Justin Carl Reyes

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.

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.

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.

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.

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.

Provided good customer service and attended to customers' needs. Took and served customers their orders. Assisted in different store areas whenever needed.

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.

Acquired comprehensive skills in office management, administrative procedures, and business communication. Developed proficiency in various office software and organizational practices.