Pia Gail Pasigado
Bacolod City,Philippines
Summary
Adaptable professional demonstrating strengths in customer service and team management. Navigates diverse operational environments with a focus on guest satisfaction and team cohesion. Committed to fostering an innovative workplace culture that recognises contributions and drives success.
Overview
13
13
years of professional experience
Work History
Guest Services Team Manager
360 Signum Ltd. UK
Slough
01.2023 - 04.2026
- Orchestrated daily operations, ensuring all guest service standards were met with total consistency.
- Developed structured training initiatives to accelerate onboarding of new hires and maintain service excellence.
- Conducted performance evaluations, delivering constructive feedback and personalised development plans for team members.
- Fostered supportive team culture that encouraged innovation and recognised individual and group achievements.
- Standardize team-wide workflows for policy updates, ensuring the entire department operated with full alignment on procedural requirements.
Guest Services VA
360 Signum Ltd. UK
Slough
12.2021 - 01.2023
- Addressed a high volume of guest enquiries, special requests, and booking extensions via Freshdesk, prioritizing rapid response times to maximize guest satisfaction.
- Acted as primary point of contact for guest issues and complaints, mediating escalations through collaboration with internal teams to achieve high-satisfaction resolutions.
- Synchronized incoming bookings from direct leads, agency partners, and major Online Travel Agency (OTA) platforms – Airbnb, Booking.com, VRBO, Expedia and Agoda – to ensure 100% channel synchronization and prevent overbookings.
- Executed proactive follow-ups for guest requirements and pursued outstanding payments to facilitate seamless booking completion.
- Facilitated property access and resolved entry-related issues.
- Streamlined financial operations by processing guest billing through Xero, managing invoice generation, payment allocations, and verifying payment receipts from Stripe to enhance accuracy in financial records.
- Proficient in a wide array of Property Management Systems (PMS), including Tokeet, Zeevou, Hostaway, and Hostfully, to ensure high operational accuracy and listing integrity.
Mission Control Analyst - Wellcare
Telephilippines
Bacolod City, Philippines
10.2020 - 12.2021
- Led response initiatives for critical outages and escalations, minimising system downtime.
- Directed analysis of real-time call trends to optimise staffing and exceed service level targets.
- Produced intraday reports for clients to support informed decision-making.
CSR Tier 1- Expedia
Telephilippines
Bacolod City, Philippines
04.2013 - 10.2020
- De-escalated customer issues by identifying sustainable solutions, achieving high performance and CSAT ratings during peak call volumes.
- Managed general inquiries for all travel services, ensuring precision and integrity in data handling.
- Facilitated comprehensive travel arrangements and processed bookings for flights, hotels, car rentals and vacation packages for US clientele.
- Processed modifications for reservations and cancellations, ensuring itinerary accuracy and clarity of travel policies for customers.
- Managed complex resolutions by escalating cases to higher tier support.
Education
Bachelor of Arts - English
Colegio San Agustin-Bacolod
Bacolod City, Negros Occidental04-2012
Skills
- Property Management Systems (PMS)
- Tokeet
- Zeevou
- Hostaway
- Hostfully
- Xero invoicing
- Stripe payment verification
- CRM Management
- Freshdesk
- Lead follow-up
- MS Office
- ASANA
- CallSwitch
- Slack
- Escalation management
- Customer relationship management
Timeline
Guest Services Team Manager
360 Signum Ltd. UK
01.2023 - 04.2026
Guest Services VA
360 Signum Ltd. UK
12.2021 - 01.2023
Mission Control Analyst - Wellcare
Telephilippines
10.2020 - 12.2021
CSR Tier 1- Expedia
Telephilippines
04.2013 - 10.2020
Bachelor of Arts - English
Colegio San Agustin-Bacolod