Profile
Customer service professional with 3+ years of progressive BPO experience, most recently as a Team Manager leading 40 agents on an Amazon US/UK retail account at Alorica Teleservices — promoted through four roles in under two years. Recently gained additional account exposure in hospitality reservations for Hyatt Hotels & Properties at Teleperformance. Skilled in performance coaching, quality auditing, escalation handling, and maintaining service standards across high-volume, multi-channel support environments. Currently available and open to full-time or part-time Team Lead, Quality Assurance, Customer Service, and Hotel/Travel Reservations roles.
Core Competencies
Team Leadership & Coaching
Quality Assurance & Call Auditing
Customer Service (Voice / Chat / Email)
Inbound & Outbound Support
Hotel & Travel Reservations
Booking, Cancellation & Modification Handling
Performance Management
Escalation Handling
Process Improvement
CSAT & KPI Monitoring
Microsoft Excel & Reporting
Training & Mentoring New Hires
Professional Experience
Amazon US & UK Retail — Inbound/Outbound Voice Support
- Lead and manage a team of 40 customer service agents handling Amazon US/UK retail accounts, overseeing daily performance, coaching, and escalations.
- Promoted to this role after progressing through three prior positions within the same account in under 18 months.
- Drive team-level adherence to quality, attendance, and customer satisfaction targets through regular coaching sessions and performance reviews.
- Audited customer interactions for compliance, accuracy, and service quality against Amazon program standards.
- Provided structured feedback to agents to improve quality scores and reduce repeat errors.
- Mentored newly hired agents on call handling, systems, and customer service standards during onboarding and ramp-up.
- Supported team leads in monitoring new-hire performance during probationary periods.
- Handled inbound and outbound customer calls for Amazon US/UK retail accounts, resolving order, billing, and account inquiries.
- Consistently met productivity and quality targets, leading to promotion within four months.
Hyatt Hotels & Properties — Reservation Specialist
- Processed hotel bookings, modifications, and cancellations for guests, ensuring accurate reservation details and rate information.
- Handled guest inquiries on room availability, hotel policies, and amenities for an international hospitality account.
- Applied strong attention to detail and service recovery skills to maintain guest satisfaction in a fast-paced reservations environment.
Earlier Experience
Marketing & Promotions, Social Media Management — Smart Telecommunications
Oct 2019 – Jan 2022
Sales Specialist, Consumer & Cash Loans Processing — HCPH Consumer Finance
Jun 2017 – Mar 2018
Education & Training
Education
Bachelor of Science in Electrical Engineering
Saint Louis University, Baguio City
Training & Certifications
- Leadership and Quality Assurance Training — Alorica
- Team Manager Training and Leadership Skills
- Quality Analyst Training — Customer Service