Maximo Parcon
Naga City
Summary
Customer service and travel support professional with 5+ years of experience in passenger assistance, reservations, documentation, and high-volume customer care. Proven record of handling 60–80+ daily service requests, maintaining 95%+ satisfaction ratings, and achieving Top Agent rankings across multiple industries. Recognized for accuracy, compliance, and conflict resolution in fast-paced, passenger-facing environments.
Overview
14
14
years of professional experience
Work History
Documentation & Compliance Assistant (On Call)
ADRA Project Office
01.2025 - Current
- Process and verify 100+ compliance documents weekly, maintaining 100% accuracy for audits and reporting.
- Streamlined records management system, reducing turnaround time by 25%.
Customer Support Technician
Self-Employed
01.2024 - Current
- Diagnosed and repaired 150+ client devices, achieving 85% first-time resolution.
- Strengthened technical troubleshooting and problem-solving skills applicable to airline service systems.
Travel Reservations Specialist – Trip Advisor Account
Sutherland Global Services
01.2022 - 01.2024
- Managed 60+ daily passenger booking cases (reservations, cancellations, rebooking).
- Achieved Top 2 Telesales Agent (2023) by exceeding revenue targets by 15% YOY.
- Maintained 95%+ CSAT scores while resolving booking and account issues in high-pressure travel environments.
Technical Support Associate – AT&T Account
VXI Global Solutions
01.2020 - 01.2021
- Resolved 70+ daily customer cases, with 90% first-contact resolution and reduced escalations by 30%.
- Ranked Top 5 Agent (2021) for troubleshooting accuracy and service quality.
Customer Care Representative – Barclays US Card Services
Alorica Teleservices
01.2019 - 01.2019
- Delivered zero-error processing on 50+ daily transactions.
- Awarded Quality Rockstar (2019) for exceeding KPI targets and compliance standards.
- Reduced repeat complaints by 20% through proactive follow-ups.
Marketing Assistant / Account Collector
Superbikes Center
01.2016 - 01.2018
- Recovered overdue balances with a 95% collection rate.
- Expanded customer base by 12% through targeted campaigns and relationship building.
Management Trainee (OJT – 300 hrs)
WRI Corporate Centre
01.2012 - 01.2013
- Supported HR, documentation, and office operations, improving turnaround efficiency.
- Provided customer-facing assistance, enhancing service delivery.
Education
BS - Business Administration, with Honors
Worldtech Resources Foundation
01.2013
Skills
- Passenger Handling & Assistance Reservations & Ticketing Baggage Services
- Customer Service Excellence Conflict Resolution High-Volume Call Handling
- Documentation & Compliance Aviation Safety Awareness Accuracy & Attention to Detail
- Technical Troubleshooting Time Management Communication
- Systems: CRM Platforms, Microsoft Office Suite, Familiarity with GDS/Booking Platforms
Awards
Top 2 Agent – Telesales (2023), Top 5 Agent – AT&T UV Account (2021), Quality Rockstar – Barclayscard US (2019), OPSWAT File Security Associate (2022), Academic Excellence Award (2013)
Career Progression Summary
Across roles in customer service, reservations, technical support, and compliance, I have consistently strengthened skills in passenger handling, documentation accuracy, conflict resolution, and service efficiency. From managing daily booking requests to ensuring 100% documentation accuracy, my career reflects steady growth toward delivering excellence in airline operations and passenger experience.
Timeline
Documentation & Compliance Assistant (On Call)
ADRA Project Office
01.2025 - Current
Customer Support Technician
Self-Employed
01.2024 - Current
Travel Reservations Specialist – Trip Advisor Account
Sutherland Global Services
01.2022 - 01.2024
Technical Support Associate – AT&T Account
VXI Global Solutions
01.2020 - 01.2021
Customer Care Representative – Barclays US Card Services
Alorica Teleservices
01.2019 - 01.2019
Marketing Assistant / Account Collector
Superbikes Center
01.2016 - 01.2018
Management Trainee (OJT – 300 hrs)
WRI Corporate Centre
01.2012 - 01.2013
BS - Business Administration, with Honors
Worldtech Resources Foundation