# Miguel Francis Navarra

Miguel Francis Navarra is a remote worker on Himalayas, Operations Supervisor at Teleperformance Phil., based in Philippines.

Source: https://himalayas.app/@miguelfrancisnavarra

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

| Detail | Value |
| --- | --- |
| Availability | Open to opportunities |
| Location | Philippines |
| Authorized to work in | Philippines |
| Job categories | Service Operations Supervisor, Service Operations Supervisor, Subject Matter Expert, Customer Experience Supervisor, Team Lead, Training Specialist, Entry Level Escalation Specialist, Booking Specialist, Field Operations Supervisor, Healthcare Operations Supervisor, Utility Operations Supervisor, Operations Manager, QA Analyst |
| Skills | Team Leadership, Coaching, Performance Monitoring, Data Analysis, Escalation Management, Amadeus (Altea Reservation), Sabre, Oracle, TalkDesk, Customer Service, Booking Reservation Handling, Root Cause Analysis, Salesforce |

## What I'm looking for

```text
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.
```

## About

```text
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

### Operations Supervisor (current)

Teleperformance Phil.. Apr 2025 - Present

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

Skills: Team-Leadership, Coaching, Performance-Analysis, Escalation-Management, SLA, Customer-Service, Data-Driven-Decision-Making

### Subject Matter Expert

Teleperformance Phil.. Apr 2022 - Apr 2025

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

Skills: Sabre, Technical-Support, Training, Troubleshooting, Communication-Skills, Escalation-Management, Salesforce

### Customer Service Representative

Teleperformance Phil.. Mar 2021 - Apr 2022

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

Skills: Customer-Service, Reserving, Sabre, Coordinating-Cases, Root-Cause-Analysis, CRM, Communication-Skills

### Complaint Resolution Officer

Chateau 1771. Nov 2019 - Mar 2020

```text
Served elite clientele in a fine dining setting, resolving guest complaints and delivering high-quality French-style service under pressure.
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Skills: Guest-Relations, Hospitality, Attention-To-Detail, Service-Recovery

### Bartender / Server

Raffles & Fairmont Makati. Nov 2017 - Feb 2019

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

Skills: Bartending, Multitasking

## Education

### Colegio de Sta. Teresa de Avila

Bachelor of Science, Hotel and Restaurant Management. 2014 - 2017

```text
Completed a Bachelor of Science in Hotel and Restaurant Management, focusing on hospitality operations and service management.
```

## Tech stack

- Salesforce
- Gmail
- Root Cause
- Talkdesk

To contact Miguel Francis, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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