Nicole Palanio

• Implemented and developed customer service training processes.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Clarified advertiser issues and determined root cause of problems to resolve problems or service complaints.

• Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Call Center.
• Uses Call Center tools to gather data and analyze trends or patterns affecting quality; highlights key successes and share best practices with call center staff to ensure continued success in quality of service.
• Provides structured and timely recommendations through verbal and/or written feedback to Call Center Leadership Team, management, and training.
• Collaborates with Call Center leadership and training team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.

• We strive to provide excellent customer service by promptly responding to inquiries and questions through both email and phone calls. Our dedicated team ensures that all customer queries are addressed to their utmost satisfaction
• Placing an order, processing the payments or withdrawal of the customers as well as reviewing/making changes to the account of customers if requested
• Monitoring customer transactions to detect and highlight any suspicious activity through the use of software tools aimed at identifying and stopping fraudulent behavior
• Verifying customer if the order was placed using at the hotel as a delivery address through phone call

▪ Encoding ticket vouchers, meal vouchers, CSA vouchers or free meal for the passengers and EMD vouchers (Electronic Miscellaneous Document)

▪ Special handling signed and received at the ASM office both international and domestic and gave to designated airport ground service provider (macroasia or skylogistics)

▪ Collecting files and vouchers in Airport Service Manager’s office both international and domestic

▪ Routing of documents for signature

▪ Listing withdrawn stocks for macroasia and skylogistics both international and domestic

▪ Volunteered in assisting passengers due to runway closure (Xiamen Airlines)