John Paul G. Vicente
WORK EXPERIENCE Royal Caribbean Group:
October 2024 – February 2026
8th and 9th Floor East Tower, One Ayala. Makati City
Royal Way Care Partners (Escalations)
● Handle customer cases escalated from front-line support, including complex service issues,
booking problems, and onboard experience concerns.
● Investigate guest complaints by reviewing reservation details, policies, and communication
history.
● Provide resolutions that balance guest satisfaction with company guidelines and operational
constraints.
● Coordinate with departments such as Reservations, Onboard Guest Services, Shore Excursions,
and Finance.
Prim Short Stays LTD: April 2023 – August 2024
Nottingham, United Kingdom
Guest Communications Specialist
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Served as the representative of the property owners who booked their reservation through
different platforms such as Airbnb and Booking.com
Assisted guest with their inquiries such as extending, cancelling and rescheduling their
reservation
Helped future guests in booking a reservation
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● Answered claims queries such as complaints and bad reviews
Telus International Philippines: March 2019 – September 2022
Corporate Center, Vertis North, 5/F, 3 Mindanao Avenue, Quezon City
Customer Experience Analyst (Quality Assurance Specialist)
● Performed call monitoring and provide immediate feedback to contact center agents to improve
performance concerns
● Participated in internal calibrations with quality team and operations management to ensure
consistent scoring
● Tracked call results and conducted trend analysis based on results of monitoring to improve
quality, aid training needs and provide recommendations to operations management
Convergys Philippines: April 2018 – December 2018
Ground Floor, 7F To 12F & 14F Three Cyberpod Centris - North Tower, Eton Centris. Quezon City
Technical Support Advisor
● Responsible for first-line support and resolution of all technical issues, including software and
hardware configurations, smart phones, mobile devices, and remote access
● Attended trainings to be updated on the latest trends on the technology
● Booked repair visit schedules to have the unit checked
Transcom Worldwide Philippines: February 2015 – September 2017
Brgy. Wack-wack, Greenhills, Mandaluyong City
Technical Support Representative
● Provided technical support via phone, chat and email by resolving diverse range of technical
concerns across multiple systems and applications for customers and end users
● Documented support for interactions for future references
● Assisted customer in identifying issues and provided resolution to restore device functionality in
a timely manner
PCCW Teleservices: August 2014 – February 2015
10th Floor, UnionBank Plaza, Meralco Avenue, Ortigas Center, Pasig City
Customer Service Representative
● Assisted customers with their concerns, complaints and inquiries
● Helped customers book, rebook or cancel flights using their mileage points
SKILLS
● Fluency and excellence in the command of the English language, both written and spoken.
● Experienced using CRM such as Salesforce and Zendesk.
● Experience on tools like KB’s, Notion, Slack, Jira, Confluence, Verint and other basic tools for
contact centers
● Knowledge of G Suite and all its related tools.
● Familiar with Microsoft Office (Word, PowerPoint, Excel, Publisher, etc.).
● Ability to work under minimal supervision.
● Capable in adapting to various changes in the processes of the organization in a timely manner.
● Able to efficiently accomplish all tasks given within the time frame provided.
