Open to opportunities

Veronica Luzon Laranio

@veronicaluzonlaranio

Message

Customer service professional with 4+ years in BPO and hospitality, delivering support across voice, chat, and email.

Philippines

Message

What I'm looking for

I’m looking for a customer-focused role where I can support customers across voice, chat, and email, resolve escalations with empathy, and use Salesforce/Zendesk/Genesys to improve retention and satisfaction in a fast-paced team.

I’m a proactive, detail-oriented customer service professional with 4+ years of experience across BPO and hospitality. I deliver efficient support across voice, chat, and email, handling inbound and outbound customer concerns while keeping communication clear, empathetic, and solution-focused.

I specialize in CRM-driven service using Salesforce, Zendesk, and Genesys, and I’m comfortable navigating property management systems to support booking, check-in, and post-stay processes. Recognized as a top-performing sales representative, I bring strong conversion-oriented communication and calm escalation handling that improves customer retention, trust, and privacy compliance.

Experience

Work history, roles, and key accomplishments

Support Ambassador

Concentrix

Feb 2025 - Jun 2025 (4 months)

Delivered inbound and outbound customer support via chat, email, and voice, resolving issues quickly while maintaining professional standards. Supported guests and hosts through booking to post-stay while handling escalations and navigating property management systems.

Customer Support Inbound Calls Chat Support Email Support Zendesk Genesys Escalation Handling Property Management Systems

Hotel Reservation Specialist

Sutherland Global Services

Apr 2021 - Dec 2024 (3 years 8 months)

Provided prompt, courteous telephone service while managing hotel reservation requests, cancellations, and modifications with high accuracy. Earned recognition as a top-performing sales representative and handled escalated inquiries to improve retention and satisfaction while maintaining guest privacy compliance.

Telephone Customer Service Hotel Reservations Booking Management Escalation Handling Customer Retention CRM Tools