RONALYN CASTILLO
Iloilo City,Philippines
Summary
Proficient Customer Support Professional with experience in travel planning, technical troubleshooting, and sales support. Provides reliable service through efficient issue resolution and effective communication across phone, email, and chat. Enhances customer engagement by offering product guidance and booking assistance, while adeptly handling queries and complaints. Quickly adapts to diverse customer needs, ensuring clarity and support throughout all interactions.
Overview
1
1
Language
7
7
years of professional experience
Work History
Customer Support Representative
IQOR PHILIPPINES
Bacolod City
04.2026 - 05.2026
- Managed inbound customer service calls, delivering product information and resolving queries to enhance customer experience.
- Processed and issued product orders and service upgrades, ensuring timely delivery and customer satisfaction.
- Processed customer orders and resolved complaints for seasonal account (1-800 Flowers.com), ensuring customer satisfaction.
Inbound Sales Representative
IQOR PHILIPPINES
Bacolod City
10.2025 - 03.2026
- Managed inbound calls and enquiries for Viator and TripAdvisor accounts, assisting customers with tours, activities, and travel experiences. Guided travellers in product selection, processed bookings, and upsold relevant add-ons while resolving customer concerns to enhance sales conversion and deliver exceptional customer service.
- Scheduled phone calls between potential customers and sales representatives.
- Handled and quickly resolved customer issues regarding product sales and customer service problems.
- Enhanced customer satisfaction by providing personalised recommendations based on specific requirements.
Independent travel Manager
Dreamport
07.2025 - 10.2025
- Delivered tailored travel solutions and flight booking services as Independent Travel Manager, managing lead enquiries and conducting personalised consultations to secure competitive fares and itineraries using global reservation systems.
- Delivered bespoke travel solutions catering to unique preferences and requirements of high-profile clients.
- Managed comprehensive travel arrangements for corporate clients, including flights, hotels, and car hires, maximising efficiency and cost-effectiveness.
- Negotiated favourable contracts with travel service providers to secure best rates and amenities for clients.
Digital Marketing Intern
Outsourced Doers
06.2025 - 07.2025
- Managed company social media accounts, creating engaging content and responding efficiently to comments, messages and reviews.
- Managed social media accounts, creating engaging content to foster community interaction and growth.
- Created digital campaigns on social media using Google ads, Facebook ads and other tools.
- Assisted with social media activities, including developing post graphics and captions, uploading content and monitoring results.
- Used software, including Adobe InDesign and Canva, to develop graphics for marketing content.
- Supported the SEO strategy by conducting keyword research and optimising web content.
Customer Advisor 1
CONCENTRIX
Bacolod City
08.2022 - 08.2024
- Served as Customer Service Representative for Ashley Furniture retail account, assisting customers with furniture purchases on e-commerce website. Managed order tracking, delivery scheduling, package inquiries, and billing issues, while offering product recommendations to enhance shopping experience.
- Helped customers by knowledgeably answering enquiries regarding product placement, details and availability.
- Remained calm under pressure to handle customer complaints and solve problems.
- Helped customers feel valued and appreciated by going the extra mile to answer questions.
SME
TELEPERFORMANCE
Bacolod City
06.2021 - 07.2022
- Guided new agents through nesting and production for Expedia account, offering real-time support and coaching to enhance onboarding experience. Transitioned to manage specialised flight and car rental bookings for American Express, ensuring seamless customer service and satisfaction.
- Monitored staff performance and developed improvement plans.
- Provided expert advice on subject-specific issues to enhance organisational efficiency.
- Facilitated training sessions for junior staff, improving their understanding and skills.
Customer Service Representative
CONCENTRIX
Bacolod City
01.2021 - 06.2021
- Managed customer inquiries and complaints via email and chat, ensuring resolution across multiple accounts.
- Delivered booking.com support to Japanese customers via email, enhancing customer satisfaction.
- Facilitated booking and reservation management on multilingual platforms, demonstrating cultural sensitivity and awareness.
Technical Support Representative
TRANSCOM WORLDWIDE
Bacolod City
08.2019 - 07.2020
- Provided technical support for Comcast accounts, troubleshooting cable, high-speed internet, and phone services. Resolved complex billing inquiries, account modifications, and complaints while promoting Comcast home security solutions.
- Asked customers targeted questions throughout troubleshooting to determine smart solutions.
- Helped customers set up new systems, applications and software.
- Maintained a high level of product knowledge to offer expert advice on technical queries.
Education
ASSOCIATE IN INFORMATION TECHNOLOGY - computer technology
Information Computing Science
Mabalacat City / Mabalacat, Pampanga01-2019
Skills
- Customer support
- Issue resolution
- Sales assistance
- Booking management
- Client relationship management
- Technical support
- Multitasking
- ADAPTABILITY
- CRITICAL THINKING
- COMMUNICATION
- TEAMWORK
- ATTENTION TO DETAIL
LANGUAGES
ENGLISH
Timeline
Customer Support Representative
IQOR PHILIPPINES
04.2026 - 05.2026
Inbound Sales Representative
IQOR PHILIPPINES
10.2025 - 03.2026
Independent travel Manager
Dreamport
07.2025 - 10.2025
Digital Marketing Intern
Outsourced Doers
06.2025 - 07.2025
Customer Advisor 1
CONCENTRIX
08.2022 - 08.2024
SME
TELEPERFORMANCE
06.2021 - 07.2022
Customer Service Representative
CONCENTRIX
01.2021 - 06.2021
Technical Support Representative
TRANSCOM WORLDWIDE
08.2019 - 07.2020
ASSOCIATE IN INFORMATION TECHNOLOGY - computer technology
Information Computing Science