Arlene Sebastian

 Arlene Sebastian Cavite, Philippines--/ Skype ID: Arlene Sebastian A proven professional, with a remarkable record in achieving business excellence, exhibiting core competencies in strategic sales and creating new business opportunities. Armed with an unmatched superiority in developing and implementing customer service tactics for a culturally diverse customer base. Exceptional customer satisfaction scores and higher client retention attained through unique relationship development initiatives. Seeking a decisive role in a dynamic organization to contribute leadership and interpersonal skills that promote innovation and growth, both, for the personnel and the organization. Work Experience: AIRLINE TICKETING REPRESENTATIVE Interglobe Technologies Philippines World Ventures (January 2017 –Present) Achievements Increased overall sales and online conversion. Consistently achieved high-quality assurance ratings. Suggested a new tactic to lessen the number of back log email inquiries, resulting in hitting the 95% service level within a month. Consistently hitting agent target resulting on being the top performer of the team. Key Responsibilities Handled ticket reservations, cancellations, alterations, and informing customers when a flight has been delayed or cancelled. Assigned / arranged seats for passengers and rebook passengers who missed their flights. Answer questions regarding schedules, fares, hotel booking and vacation packages. Interact with clients through live chat and email for their concerns regarding their flights, availed vacation package and hotels. INTERNATIONAL TRAVEL CONSULTANT Expedia Sales Inc. (September 2012 – December 2016) Key Responsibilities Managed to issue airline tickets for un-ticketed passenger itineraries using Airline tools ( Amadeus and Sabre) Responsible in calling different airline groups if there’s any error in deriving the ticket for a specific reservation. Responsible in contacting the passenger to advise and notify them of the schedule changes that were initiated by the airline and make sure to provide alternative and the best option available. TECHNICAL/CUSTOMER REPRESENTATIVE VTech Canada/Toys (January 2007 – September 2012) Achievements As the team POC, I collate call sheets and ensure that team members are logging all necessary call information into our client based platform whenever the team lead was unavailable. Train and mentor new staff members.  Assigned as Team Lead for VELP-Toys Division during ramp season. Serve as an escalation point for customers with challenging issues. Promoted as Quality Specialist Key Responsibilities Assisting customers regarding different product related concerns. Resolves online queries via email and live chat.  Assisted customers with all issues, including troubleshooting product issues, providing product and company information, and processing returns and refunds.  Answer inbound tech support calls and make outbound calls to customers as needed. Thoroughly troubleshoot, investigate and resolve customers’ phone and educational toys related problems. Sending e-mails to customers about their queries and about troubleshooting. Post-sale customer service Education and Credentials City of Malabon University - Bachelor of Science in Information Technology Competencies Service and support Courteous demeanor Strong and reliable time management Problem solving/troubleshooting Time Management Commitment to career Trustworthiness & Ethics Decision making / Leadership