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Razell Montenegro

@razellmontenegro

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Process professional with expertise in customer service, process improvement, and data analysis.

Philippines

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What I'm looking for

I seek roles where I can improve processes, support customers, and collaborate cross-functionally in a metric-driven, growth-oriented environment.

I am a process-focused customer service professional with extensive experience across contact centers, technical support, ticketing operations, and hospitality reservations. I consistently identify process inefficiencies and implement solutions that improve productivity, accuracy, and customer satisfaction, with hands-on experience using CRM and reservation systems.

I bring strong communication, critical thinking, and collaboration skills demonstrated through roles at Teleperformance, Sykes, Genpact, and Royal Caribbean, where I handled escalations, reconciliations, upselling, and cross-department coordination while meeting metric-driven performance targets.

Experience

Work history, roles, and key accomplishments

Club Royale Representative

Royal Caribbean International

Aug 2025 - Dec 2025 (4 months)

Delivered high-touch service to Club Royale members, managed end-to-end cruise reservations and reconciled financial transactions while meeting sales and quality metrics to drive guest retention and revenue.

CRM Reserving Upselling Guest Relations Salesforce

Process Associate

Genpact Philippines

Aug 2022 - Jun 2024 (1 year 10 months)

Analyzed long-term care insurance policy applications to improve accuracy and reduce processing time while resolving escalations and implementing collaborative tools to streamline cross-department communication.

Policy Analysis Escalations Process Improvement Data Analysis Cross Functional Collaboration Documentation CRM Quality Assurance

Customer Service Representative

Sykes

Jul 2021 - Aug 2022 (1 year 1 month)

Managed telco customer inquiries and ticket operations, reducing average handle time and optimizing seat allocation and will-call processes to improve customer satisfaction and event profitability.

Customer Support Ticketing Dynamic Pricing Vendor Management CRM Process Optimization Communication

Technical Support Representative

Teleperformance

Oct 2018 - Jul 2021 (2 years 9 months)

Provided technical and billing support across telco and healthcare accounts, troubleshooting complex issues, documenting cases in the case management system, and improving customer satisfaction through timely resolutions.

Technical Support Billing Support Troubleshooting Case Documentation Product Knowledge CRM Empathy