Nelvin Sigasig
Enshored
Mandaluyong City, Metro Manila,00
1
Certification
4
years of professional experience
Customer Service Representative with a strong commitment to delivering exceptional service and enhancing client satisfaction. Led customer service teams to exceed performance targets through effective coaching, performance monitoring, and conflict resolution. Utilized data analysis to provide actionable insights that improved operational efficiency and team capabilities.
Work History
Customer Care Associate
1 Year 7 Months- Resolved complex customer inquiries across phone, email, and chat with accurate, timely support.
- Documented interactions, resolutions, and follow-up actions to preserve case accuracy.
- Streamlined ticket handling by prioritizing cases and maintaining consistent queue organization.
- Coordinated itinerary changes, resolving schedule disruptions and rebooking requests with minimal traveler impact.
- Advised clients on travel options, policies, and destination requirements to support informed decisions.
Team Leader
2 Years 1 Month- Lead a team of customer service representatives to meet and exceed performance targets.
- Monitored team performance, providing feedback and coaching to enhance individual and team capabilities.
- Resolve escalated customer issues and ensure high levels of customer satisfaction.
- Coordinated team schedules and managed workloads, ensuring optimal service levels were maintained.
- Implement training programs to enhance team skills and performance.
- Prepared and presented performance reports to management, highlighting team achievements and areas for improvement.
Subject Matter Expert
3 Months- Conducted training sessions and guided new hires and colleagues on best practices and complex issues to improve team competency.
- Provided specialized knowledge and support to enhance customer service team effectiveness.
- Act as a point of escalation for challenging customer inquiries and issues.
- Collaborated with management to maintain consistency and quality in customer service delivery.
- Assist in developing and implementing process improvements.
Customer Service Representative
1 Year 2 Months- Provide excellent customer service by addressing inquiries, resolving complaints, and ensuring customer satisfaction.
- Handled high volume of customer calls and emails, providing timely and professional responses to meet customer needs.
- Assisted customers with travel arrangements, ensuring seamless booking of flights, hotels, and car rentals to enhance their travel experience.
- Collaborated with team members to streamline processes, contributing to achievement of performance targets and improved service delivery.
- Maintain accurate records of customer interactions and transactions.
Education
Bachelor’s Degree - Mechanical Engineering
High School Diploma
Elementary Education
Skills
Proficient in using customer service software and systems
GDS trained in Amadeus and Farelogix
Works well under pressure
Customer service software proficiency
Ticket management
Multitasking and time management skills
Good computer navigating skills
Excellent communication and interpersonal skills
Proficient in using microsoft office tools : Excel
Word.
Certification
- TICO - Travel Industry Council of Ontario
Additional Information
Fluent in English and [any other languages you speak]., Strong attention to detail and organizational skills., Flexible and adaptable to changing work environments., Passionate about providing exceptional customer service.
Timeline
Customer Care Associate
Enshored
03.2025 - CurrentRead More
Team Leader
FOUNDEVER
02.2024 - 03.2026Read More
Subject Matter Expert
FOUNDEVER
11.2023 - 02.2024Read More
Customer Service Representative
FOUNDEVER
09.2022 - 11.2023Read More
Andres Bonifacio Integrated School
Elementary Education
Read More
Mataas na Paaralang Neptali A. Gonzales
High School Diploma
Read More
Rizal Technological University
Bachelor’s Degree from Mechanical Engineering
Read More
Achievements
- Consistently ranked as the #1 Customer Service Agent at FOUNDEVER for consecutive periods.
- April Cxpert Awardee for outstanding performance and excellence in customer service.
- JCBU Q3 Cxpert Awardee for exceptional contributions during the third quarter.
- Awarded Best in Customer Chat Back Rate (CCR) for consistently delivering effective solutions to customer issues.
- Team Lead of the Year - 2024
References
- Isagani Gila, Operation Account Manager, +63.945.258.0221
- Arnel Labadan, Operation Team Manager.
Training
- Completed the Coach Track Training Program as part of preparation for a Team Manager role.