Geizel Magno

Geizel Malumay Magno 384-G. Capt. Jose st. San Antonio Cavite City Philippines, 4100 Mobile: -- Travel Consultant / 5Years’Experience in Call Center Settings Polished, professional travel consultant offering: Three years of experience providing customer support in busy call center environments for Cruise ship Centers employers. An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty. Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes. Experience Senior Travel Consultant 09/2016 - 03/2017, Flight Centre Travel Group South East Asia, Philippines Handle customer inquiries regarding travel vacation. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Key Accomplishments:  Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (AHT, QA, FCR, SALES).  Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s primary trainers of new and established employees.  Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.  Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations. Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity. Travel Consultant (Air Ticketing Reservations) 6/2014-08/2016, Sutherland Global Services, Philippines Handle customer inquiries regarding flights for their upcoming cruise. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Key Accomplishments:  Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (AHT, QA, FCR, SALES).  Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s primary trainers of new and established employees.  Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.  Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.  Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity. Part time Online English Teacher (Home Based) Bibo Global Opportunities 08/2016-01/2017 - Teaching English Online for Korean and Japanese Students. - Giving them corrections, help them ACE their scores in their upcoming exams. Full Time Online English Teacher (Office Based) CETT, Ortigas 03/2017 - 04/2017 - Teaching English Online for Korean Students. - Helping them with their TOEFL, OPIC, Business English exams and correcting their grammar lapses. - Assessing their level of English if they can step up another level. Virtual Home Insurance Agent (Home Based) Centurion Realty Group 06/2017 - Present - Quoting home owners insurance for their Home, Flood and Auto. - Training new members for the process of how to quote insurance - doing reports every end of the shift and make sure to send it to our Boss. Travel Consultant (Corporate Travel) 1/2009-9/2013, IGT, Philippines Handled incoming calls from employees and VIPs of different companies all through out the US. Providing them excellent service for making their Travel Arrangements. Giving them options to have the best itinerary whether it is for business or leisure. Key Accomplishments: Recognized as “#5Travel Consultant” (out of 30 reps in division) in 2005.  Ranking was based on accuracy, customer service, duration of calls and availability. Co-developed on-the-job training program that reduced training time from eight  weeks to five. Contributed to an 8% sales increase in 2005 by improving lead-generation and  sales-tracking techniques. Trainings 10/2005-11/2008, Junior Programmer Trainee, Ninoy Aquino International Airport, Philippines As a junior programmer, responsibilities includes:  Creating a program that will improved the Cargo Flight Times System  Monitoring all the networking systems inside the Airport  Manage system issues and make sure that it will be fixed on the same day. Skills Skill Name Skill Level Last Used/Experience Customer Service Expert Currently used/5 years CallCenter Service Operations Expert Currently used/5 years Expert Currently used/5 years Booking Flights Sales Lead Generation Expert Currently used/5 years Data Entry Expert Currently used/5 years Multiline Phone Use Expert Currently used/5 years MS Word, Excel and Access Intermediate Currently used/5 years Additional Information   Willing to relocate Willing to travel up to 100% of the time