yvonne sony

I’m a highly detail-oriented Customer Service Representative with proven experience managing high call volumes, resolving customer issues, and maintaining accurate documentation. I follow structured processes and SOPs to deliver consistent service with a low error ratio.

In my remote travel role, I managed a high-volume desk for a specialized USA client base, handling 60+ inbound and outbound calls daily. I used an online Client Management System (CMS) to track leads, document customer preferences, and streamline end-to-end booking.

I convert marketing leads into confirmed travel through proactive outbound calling and personalized consultations. I also resolve urgent disruptions like flight cancellations, schedule changes, and rebooking—while maintaining a 95%+ client satisfaction rate.

Previously, I strengthened customer support operations by handling high-volume inbound calls, resolving complaints efficiently, following SOPs, and escalating complex issues with precise documentation. I’m comfortable working independently in remote environments, including VoIP phone systems, and I support US time zones.