Divine Grace Andrade

DIVINE GRACE S. ANDRADE -•-|https://www.linkedin.com/in/divine-grace-andrade-a16a59324/ SKILLS Exceptional Communication Skills ●​ Effectively conveying information and solutions across diverse industries and customer needs. Multitasking and Time Management ●​ ●​ Managing high-volume customer interactions across multiple channels Prioritizing urgent requests and ensuring quick response times Appointment, Booking and Reservation Management ●​ Proven ability to assist clients in booking flights, hotels, and car reservations, while tailoring travel solutions to meet individual preferences. Experienced in managing escalations and delivering a superior travel experience. Adaptability and Keen to details ●​ ●​ I thrive in fast-paced environments, quickly adapting to new processes, tools, and challenges with ease.. Meticulous in ensuring accuracy and precision in every task, whether it's processing orders, managing data, troubleshooting issues, or delivering personalized solutions that meet customer needs. EXPERIENCE TTEC | Quezon CIty, Philippines Customer Service Representative ( Amazon, eBay, DoorDash ) ●​ ●​ ●​ ●​ ●​ ●​ Feb 2018 – Jul 2021 Serve as the first point of contact for customers, assisting by phone, email, and chat to address inquiries, resolve issues, and enhance their experience. Process orders, assist with tracking shipments, and handle returns, refunds, and exchanges while ensuring accuracy and compliance with company policies. Offer guidance on product features, account management, and platform navigation to help customers make informed decisions. Accurately document customer interactions and maintain records for future reference and quality assurance. Maintain a thorough understanding of company policies, ensuring all actions comply with guidelines while prioritizing customer satisfaction. Used Salesforce Service Cloud, Stripe, Dashboard, CRM and Google Suites CNX| Pasig City, Philippines Travel Advisor/ Customer Service Representative Aug 2021 - Dec 2022 ●​ ●​ Help customers manage and book flights, hotels, car rentals, and travel packages based on their preferences and budget. Address inquiries via phone, email, or chat, providing clear and accurate information about travel itineraries, policies, and services. DIVINE GRACE S. ANDRADE -•- https://www.linkedin.com/in/divine-grace-andrade-a16a59324/ ●​ ●​ ●​ ●​ Research and present tailored travel options, including accommodations, tours, and activities, to create memorable travel experiences. Process and confirm reservations, handle modifications, and manage cancellations or rebookings as needed Work with airline, hotel, and rental car databases to provide accurate and real-time information. Used Travelport ( GDS\Worldspan) Microsoft Teams / Slack, Hertz, Avis, Enterprise, Salesforce Service Cloud IntealAssist Inc | Quezon CIty, Philippines Tech &Sales Representative ●​ ●​ ●​ Dec 2022- Jul 2023 Resolving product/service issues, troubleshooting problems, providing ongoing technical assistance, and providing help and support with installation, customization, maintenance, and upgrading of a particular product. Upselling and offering product warranty and promotions for their appliances by receiving inbound calls and doing outbound calls. Used SAP CRM, Google Suites & Slack, Salesforce Service Cloud Peak Support Global | Taguig City, Philippines Dedicated Case Manager ●​ ●​ ●​ ●​ ●​ ●​ ●​ Aug 2023 – Aug 2024 Respond promptly to customer inquiries via phone, email, or chat. Update customers with real-time information on service status and delivery schedules Assign and route drivers efficiently to optimize service performance. Assign and route drivers efficiently to optimize service performance. Monitor and track driver activities to ensure schedule adherence. Use dispatch and tracking software to monitor workflow and performance metrics. Maintain accurate records of dispatch activities, including call logs and service reports. Used Excel Word, Microsoft Suites, Google Suites, Time DoctorSlack Swoop & Dynamics Salesforce EDUCATION 1999 – 2003 ERICO T. NOGRALES NATIONAL HIGH SCHOOL High School Diploma