Open to opportunities

Lawrence Cabugsa

@lawrencecabugsa

Efficient Customer Care Specialist with 4 years of BPO experience supporting domestic and international U.S.-based airline accounts.

Philippines

Message

What I'm looking for

I seek a customer-focused role where I can resolve complex inquiries, support VIP customers, grow into leadership, and contribute to operational improvements.

Highly motivated and empathetic Customer Care Specialist with expertise in managing inquiries, complaints, and complex travel-related requests in fast-paced environments. Supported United Airlines customers with reservations, cancellations, rebooking, itinerary changes, and VIP/Premier Desk services, ensuring policy compliance and high customer satisfaction. Also ran a home-based business, developing strong skills in operations, order management, scheduling, and customer communication, while enhancing multitasking and leadership abilities.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Concentrix

Feb 2022 - Jan 2026 (3 years 11 months)

Handled flight reservations, cancellations, rebookings and itinerary changes for domestic and international travel, delivering priority support to Premier/VIP customers and resolving complaints while ensuring policy compliance.

Customer Support Flight Reservation VIP Service Multitasking CRM Tools Communication

Business Owner

J&L Flavoreats

Nov 2020 - Dec 2021 (1 year 1 month)

Managed a small home-based food business overseeing customer communication, advertising, order management and product deliveries to maintain service quality and timely fulfillment.

Order Management Customer Communications Marketing Scheduling Product delivery Small Business Advertising

Education

Degrees, certifications, and relevant coursework

ICCT Colleges Foundation Inc.

Bachelor of Science, Hospitality Management

2018 - 2020

Activities and societies: Team Leader (2nd Year)

Completed coursework toward a Bachelor of Science in Hospitality Management between 2018 and 2020, focusing on hospitality operations and customer service skills.