Open to opportunities

Emily Valbuena

@emilyvalbuena

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10+ years delivering exceptional customer experiences across BPO, Relocation Logistics, retail, and travel industries.

United States

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What I'm looking for

I’m looking for a customer-focused, project management role where I can lead operations, improve quality against SLAs, and manage end-to-end client outcomes—ideally in a fully remote environment with strong mentorship and measurable impact.

I deliver exceptional customer experiences across BPO, relocation logistics, retail, and travel—consistently managing client relationships, resolving issues, and maintaining top performance in both in-person and fully remote environments. I’m known for a high-touch service approach, accurate handling of changes, and proactive follow-through.

In my recent freelance role as a Travel Advisor, I manage end-to-end client journeys—from itinerary planning and booking coordination to post-travel aftercare via remote communications. Previously, I served in leadership roles across Sony Mobile and customer service organizations, overseeing multi-agent operations, quality, productivity, and client satisfaction, and translating consumer support insights into monthly business strategy.

I also strengthen teams through structured QA and training: implementing global call quality standards, running daily monitoring and 1:1 coaching, facilitating weekly calibrations, and aligning scoring metrics to SLA performance. Whether coordinating complex, multi-vendor relocations or leading recruitment pipelines, I bring meticulous organization, effective time management, and clear communication that elevate every customer interaction.

Experience

Work history, roles, and key accomplishments

Current

Travel Advisor

Current

Fora Travel

Managed end-to-end client travel journeys, including itinerary planning, booking coordination, and post-travel aftercare through remote communications. Handled inbound booking, change, and cancellation requests with accuracy and a high-touch service approach.

Client Relationship Management itinerary planning Booking Coordination Remote Customer Support Aftercare Customer Service Record keeping

Expatriate Relocation Consultant

Cartus Corporation

Jan 2016 - Jan 2020 (4 years)

Served as a single point of contact for Fortune 500 HR and assignee clients across the APAC region, coordinating complex multi-vendor relocations covering housing, shipment, schooling, logistics, and policy compliance. Led a full group repatriation for a Norwegian Oil & Gas company during COVID restrictions, managing remote communications and deliverables, and earned multiple Top Block Awards for

Policy Compliance Stakeholder Management Client Communication Customer Experience Management

Barista

Starbucks

Jan 2025 - Present (1 year 5 months)

Provided high-volume, fast-paced order processing while maintaining accuracy and a welcoming customer experience. Earned consistent Excellent Customer Service recognition from customers and management and supported administrative and logistical café operations.

Customer Service Time Management Soft Skills Accuracy Administrative Support Team Collaboration

Team Lead, Tech Support

Sony Mobile

Jan 2016 - Present (10 years 5 months)

Managed daily operations of a multi-agent customer service team for Sony Mobile's Singapore market, overseeing quality, productivity, and client satisfaction. Acted as Regional Head for Consumer Support by presenting consumer market insights in monthly business reviews and mentoring agents on service standards and customer experience excellence.

Customer Support Operations Quality Management Productivity Service standards Customer Satisfaction

CSR Recruitment Lead

EPERFPORMAX Contact Center

Jan 2011 - Present (15 years 5 months)

Led a recruitment team screening high-volume CSR applications and worked cross-functionally with Operations and Training to uphold quality hiring standards. Delivered weekly and quarterly hiring pipeline reports to the CEO and executive team.

Recruitment Screens High Volume Hiring Cross functional Coordination Pipeline Reporting Stakeholder Management Workforce Operations

Quality Assurance Specialist

EPLDT Ventus

Jan 2007 - Present (19 years 5 months)

Implemented global call quality standards across customer service agents through daily monitoring and 1:1 coaching sessions. Facilitated weekly calibrations with global QA teams to align scoring metrics and SLA performance, and developed English-language training materials including soft skills and communications training.

Call Quality Monitoring SLA Soft Skills

Education

Degrees, certifications, and relevant coursework

University of Santo Tomas

Bachelor's Degree, Behavioral Science

Earned a Bachelor's degree in Behavioral Science from the University of Santo Tomas (Philippines).

International Institute of Integration Therapy and Training

Certification, Inner Child Integration Therapy

Completed a certification in Inner Child Integration Therapy through the International Institute of Integration Therapy and Training (US and Netherlands).