Open to opportunities

Precy Sectel

@precysectel

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Customer Support Specialist specializing in airline reservations, escalations, and payment processing.

Philippines

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What I'm looking for

I’m looking for a customer support role where I can handle escalations, manage bookings and transactions, and improve service quality—working in a fast-paced environment with clear guidelines, growth opportunities, and a team that values excellent customer outcomes.

I’m a results-driven customer support specialist with over 10 years of experience in administrative support, sales, and customer service. I’m highly organized and detail-oriented, committed to delivering excellent customer service in fast-paced environments, while using strong client communication and transaction processing to drive results.

In recent roles, I managed flight bookings, rescheduling, and cancellations; processed payments, refunds, and ticket exchanges; and handled escalation calls with empathy and confidence. I also supported quality and coaching as a Customer Service Representative/Quality analyst, investigated fraud as a Fraud Analyst/Collection Agent, and managed high-volume calls while following PPI and PCI guidelines.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Sitel Philippines

Mar 2023 - Feb 2026 (2 years 11 months)

Handled flight reservations and customer service escalations, including educating potential customers to close deals. Monitored price changes and processed ticket exchanges, refunds, and payment transactions.

Flight Reservation Customer Escalation Outbound Sales Fare And Service Updates Payment Processing Delay Notifications

Admin Assistant / Medical Receptionist

Nutrition Health and Wellbeing

Jan 2022 - Feb 2023 (1 year 1 month)

Booked, rescheduled, and coordinated multiple appointments while managing call and client inquiries. Generated invoices after consultations and processed payments and refunds using company systems.

Appointment Scheduling

Fraud Analyst / Collection Agent

Convergys - Concentrix

Jan 2019 - Sep 2021 (2 years 8 months)

Investigated suspicious activity and analyzed transactions to detect potential fraud and patterns. Placed account holds and blocked cards to prevent losses while handling high volumes of inbound and outbound collection calls.

Fraud Investigation Transaction analysis Account Holds And Card Blocking Inbound Calls Credit Card Collections

Customer Support Specialist

Sitel Philippines

Jan 2016 - Dec 2018 (2 years 11 months)

Managed airline bookings, rescheduling, and cancellations while notifying clients of delays. Processed payments, refunds, and ticket exchanges and handled customer escalation calls.

Customer Escalation Payment Processing Outbound Sales

Customer Service Quality Analyst

Concentrix

Sep 2012 - Dec 2015 (3 years 3 months)

Provided empathetic customer support via email and phone, supporting deal closure and processing transactions and payments. Performed quality assurance by evaluating calls and providing feedback and coaching to agents.

Customer Service Email Support Quality Assurance Call Evaluation Payment Processing