James Richard De Castro

JAMES RICHARD DELA PEÑA DE CASTRO OBJECTIVE A motivated customer support professional aiming to leverage hands-on experience in email and chat support and solid knowledge of travel accounts to contribute to a fast-paced and customer-focused organization. EDUCATIONAL TERTIARY 2006 to2010 Bachelor of Science in Information Technology Quezon City Polytechnic University WORK HISTORY DATA PROCESSOR REFUND AGENT Oct2023 -Process refunds for canceled, rescheduled, or disrupted flights in accordance with company and regulatory policies -Maintain accurate records and documentation of all refund transactions TRAVEL COUNSELOR II Jan2022 – May2023 5/F Three West Campus, Le Grand Ave. McKinley West Taguig City -Provides consultative customer support services to clients via multiple regions. -Creates and completes travel arrangements (car, hotel, air, rail). -Responding to customer travel queries in a timely and accurate way, via chat. SUBJECT MATTER EXPERT (Tier2) Jun2015–Dec2021 Teleperformance, Legazpi Village Makati City -Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution. -Using of advance tools on assisting customer with their flight reservations. (Sabre and Amadeus) -Resolve customer complaints via phone and email. CUSTOMERSUPPORTREPRESENTATIVE(Tier1) Oct2014–May2015 Aegis People Support Inc., Legazpi Village Makati City -Arranging flights, hotel accommodation and car reservations. -Answers questions on confirming reservations. SALES SUPPORT REPRESENTATIVE Apr2014–Sep2014 Aegis People Support Inc., Ortigas Ave. Pasig City -Assist customer on filing for a student loan. -Explains information about the coverage of the loan product. COMPUTER LABORATORY ASSISTANT- De La Salle University, 2401 Taft Ave. Manila City -Implements Computer Laboratory Policies -Attended IT conferences and networking events. TECHNICAL SKILLS -Proven ability to manage multiple tasks simultaneously while maintaining the quality of results. -Excellent knowledge on native GDS (Sabre and Amadeus). -Proven customer support experience. -Strong phone contact handling skills and active listening. -Customer orientation and ability to adapt/respond to different types of characters. -Ability to multi-task, prioritize and manage time effectively.