Ara De Guzman

Ara De Guzman 704 A-9 Apelo Cruz St., Pasay City-- OBJECTIVES: Seasoned BPO professional with nearly 6 years of experience and a strong background as a Subject Matter Expert. To secure a challenging career opportunity in a reputable company where I can leverage my skills and training while contributing to organizational growth. WORK EXPERIENCE Shoreside Cruise Representative Royal Caribbean Cruises Ltd November 2023 - July 2024 ● Managed guest relations and ensured exceptional customer experiences on board. Resolutions 2 Case Manager/SME Telus International Philippines January 2019 - March 2023 Airbnb ● Delivered high-quality customer support for diverse clients. Handled escalated customer issues with a focus on prompt resolution and customer retention. ● Investigated and resolved complex customer cases, ensuring adherence to company policies and procedures. Uber ● Provided expertise, training and support to customer service teams, handle escalated and complex issues, process improvement and quality assurance. ______________________ Additional Work Experience: 24/7.ai October 2018- January 2019 TechMahindra October 2016 - April 2017 Omniglobe International August 2016 - September 2016 EDUCATIONAL BACKGROUND Secondary Don Bosco School, Manila - 2014 Primary Apelo Cruz Elementary School - 2011 CHARACTER REFERENCE Jonathan Visquera Merycil Frias Charles Hafalia Supervisor Supervisor Supervisor -