Mark Keneth Bacarro
@markkenethbacarro
Customer experience and training specialist improving service through structured learning and collaboration.
PhilippinesWhat I'm looking for
I’m a Customer Experience and Training Specialist with almost 5 years of experience in the travel and hospitality industry, delivering high-quality customer support and facilitating training programs that strengthen team performance.
In my roles supporting global operations across Asia-Pacific and North America, I apply instructional design principles (ADDIE, Bloom’s Taxonomy) to increase engagement and learning effectiveness, then monitor outcomes using CSAT, QA, and KPI metrics. I coach trainees to improve skills and retention, achieving 9.6+ Daily Survey and 4.7–5.0 Post-Training satisfaction scores, while enabling onboarding and operational readiness across multiple lines of business.
Experience
Work history, roles, and key accomplishments
Training Specialist II
Booking.com
Oct 2022 - Mar 2026 (3 years 5 months)
Delivered structured training across Property Management, Guest Experience, Social Media, and Attractions using ADDIE and Bloom’s Taxonomy to improve engagement and learning effectiveness. Monitored CSAT/QA/KPI performance, coached trainees, and achieved 9.6+ Daily Survey and 4.7–5.0 post-training satisfaction scores.
Customer Service Guest Specialist
Booking.com
Oct 2021 - Oct 2022 (1 year)
Provided guest and property host customer support across global operations, resolving reservations, cancellations, and account concerns while maintaining accuracy and service quality. Handled high-volume inquiries and escalated/sensitive issues to ensure timely, solution-oriented outcomes with strong adherence to company policies.
Education
Degrees, certifications, and relevant coursework
Central Institute of Technology Colleges Inc
K–12 High School Diploma, Home Economics (Food & Beverage Services)
2017 - 2019
Completed a K–12 High School Diploma with a focus on Home Economics (Food & Beverage Services).
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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