Rosarie Flores
Tejero Gen. Trias
Summary
Experienced Senior Travel Consultant and Customer Service Specialist. Advise clients about options for travel in accordance to stated objectives and requirements. Facilitate travel arrangements that includes but not limited to airplane tickets, hotel accommodation, local tours and visa requirements and processing. Ensures coordinated and flawless travel for clients.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
1826
1826
years of professional experience
8
8
years of post-secondary education
7
7
Certifications
Work History
Customer Service Representative
Concentrix
Manila
12.2024 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Senior Travel Consultant
HRG Philippines – Marsman Drysdale Travel Inc.
Makati City
03.2008 - 02.2011
- Handles several active corporate accounts including Sunlife of Canada, Bloomberg, Fedex
- Shell, Brent International School, Cape East and Sanofi Aventis
- Delivers efficient and cost-effective flights, hotel, cars, and leisure bookings
- Assists in the processing of visas needed for the travel destination
- Assigned in the in-plant office of Shell Philippines
- Prepares holiday/leisure packages for the corporate client’s personal travel needs
- Assigned in the Foreign Tours Department
- Prepared tours and packages for corporate clients and walk-in clients
- Coordinates with different local and international tour operators
- Knowledgeable in Galileo, Amadeus and Abacus
- Knowledgeable in ticketing, analyzing fare rules and airline rules and policies
Customer Service Representative
Teletech
Pasay City
02.2007 - 07.2007
- Company Overview: Teletech is the leading full-service provider of strategic customer management solutions
- Knowledgeable and trained on the different types of hotels and accommodation
- Receives inbound calls for Best Western International, the largest hotel chain in the world
- Offers rooms at different Best Western properties according to caller’s desired location
- Reserve and confirm room reservation
- Answers general inquiries and cancel reservation
- Teletech is the leading full-service provider of strategic customer management solutions
Travel Customer Representative
People Support Philippines
Makati City
01.200 - 12.200
- Company Overview: People Support is a high-performance provider of outsourced customer management, transcription and captioning, accounts receivable management and additional back-office services
- Provide comprehensive and quality customer care for Orbitz ad Cheap tickets customer at all times
- Process exchanges on domestic U.S and international e-tickets using different GDS depending on the airline
- GDS used are Apollo/Galileo, Worldspan, Sabre, Shares and Delta
- Provide appropriate and accurate responses to customer queries
- Responsible for meeting outlined production goals and targets
- Learn client’s web sites, policies, procedures and any back-end systems they may use for email, products, shipping, and/or back-order information
- Communicate effectively and efficiently with internal and external customers
- People Support is a high-performance provider of outsourced customer management, transcription and captioning, accounts receivable management and additional back-office services
Customer Service Representative
West Contract Services
Makati City
08.200 - 12.200
- Company Overview: West Contract Services is one of the largest business process outsourcing companies in the US and has operation in US, Canada, India and Philippines
- Receives calls for the account Direct Response
- Processes customer’s orders for different products and services
- Accurately capture, verify and input required customer information in the system to properly log the order
- Provide product information, payment modes available, discounts and special offers necessary to close the sale and log an order
- West Contract Services is one of the largest business process outsourcing companies in the US and has operation in US, Canada, India and Philippines
Customer Service Executive
Royal Sporting House Pte.Ltd.
07.2001 - 06.2004
- Company Overview: One of the largest retailing companies in Singapore that markets fashion and sporting brands like Reebook, Lacoste, Diesel, Skechers, Nautica, Mango, Zara, Bebe, Mizuno, Wilson, and other popular brands
- Provides the highest level of customer service in team and multi-cultural environment
- Possesses Knowledge in various product technology and materials used in different fashion and sporting products, through various product trainings in order to promote products effectively
- Recognize ways to improve sales techniques and achieve sales targets
- Coordinates with team members, suppliers, other retail outlets and departments of the company for the movement, ordering, monitoring and stocks and inventory
- Performs in-store merchandising displays and maintain window display designs to promote the different products available effectively
- Performs cashiering and banking duties Knowledgeable in Point-of-Sale system
- One of the largest retailing companies in Singapore that markets fashion and sporting brands like Reebook, Lacoste, Diesel, Skechers, Nautica, Mango, Zara, Bebe, Mizuno, Wilson, and other popular brands
Fashion Consultant
Linea Italia Group of Companies
05.1997 - 12.2000
- Company Overview: Linea Italia is one of the Philippines leading importers of top fashion Italian brands of ladies and men’s apparel and accessories
- Top brands like Versace, Dolce Gabbana, Max Mara, Byblos and many more
- In charge of the daily operation of the retail outlet and ensure sales targets are achieved
- Responsible for providing professional fashion advice and service to customers in a team environment white marketing high end Italian men’s and women’s fashion apparel and accessories in the different retail outlets of the company
- Assigned in the logistics department as part of the company’s multi-tasking program
- Carries out processing, merchandising, distribution and delivery of stocks to the different retail outlets
- Executive window and in-house merchandising display to promote current and new products
- Coordinates merchandise according to season and collection
- Performs cashiering and banking duties
- Linea Italia is one of the Philippines leading importers of top fashion Italian brands of ladies and men’s apparel and accessories
- Top brands like Versace, Dolce Gabbana, Max Mara, Byblos and many more
Cashier
Duty Free Philippines
08.1996 - 01.1997
- Company Overview: Duty Free Philippines is the premiere shopping destination for international travelers
- Responsible for processing all kinds of payments for purchased goods
- Knowledgeable in processing all types of credit card payments
- Balance and change fund
- Duty Free Philippines is the premiere shopping destination for international travelers
Education
Bachelor of Science - Tourism
University of Santo Tomas
Manila 06.1992 - 03.1996
High School - undefined
Saint Augustine School
Tanza, Cavite 01.1988 - 01.1992
Basic Japanese -
Cambridge School of Languages
Singapore 03.2002 - 05.2002
Skills
- Communication Skills
- Team Work
- Time Management
- Positive Attitude
- Adaptability
- Organization Skills
- Problem Solving
- Active Listening
- Leadership
- Critical Thinking
- Decision Making
- Foreign Language
- Flexible schedule and availability
- Attention to detail
- Verbal and written communication skills
Adaptability and flexibility
Certification
Amadeus Reservation
Timeline
Customer Service Representative
Concentrix
12.2024 - Current
Senior Travel Consultant
HRG Philippines – Marsman Drysdale Travel Inc.
03.2008 - 02.2011
Customer Service Representative
Teletech
02.2007 - 07.2007
Basic Japanese -
Cambridge School of Languages
03.2002 - 05.2002
Customer Service Executive
Royal Sporting House Pte.Ltd.
07.2001 - 06.2004
Fashion Consultant
Linea Italia Group of Companies
05.1997 - 12.2000
Cashier
Duty Free Philippines
08.1996 - 01.1997
Bachelor of Science - Tourism
University of Santo Tomas
06.1992 - 03.1996
High School - undefined
Saint Augustine School
01.1988 - 01.1992
Customer Service Representative
West Contract Services
08.200 - 12.200
Travel Customer Representative
People Support Philippines
01.200 - 12.200
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