Open to opportunities

Miguel Francis Navarra

@miguelfrancisnavarra

Message

Operations supervisor driving KPI-driven teams and customer-focused travel operations.

Philippines

Message

What I'm looking for

I seek a customer-focused operations role where I can lead and develop teams, use data to improve KPIs, train staff, and resolve complex escalations in a collaborative, high-performance environment.

I am an operations supervisor with hands-on experience leading and developing travel agent teams, driving performance through coaching and data-driven analysis. I ensure accurate handling of travel bookings, adherence to SLAs, and timely completion of administrative tasks.

Previously, I served as a Subject Matter Expert and Chief for Hawaiian Airlines at Teleperformance, training staff on GDS and CRM tools, resolving escalated and complex cases, and applying advanced Amadeus cryptic commands for accurate booking and troubleshooting.

My background also includes frontline customer service and hospitality roles where I honed complaint resolution, multitasking under pressure, and service excellence; I hold Lean Six Sigma White, Yellow, and Green Belt certifications and am committed to fostering a high-performance, KPI-driven environment.

Experience

Work history, roles, and key accomplishments

Current

Operations Supervisor

Current

Teleperformance Phil.

Apr 2025 - Present (9 months)

Leads and supports a team of travel agents, monitoring performance, providing coaching, and managing escalations to ensure SLA adherence and improved customer satisfaction.

Team Leadership Coaching Performance Analysis Escalation Management SLA Customer Service Data Driven Decision Making

Subject Matter Expert

Teleperformance Phil.

Apr 2022 - Apr 2025 (3 years)

Provided advanced technical and supervisory support for complex travel bookings and escalations, training agents on GDS/CRM systems and resolving cross-departmental issues.

Sabre CRM (Salesforce)Technical Support Training Escalations Communication Troubleshooting

Customer Service Representative

Teleperformance Phil.

Mar 2021 - Apr 2022 (1 year 1 month)

Handled flight reservations and customer inquiries, coordinated with departments to resolve issues, and applied SABRE skills to improve case resolution and workflow.

Customer Service Reserving Sabre Coordinating Cases Root Cause Analysis Communication CRM

Complaint Resolution Officer

Chateau 1771

Nov 2019 - Mar 2020 (4 months)

Served elite clientele in a fine dining setting, resolving guest complaints and delivering high-quality French-style service under pressure.

Guest Relations Hospitality Attention To Detail Service Recovery

Bartender / Server

Raffles & Fairmont Makati

Nov 2017 - Feb 2019 (1 year 3 months)

Provided high-volume bar and banquet service at a five-star hotel, maintained workstation standards, and delivered courteous service in high-pressure environments.

Bartending Multitasking