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@justincarlreyes
Dedicated professional with expertise in customer service and operations.
I am a dedicated and results-driven professional with over four years of experience in customer service, travel and airline support, and operations leadership. My career has been marked by my ability to manage high-volume client interactions and lead performance-focused teams. I thrive in environments where I can drive process improvements and enhance customer satisfaction.
In my recent role as an Airline Advisor at Conduent, I handled inbound and outbound calls globally, managed reservations, and resolved customer complaints with a focus on first-time resolution. My experience as a Team Leader at IGT Solution further honed my skills in performance management, coaching, and driving team productivity through strategic planning and quality calibrations. I am passionate about applying my communication skills and operational knowledge to support business growth.
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Work history, roles, and key accomplishments
Conduent
Aug 2024 - Jun 2025 (10 months)
Responsible for handling inbound and outbound calls from any part of the globe that the call originates from. Equipped to handle all general reservations and deal with changes to all reservations. Process refunds to passengers and answer general airline and reservation queries.
IGT Solution
Aug 2023 - Jul 2024 (11 months)
Conducted root-cause analysis on CSAT/escalations and ensured case quality through evaluations. Provided behavioral coaching and performance management, including PIPs and regular reviews. Drove team productivity via real-time monitoring and performance governance.
IGT Solution
Feb 2023 - Aug 2023 (6 months)
Provided user support, fulfilled service requests, and ensured optimal system availability and performance. Assisted with problem management through cross-functional coordination and support in escalations and training. Managed knowledge content by reviewing, classifying, and updating knowledge base articles.
IGT Solution
Oct 2021 - Feb 2023 (1 year 4 months)
Addressed customer concerns related to travel packages and services. Understood client preferences, needs, and budget to tailor travel solutions. Coordinated and booked travel arrangements efficiently and accurately.
Arso Lendings
Nov 2020 - Sep 2021 (10 months)
Tracked the loan process from submission to closing and ensured deadlines were met. Kept track of and updated pipeline dates. Managed databases by creating and maintaining records.
PCJ 8 Restaurant
Jan 2020 - Mar 2020 (2 months)
Provided good customer service and attended to customers' needs. Took and served customers their orders. Assisted in different store areas whenever needed.
Degrees, certifications, and relevant coursework
Bachelor of Science in Secondary Education, Secondary Education Major in English
Focused on developing teaching methodologies and in-depth knowledge of the English language. Prepared for a career in secondary education with a specialization in English.
Bachelor of Science in Office Administration, Office Administration
2022 - 2024
Acquired comprehensive skills in office management, administrative procedures, and business communication. Developed proficiency in various office software and organizational practices.
Software and tools used professionally
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