Ruffa Bautista

I’m a Senior Customer Support professional with years of experience in multichannel environments, including social media, travel, and AI technology. I’ve become known as a reliable Point of Contact (POC) who streamlines operations, improves system accuracy, and strengthens communication between leadership and front-line teams.

At Yngen Datacom Corp., I optimized AI-generated templates and made the ticket resolution process faster and clearer by implementing and disseminating dedicated procedures. Through detailed quality assurance on tickets from both the LLM and agents, I ensured strict adherence to quality standards and helped generate the feedback and training data needed to improve the LLM’s accuracy and performance.

I also served as a primary POC for Account Management and Operations, facilitating task delegation and information flow while acting as the representative voice to leadership. I trained newly hired agents to navigate the AI application effectively, which contributed to stronger first call resolution rates and more consistent customer support outcomes.

Earlier roles strengthened my ability to handle complex customer concerns with confidence—whether resolving reservation and frequent flyer account issues using Global Distribution Systems (GDS) like Amadeus, Oscar, and Altea, or de-escalating complaints related to bills, service requests, and applications. Across my experience, I consistently prioritize customer satisfaction, calm problem-solving, and continuous process improvement.