GEBIE O. ARCENAL
965 Larrobis Compound, Ward II
Minglanilla, Cebu, Philippines 6046
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Professional Summary
Experienced customer service agent who exhibits a
professional demeanour and excellent communication and
interpersonal skills. Ability to perform multiple tasks with attention to
detail in a fast-paced and shifting priority environment.
Competencies
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Computer Proficiency
Computer Literate.
Flexibility.
Leadership.
Problem Solving/ Analytical Skills.
Trained for 6 GDS’ (SABRE, Amadeus, Worldspan, Apollo, Shares, Deltamatic).
Skilled to use Gmail Streak.
English Language Fluency.
Experiences
1. Position: Support Agency Manager
Company: Travelmax LLC
June 2019 until Present
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Manages the off-shore after hours team.
Takes care of corporate and leisure bookings through Streak, Amadeus, and Gmail.
Works on agents schedule and shifting.
Settle payments and compensation for the team.
Initiates training and roll out updates.
Recruit and hire agents.
2. Position: Frequent Flyer Specialist
Company: Propeller Travel - UK
March 2019 until Present
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Work on British Airways travel upgrades.
Takes care of Virtuoso bookings.
Answer calls and email for leisure and corporate travelers.
3. Position: Corporate Travel Consultant
Company: Casto Travel Philippines - Vision Travel
May 2017 until March 2019
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Responds to phone calls and emails from business travelers based in Canada and the
United States for reservation assistance.
A fulfillment agent catering back office workloads, checking queues for initial
ticketing/rejects, process exchanges, cancellations and refunds.
4. Position: Corporate Travel Consultant
Company: Eperformax Contact Centers - Upside
July 2016 - April 2017
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Attends calls from business travelers who are in need of assistance to their business travel
package.
Caters all types of processes for corporate bookings. (Voluntary and Involuntary
Exchanges; Full and Partial Refunds, Manual Ticketing, etc.)
Part of the Savvy Navvy team, Phone team, e-Travel Alerts Team, Additional Traveler
Team, Chat/ Email Team and Task Manager Team.
5. Position: Process Associate
Company: Interglobe Technologies - Expedia APAC POS
March 2016 - June 2016
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Processes flight, hotel, activities, packages, etc. for Asia Pacific Region mainly Singapore
and Malaysia.
Takes care of tickets rejected by the ticketing platform and manually issuing tickets via
SABRE.
Handles all types of Exchanges (voluntary and involuntary) to address customer’s needs.
Handles all types of Refunds (voluntary and involuntary) based on customer’s requests.
Attends calls from travel agents of Expedia that needs manual calculation of fare and
needs assistance in fare rule interpretation.
6. Position: Assistant Trainer
Company: Interglobe Technologies - Expedia
June 2015 – March 2016
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Facilitates new hires training which caters Sabre, Amadeus and Worldspan Pre-process
curriculum as well as Process Training which involves all client specifics and requirements.
Submits daily and weekly reports, including daily topics discussed, activities and
assessments made, challenges and resolutions.
Creates monthly knowledge checks for trainees and for agents on the operations in-line
with the updates given by the client.
Rolls out new processes or new tools to the whole operations team.
Attends and transacts training and meetings with the client.
Analyse agent’s scores and provide coaching, feedback and suggestions to agents
when necessary.
7. Position: Process Associate
Company: Interglobe Technologies - Expedia
August 25, 2014 – June 2015
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Process Involuntary changes and refunds for flight reservations housed in Sabre,
Amadeus and Worldspan.
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This caters bookings from Expedia, Travelocity, Hotwire, EAN, Orbitz and Cheaptickets.
8. Position: Account Executive
Company: Aegis Peoplesupport Inc. - Orbitz and Cheaptickets
March 30, 2012 – August 20, 2014
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Handles inbound calls for flights, hotel, car rental, insurance providers and attractions
and services.
Assist calls from merchants (Airline Representatives, Hoteliers, Insurance Provider, and Car
rental Operators, Banks, etc.).
Education
Bachelor of Secondary Education - Major in English (ETEEAP), 2019
Arellano University, Legarda - Manila, Philippines
Bachelor of Secondary Education- Major in English, from 2009 to 2011
Cebu Normal University, Cebu City, Philippines
Personal Information
Birth date
Civil Status
Spoken Language
Character Reference
Available upon request.
: October 6, 1992
: Single
: English, Filipino (Tagalog & Cebuano)
