Summary
Overview
Work History
Education
Skills
Timeline
AdministrativeAssistant
Rachel Labrague

Rachel Labrague

Head Of Customer Service
Lapu-lapu City

Summary

Experienced with team leadership, conflict resolution, and process optimization. Utilizes strategic planning to enhance customer service operations and drive team success. Track record of maintaining high levels of customer satisfaction and operational efficiency through effective management and innovative solutions.

Overview

9
9
years of professional experience

Work History

Head of Customer Service

Sandbox Entertainment Corporation
06.2022 - Current
  • Participated in the recruitment process, selecting top candidates for customer service roles within the department.
  • Analyzed customer feedback data to identify trends and areas for improvement, implementing necessary changes accordingly.
  • Developed and implemented new customer service strategies to increase overall client satisfaction.
  • Leading and managing a team of customer support staff, including hiring, training, and performance management
  • Collaborating with other teams, such as product development and marketing, to identify and address customer needs and concerns.
  • Developing and implementing policies and procedures for the customer support department.

Luxury Travel Assistant

Sky VIP Services
01.2024 - 01.2025
  • Coordinated complex travel arrangements including flights, accommodations, transportation, and activities for groups of various sizes.
  • Maintained database of customers, planned trips and dedication information for travel staff.
  • Managed multiple client accounts simultaneously while maintaining attention to detail and accuracy in all bookings.
  • Liaised between clients and suppliers effectively to resolve issues promptly while preserving positive relationships.

Travel Experience Agent

Hopper
09.2021 - 06.2022
  • Expertise in multiple Global Distribution Systems (GDS) including Apollo, Amadeus, Sabre, Galileo, and Farelogix to efficiently manage flight bookings and reservations, hotels, and any travel-related inquiries
  • TICO (Travel Industry Council of Ontario) certified - Successfully passed the TICO certification for travel agents

Supervisor of Operations

Sykes Asia Inc.
10.2019 - 09.2021
  • Setting customer satisfaction goals for team members and tracking progress towards meeting these goals
  • Collaborate with cross-functional teams and company's clients to drive alignment, share best practices, and achieve business objectives
  • Serve as a point of escalation for complex issues, working closely with team members to resolve problems effectively


Customer Service Representative

Teleperformance Cebu IT Park
06.2016 - 10.2019
  • Expertise in multiple Global Distribution Systems (GDS) including Apollo, Amadeus, Sabre, Galileo, and Farelogix to efficiently manage reservations, bookings, and travel-related inquiries
  • Assist customers in chat support, promptly addressing and resolving travel-related inquiries such as flight bookings, hotel reservations, car rentals, and other travel arrangements
  • Collaborate with flight and land vendors by resolving issues, coordinating changes, and providing the best possible solutions for customer satisfaction

Education

Bachelor of Science - Business Administration, Major in Marketing Management

Cebu Institute of Technology - University

Skills

Proven Leadership Experience

Timeline

Luxury Travel Assistant

Sky VIP Services
01.2024 - 01.2025

Head of Customer Service

Sandbox Entertainment Corporation
06.2022 - Current

Travel Experience Agent

Hopper
09.2021 - 06.2022

Supervisor of Operations

Sykes Asia Inc.
10.2019 - 09.2021

Customer Service Representative

Teleperformance Cebu IT Park
06.2016 - 10.2019

Bachelor of Science - Business Administration, Major in Marketing Management

Cebu Institute of Technology - University

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Rachel LabragueHead Of Customer Service