Christine Legaspi

CHRISTINE GRACE ROXAS-LEGASPI Manila, Philippines --Christine.roxas8 Professional Profile I am efficient and experienced professional with over 10 years of experience in travel and tourism industry. Exceptional customer service skills, reliability and a positive attitude. Dedicated team player who enjoys a challenge. Experienced in excellent customer service ensuring best travel needs are provided to the customer. Extensive knowledge of travel software and computer reservation systems and highly skilled communicator that can build long lasting relationships. Expertise     Airline Reservation system: Galileo, Sabre Red, Amadeus, and Apollo Hotel Reservation System: Above Property, Juniper, SunHotels Maker, Online Hotel Management System (Hotelbeds, Expedia, DOTW Connect, GTA), iVector, Rezgate Other reservation system: Streamline, VRBO, Airbnb, Expedia and Tramada Communication: Salesforce, Freshdesk, Slack, Teams, Microsoft Outlook Employment History Roseus Hospitality Position: Guest Service Agent June 2023 to Present       Manage guest issues and inquiries Coordinate with maintenance, cleaners or whoever is responsible for repairing. Process refunds to guests. Assist with Airbnb, VRBO, Booking.com and Expedia bookings Send out check-in and check-out instructions to the guest. Accepts and process payments Bonotel Exclusive Travel Position: Client Services and Data Entry Team Leader April 2021 to June 2023            Answer and manage inbound calls, live chats, emails and other channels of communication from global customers with a sense of urgency Develop strong relationships with new and existing customers Make and manage accommodation bookings made online using the booking platform Manage amendments, cancellations, rebooking and refunds. Sourcing products and services offline with Travel Partners if needed Effectively handle hotel relocations Maintain a positive, empathetic, and professional attitude toward customers at all times Tackle complicated customer issues including complaints. Find solutions relating to monetary disputes and provide refunds where appropriate Manage customer profiles and interactions by accurately using Salesforce. Train new hire employee. Casago- Vacation Rental and Property Management Position: Guest Service Agent August 2020 to February 2021      Assist customers with their inquiries and concerns in English via phone, chat, or e-mail Create and respond to Airbnb Guest Reviews Schedule and reminder cleaners of cleanings Send out lease Agreements and Electronic Signatures Handle Airbnb and VRBO bookings Destinations of the World DOTW / WebBeds (SunHotels, JacTravel, Lots of Hotels) Position: Quality Assurance Analyst December 2015 to May 2020       Regular monitoring of transactions in all various touch points, studying service quality, product knowledge and resolution handling. Responsible in monitoring and coaching of the Global Customer Service team. Conduct audit and coaching sessions provide business reports; identify current and potential issues and possible conflict in process. Hold calibration sessions, training and coaching. Lead, Coach, Develop and Mentor a team of Customer Service Consultants Provide assistance/support to other areas of the business  Reporting, updating manuals, assisting associates with telephone inquiries, and assisting with other types of escalations specific to the department Jayes Travel Position: Virtual Assistant / Project Based - Travel Consultant / Data Entry June 2015 to August 2015    Maintain and generate booking report Responsible and maintain back-office task. Communicate with Hotels and Cruise Line for Guest special request. Tourizz Representative Position: Travel Expert / Customer Service and Data Entry March 2014 to June 2015       Support, assist and agents to maximize efficiency and productivity Manage all supplier agreements for travel agency, airlines, lodging, car rental and other travel related functions. Maintain and generate booking report Handle reservation calls and liaise closely with travel agents and business houses. Resolve all issues and complaints within an established time period. Responsible and maintain back-office task. Travelers Advantage Position: Travel Specialist – Freelance Agent December 2012 to January 2014            Create and manage hotel, flights reservation. Create itinerary and packages all around the globe. Interact with travel coordinators and suppliers. Create travel Itinerary around the world Issue Airline tickets, Refund, Re-validation and Ticket Exchange Create Hotel and Car bookings Plan and sell transportation and accommodations Determine destination, modes of transportation, travel dates, costs, and accommodations required. Assist and resolve clients' travel problems. Work on all reservations created to get better rates. Handle on request bookings and get it confirmed. Travelport Position: Galileo Travel Helpdesk Technician April 2011 to June 2012         Provides helpdesk support service Investigates reasons for problems and solves them for clients Follows up on all outstanding queries timeously within as per SLA with clients Analyzing and solving problems Troubleshooting and establishing hardware issues Ensuring customer satisfaction Provide input for more pro-active support (i.e., repetitive problems). Update logs with progress of solution / investigation on regular basis and update each log with a root cause detail. Affinion Travel (Cendant) Position: Reservation / Customer Service October 2005 to June 2008     Provide travel information over the phone. Typically, this information includes trip planning, car rental, hotel availability, fare information, schedules and other relevant information. Responsible for hotel reservations, ground transportation arrangements such as car rentals Accepts payments over the phone for airline ticket and hotel reservations. Interact with customers to provide information in response to inquiries about products or services and to handle and resolve complaints. AIRFOREX PHILIPPINES Position: Travel Agent June 2002- September 2003   Provide travel information. Typically, this information includes trip planning, car rental, hotel availability, fare information, schedules and other relevant information. Responsible for hotel reservations and flight reservation. Education Graduate of Bachelor of Science in Tourism La Consolacion College, Mendiola, Manila May 2002 Professional Skills          Excellent communication skills and strong telephone manner. Thorough knowledge of reservation system and transaction processing. Strong customer service skills with ability to diffuse difficult situation. Successfully provide a courteous and efficient service. Experience in itinerary and travel packages creation around the world. Advance knowledge in Back-office system Lead, Coach, Develop and Mentor a team of Customer Service Consultants Ability to work independently and in a Team Ability to prioritize and multi task Personal Information Date of Birth: July 8, 1980 Gender: Female Nationality: Filipino Civil Status: Married