Ramel Lumaad
Taguig
Summary
Dynamic Customer Advisor with 6 years of cross-functional experience, including 4 years in high-volume BPO environments and 2 years within an In-house Online Travel Agency (OTA). Expert at navigating complex travel logistics and delivering premium support under pressure. I bring a proven ability to work autonomously, adapt to evolving operational needs, and leveraging technical expertise to drive company success.
Experienced in managing customer loyalty inquiries within a digital service environment, effectively addressing retention concerns through thorough account reviews and billing checks. Demonstrated ability to guide customers through loyalty offers and service plan adjustments, ensuring clear communication throughout the process.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Customer Loyalty Specialist
Telus Digital Philippines
Taguig City
04.2026 - Current
- Addressed retention concerns by conducting account reviews, performing billing checks, and presenting service plan options to retain customers.
- Assisted customers in navigating loyalty offers, renewals, and order adjustments, facilitating clarity and understanding throughout the process.
- Handled TELUS Digital Philippines customer loyalty inquiries via voice channel, ensuring prompt and effective resolutions.
Customer Advisor/Travel Specialist (Flight Department)
Trip.com Group
Taguig, Metro Manila
11.2023 - 01.2026
- Outlined roles and responsibilities for team members.
- Provided multilingual support for Trip.com travelers across phone, chat, and email channels.
- Managed booking changes, cancellations, and itinerary updates through Trip.com service systems, ensuring customer satisfaction.
- Advised customers on flights, hotels, and travel policies with clear product knowledge.
Quality Assurance Analyst
Teleperformance Philippines
Taguig, Metro Manila
09.2023 - 11.2023
- Role and responsibilities:
- Monitored customer interactions to ensure compliance with quality standards at Teleperformance Philippines
- Documented findings and provided actionable feedback to operations teams for quality improvement
Customer Service Representative
Teleperformance Philippines
Taguig, Metro Manila
07.2019 - 09.2023
- Role and responsibilities:
- Accounts:
- Coordinated vehicle logistics operations to improve delivery accuracy
- Oversaw freight logistics, ensuring on-time deliveries to enhance customer satisfaction
- Handled restaurant reservation processes, streamlining customer experiences
Baker and Machine Operator
Masuma Food Industry Inc. (MFI)
Taguig City
11.2018 - 02.2019
- Role and responsibilities:
Store Crew
San Miguel Food Ave.
Mandaluyong, Metro Manila
10.2018 - 10.2018
- Role and responsibilities:
Technical and Network Support (Student OJT)
City Government of Taguig
Taguig, Metro Manila
04.2018 - 07.2018
- Role and responsibilities:
Education
College Diploma - Information Technology, Major in Computer Programming
St. Therese College of Taguig
Taguig CitySecondary -
Dolores National High School
Ormoc CitySecondary (Freshman HS) -
Genaro B. Lureiana National High School
Ormoc CityElementary -
Dolores Elementary School
Ormoc CitySkills
- Zendesk & MS Office expertise
- Customer Retention
- Account review
- Billing Resolution
- Loyalty Program Development
- Problem Resolution
- Complaint Handling
- De-escalation
- Good Verbal & Written Communication
- Active Listening
- Relationship Building
- Emotional Intelligence
- Multitasking
Certification
Computer System Servicing NCII Passer, Computer Programming NCII Passer, Food and Beverage Servicing NCII Passer
Timeline
Customer Loyalty Specialist
Telus Digital Philippines
04.2026 - Current
Customer Advisor/Travel Specialist (Flight Department)
Trip.com Group
11.2023 - 01.2026
Quality Assurance Analyst
Teleperformance Philippines
09.2023 - 11.2023
Customer Service Representative
Teleperformance Philippines
07.2019 - 09.2023
Baker and Machine Operator
Masuma Food Industry Inc. (MFI)
11.2018 - 02.2019
Store Crew
San Miguel Food Ave.
10.2018 - 10.2018
Technical and Network Support (Student OJT)
City Government of Taguig
04.2018 - 07.2018
College Diploma - Information Technology, Major in Computer Programming
St. Therese College of Taguig
Secondary -
Dolores National High School
Secondary (Freshman HS) -
Genaro B. Lureiana National High School
Elementary -
Dolores Elementary School