineering Team
- Provided users with TRAVEL(exchanges, cancellations, refunds, schedule changes, ticket issuance, etc.) and TECHNICAL support via Email, Chat, Text and/or Phone(Inbound Support)
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Other roles were to monitor all queues for all LOBs, create reports, handle agents and relay relevant information to them.
- For this Corporate Travel account, I had the opportunity to work with and assist clients who are the admins of their respective companies even for unrelated travel inquiries (like managing restrictions for their employees on the travel platform, reconciliation)
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignment
- Responded to client's questions, issues, and complaints and found appropriate solutions when needed
Customer Service Rep/ Sales and Collections
RJ Globus Solutions
07.2015 - 03.2018
- Provided skin care-related support to customers.
- Another role is to highlight the benefits of each and every product to the clients.
- Person In Charge / Monitored/handled queues, assigned to create End of the Month and End of the Week reports for the Team.
- Assisted onshore agents whenever they have queries about workflows or products that are new to them.
- Was exposed to sales, collections, cross-selling, and upselling/down selling.
- Helped customers create and manage their accounts.
Travel Support / Appointment Setter / Team Leader
GWJ Outsourcing Solutions
01.2011 - 06.2015
- Gave support to passengers for their travel-related inquiries such as exchanges, cancellations, refunds, schedule changes, name changes/corrections, seats, baggage etc.
- Helped and provided support to other agents.
- Trained and handled agents
- Team Leader from 2013 - 2015
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Established and maintained rapport by utilizing quality customer service.
Outbound Sales Agent
MJ & JM Solutions
03.2010 - 01.2011
- Invited customers to attend a presentation so that they will get some freebies such as airline tickets, vacation packages, or hotel accommodations.
- Another role is to highlight the advantages of vacation packages that include airline tickets to the customers.
- Was able to build rapport on each call or every customer.
- Assisted and helped colleagues to close their deals with customers.
Skills
Travel Agent/Consultant with Huge Experience handling multiple travel-related requests from travelers
Extensive CRM Expertise: Intercom, Freshdesk, Zendesk, Kustomer, Outlook and other CRMs as tools for exceptional customer experience
Excellent Communication skills
Organizational and self-managing skills
Customer Service/Support Skills
Packed with Business Writing Knowledge
With Good Problem-solving skills and Highly Attentive to details
Computer Technical Skills and Proficient with Microsoft Software and other Windows related software
Software
Other Windows-related Software
Canva
Adobe Photoshop
Timeline
Travel Manager/Ticketing Specialist/GDS Expert
Travel Ministry
11.2023 - 10.2024
Experienced Ticketing Specialist / GDS Expert
Hopper Corporation
02.2020 - 11.2023
International Travel Consultant
Enshored Inc.
07.2018 - 02.2020
Customer Service Rep/ Sales and Collections
RJ Globus Solutions
07.2015 - 03.2018
Travel Support / Appointment Setter / Team Leader
GWJ Outsourcing Solutions
01.2011 - 06.2015
Outbound Sales Agent
MJ & JM Solutions
03.2010 - 01.2011
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