Albert Bumalay Latonero
Professional Summary
Results-driven Customer Service Associate (Travel and E-commerce) with over 3
years of experience at Sutherland Global Services. Skilled in handling complex client
inquiries, providing high-quality support, and maintaining customer satisfaction in
fast-paced BPO environments. Experienced in E-commerce support, order tracking,
returns, and cold calling for financial and sales accounts. Adept at communication,
problem-solving, and process improvement. Seeking to leverage expertise in
customer service and operations to contribute to a dynamic organization.
Work Experience
Sutherland Global Services Philippines, Inc.
Customer Service Associate – Travel
Jan 2021 – May 2024
Delivered customer support for clients in the travel industry, ensuring timely and
accurate resolutions.
Handled escalated cases professionally, maintaining an average 95% customer
satisfaction score.
Processed travel-related requests including bookings, changes, and cancellations
in compliance with client policies.
Met KPIs such as AHT, CSAT, and FCR in a high-volume environment.
Recognized as Top Performer for 3 consecutive months.
Freelance / Other BPO Experience
E-commerce Support & Cold Calling
Provided customer support for Shopify and Amazon platforms, managing order
tracking, returns, and product inquiries.
Conducted cold calling for financial and sales accounts, including Fusion Parkwest, generating leads and resolving client questions.
Ensured timely follow-ups and maintained quality service standards.
Worked with teams to improve workflows and enhance customer satisfaction.
Financial Credit station debt collector
Financial Parkwest sales agent my back wallet, my full wallet, and my quick
wallet
Education
Cumadcad National High School – HUMSS Strand
Key Skills
Customer Service & Client Support
Travel Process Knowledge (Booking & Reservations)
E-commerce Platforms (Shopify, Amazon)
Cold Calling & Sales Support
Problem-Solving & Conflict Resolution
Communication & Interpersonal Skills
Time Management & Multitasking
BPO Tools & CRM Software (Salesforce, Amadeus, Sabre)
Certifications / Trainings
BPO Training Certification – Sutherland Global Services (2021)
Additional Information
Flexible with night shifts and rotational schedules
Strong adaptability in high-pressure environments
