Freelance Copywriter | Senior Customer Support Specialist | Travel & Fintech Expert | Salesforce & Zendesk
About Me / Profile Overview
Experienced Customer Support & Operations Specialist with 10+ years of track record in travel planning, financial services, and multi-channel customer care.
Hi! I am a dedicated and results-driven Customer Support Professional with over a decade of hands-on experience helping global businesses deliver exceptional service. My background spans international travel logistics, airline reservation management, financial account support, and regulatory compliance.
Whether you need a reliable virtual assistant, a skilled travel planner, or a tech-savvy customer support specialist, I bring a proven record of maintaining high accuracy, navigating complex workflows, and keeping client satisfaction high.
Core Skills & Specialties
Customer Support & CX: Voice, Live Chat, and Email Support; First-Contact Resolution (FCR); Escalation Handling; Billing & Refund Inquiries.
Travel & Logistics: End-to-End Travel Planning, Itinerary Management, Global Airline Reservations, Amadeus GDS, Fare Rules & Ticketing.
Compliance & Back Office: KYC Verification, Compliance Audits, Financial Data Integrity, Account Management.
Tools & Software: Salesforce CRM, Zendesk, Amadeus GDS, Microsoft Office Suite, Payment Processing Platforms.
Work History Highlights
Account Specialist | TDCX Malaysia (Feb 2022 – Feb 2026)
Delivered multi-channel support across voice, chat, and email.
Handled complex billing adjustments, financial transaction troubleshooting, and KYC/compliance verification with 100% adherence to regulatory standards.
Customer Service Representative | Wipro (US Airline Account) (Jan 2019 – Nov 2021)
Managed global airline reservations, cancellations, and complex itinerary modifications using Amadeus GDS.
Achieved a 95% First-Contact Resolution rate for international travelers.
Passenger Services Agent | NAS Kuwait & MIASCOR (Nov 2014 – Aug 2018)
Managed airport operations, passenger documentation verification, and high-pressure conflict resolution for international flights.
Education
Bachelor of Science in Tourism – University of Cebu, Philippines
Why Hire Me?
Proven Remote & Technical Efficiency: Fluent in industry-standard CRM tools like Salesforce and Zendesk, as well as remote communication workflows.
High Accuracy & Reliability: Consistent track record of maintaining high accuracy rates in fast-paced, high-volume environments.
Adaptable & Client-Focused: Strong communication skills with an approachable, professional tone suitable for global clients.
