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
Training & Certifications
Leadership and Quality Assurance Training — Alorica
Team Manager Training and Leadership Skills
Quality Analyst Training — Customer Service
Lucky Anthony Gaston · Candon City, Ilocos Sur, Philippines[email protected] Busterkeaton