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Lawrence Cabugsa

@lawrencecabugsa1

Message

Empathetic customer care specialist with 4 years BPO experience resolving complex issues.

Philippines

Message

What I'm looking for

I seek a customer-focused role where I can deliver high-quality, empathetic support, grow into leadership, and improve service KPIs.

I am an empathetic customer care specialist with four years of BPO experience supporting international and domestic clients, focused on fast-paced issue resolution, clear communication, and high customer satisfaction. I have handled flight reservations, cancellations, rebooking, itinerary changes, and VIP/Premier Desk support while ensuring SOP, QA, and KPI compliance.

I also operated a small home-based business managing customer inquiries, order processing, scheduling, and deliveries, which strengthened my multitasking, communication, and leadership skills. I consistently deliver first-contact resolution, de-escalation, and personalized service, and have been recognized as a top performer and top agent for exceptional client support.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Concentrix

Feb 2022 - Jan 2026 (3 years 11 months)

Provided flight reservation, cancellation, rebooking, and itinerary change support for domestic and international passengers; delivered priority assistance to Premier Desk/VIP customers and resolved complaints while maintaining policy compliance and high satisfaction.

Customer Support Flight Reservation Complaint Resolution Multitasking Communication

Business Owner

J&L Flavoreats

Nov 2020 - Dec 2021 (1 year 1 month)

Operated a home-based food business handling customer inquiries, scheduling appointments, processing and tracking orders, and coordinating deliveries to meet service standards and optimize client satisfaction.

Order Management Scheduling Quality Control Multichannel Support Customer Satisfaction Business Operations