Fhamela Buban

Fhamela Buban Manila, Philippines-WhatsApp: - Summary With over 8 years of professional experience, I have honed a versatile skill set in customer service, sales, billing operations, team leadership, and training facilitation across diverse industries, including technology, travel, finance, and telecommunications. My career highlights include: Customer Service Excellence: Consistently delivered top-notch support by resolving customer inquiries, complaints, and technical issues via multiple channels, such as phone, email, and live chat, ensuring high customer satisfaction. Sales and Client Relations: Successfully collaborated with clients to understand their needs, offer tailored solutions, and recommend strategic options, resulting in repeat business and strengthened customer loyalty. Team Leadership and Mentorship: As a team lead, I motivated and guided teams to achieve ambitious goals, mentored junior staff for professional growth, and acted as an escalation point for complex issues. Billing and Operations Expertise: Managed billing operations, including credit processing, refunds, and payment arrangements, while leveraging analytical skills to identify trends and improve operational efficiency. Training and Development: Facilitated training programs, organized sessions, and maintained training materials to support both new hires and seasoned employees, fostering a positive learning environment. Project Management: Collaborated with senior management on project timelines, milestone tracking, and crossdepartmental coordination to ensure alignment with company objectives. Industry Tools and Compliance: Proficient in tools like Amadeus GDS, with a strong commitment to data security and compliance with regulatory standards. Driven by a passion for excellence, I take pride in my ability to analyze performance metrics, enhance processes, and deliver results that align with organizational goals. My adaptability and commitment to professional growth have been integral to my success in both remote and on-site roles. Experience Sales Specialist | Team Lead INVI TECHNOLOGIES INC. 11/2021 - Present Demonstrated ability to motivate and guide teams toward achieving ambitious goals Analyzed performance metrics and provided regular reports to senior management, offering insights into team achievements, areas for improvement, and future strategies Collaborated with senior management to define objectives, establish priorities, and align team efforts with overall company goals Acted as a point of escalation for complex issues, collaborating across departments to find solutions and maintain customer satisfaction Assisted in project management tasks, including organizing project timelines, tracking milestones, and collaborating with remote teams Maintained confidentiality and data security while handling sensitive information and adhered to privacy regulations Billing Specialist VALOR GLOBAL 07/2020 - 01/2022 Worked to resolve complaints, problems or respond to questions while demonstrating professionalism and courtesy with customers Delivered prompt and knowledgeable responses to client questions and complaints, and expertly guided customers through fundamental troubleshooting and setup procedures Managed refund and credit processing, while also providing guidance to clients regarding payment arrangements Served as the go-to resource for colleagues, offering expert insights and guidance on intricate topics Acted as a mentor to junior team members, providing guidance and fostering their professional growth Leveraged analytical skills to assess data, trends, and performance metrics, offering valuable insights to inform strategic planning and improvements Travel Sales Consultant DYNINNO GROUP 11/2019 - 06/2020 Collaborate with clients to understand their travel preferences and requirements, offering personalized travel itineraries and suggestions. Research and recommend travel packages, accommodations, transportation, and activities based on client preferences, budgets, and seasonal trends. Book flights, hotels, car rentals, and other travel services while ensuring adherence to clients' preferences and budgets. Stay informed on travel industry trends, including new destinations, promotions, and regulations, to provide upto-date recommendations. Provide clients with detailed itineraries, including travel documents, booking confirmations, and relevant travel tips. Assist with travel-related concerns, such as changes in itineraries, cancellations, or special requests, ensuring client satisfaction at all stages of their journey. Build and maintain relationships with clients, ensuring repeat business and referrals Amadeus GDS Expert Training Assistant | Sales Representative TELEPERFORMANCE 03/2018 - 11/2019 Experienced training assistant with a proven track record of facilitating successful learning programs Skilled in organizing and coordinating training sessions, managing training materials, and providing essential logistical support Proficient in fostering a positive learning environment and ensuring seamless training experiences for agents Strong attention to detail and excellent communication skills to assist trainers and participants alike Assisted in the planning, scheduling, and execution of training programs for both new hires and existing employees Managed training materials, ensuring their availability and distribution to participants in a timely manner Supported trainers in setting up training rooms, arranging equipment, and preparing multimedia presentations Facilitated registration and check-in processes for training sessions, ensuring participants were well-informed and comfortable Contributed to the development of training materials, updating content as needed to reflect changes or improvements Inbound Customer Service Representative COLLECTIVE SOLUTION PHILIPPINE 06/2016 - 03/2018 Responded to customer inquiries via phone, email, and live chat, providing accurate information and resolving issues promptly Addressed customer complaints, concerns, and product-related inquiries, ensuring timely and effective resolutions to maintain customer satisfaction Processed orders, returns, exchanges, and refunds in accordance with company policies, ensuring that transactions were completed smoothly and efficiently Assisted customers with troubleshooting product or service issues, offering step-by-step guidance to resolve problems and ensure a positive experience Managed and updated customer accounts, including maintaining accurate records of interactions and transactions for future reference Identified and escalated unresolved issues to higher-level support teams, ensuring that customer concerns were addressed in a timely and thorough manner Worked closely with other departments, such as sales and technical support, to provide seamless service and accurate product information Skills Customer service, Time management, Leadership, Report Preparation, Spreadsheet management, Appointment scheduling, Email management, Google Suite, Microsoft Office, Salesforce, Asana, Canva, Graphic Design