Ann Gomez Sevillejo
@anngomezsevillejo
Travel customer service professional specializing in BPO travel support, reservations, and multi-channel service.
PhilippinesWhat I'm looking for
I’m a customer service professional with over 10 years of experience in the BPO industry, specializing in travel support, reservations, and multi-channel customer service (chat and email). I focus on delivering high customer satisfaction through strong problem-solving, clear communication, and reliable issue resolution.
Across roles including Hotel Specialist and Flight, Hotel & Car Specialist, I handled hotel reservations, modifications, cancellations, and refunds, while providing information on availability, rates, and policies. I also managed itinerary changes and exchanges for domestic and international travel, using global distribution systems (including Sabre and Amadeus) to keep bookings accurate and up to date.
Beyond bookings, I’ve supported escalations and cross-functional work, and I’ve contributed to quality through quality assurance and compliance reviews. As a Subject Matter Expert (SME), I coached and supported agents with escalations, coaching, and process updates—ensuring customers receive consistent, high-quality service at every step.
Experience
Work history, roles, and key accomplishments
Handled hotel reservations and ongoing customer support, including modifications, cancellations, and refunds through multi-channel communication. Provided information on hotel availability, rates, and policies and supported customer concerns.
Handled hotel reservation inquiries via chat and email. Processed booking changes, cancellations, refunds, and customer concerns while balancing multitasking and time management.
Supported agents with escalations, coaching, and process updates. Provided strong verbal and written communication to maintain excellent customer service.
Evaluated customer interactions for quality and compliance. Provided coaching feedback and supported calibration sessions.
Managed domestic and international travel bookings using Sabre and Amadeus. Supported itinerary changes, exchanges, cancellations, and customized travel packages, providing chat and email customer support.
Education
Degrees, certifications, and relevant coursework
Immaculate Conception Academy
High School Diploma, General Studies
High school graduate from Immaculate Conception Academy (2012).
NOLITC
2015 -
Attended NOLITC in 2015.
AMCI Willian Heria
Teleperformance Contact Center Services NC II, Contact Center Services
Completed Team Leader training under Teleperformance Contact Center Services NC II.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
Skills
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