Lailani Cruz

Lailani S. Cruz Experience WNS – Flight Centre Travel Group Customer Service Representative January 2022 – March 2022 Handled inbound and outbound calls related to sales, refunds, and complaints Provided excellent customer support for flight bookings and travel concerns About Me Dedicated and adaptable Customer Service Professional with over 4 years of experience in inbound/outbound support, travel account operations, and leadership roles. Skilled in flight bookings, refunds, complaint resolution, and leading teams in fast-paced BPO environments. Proven ability to mentor agents, improve processes, and deliver outstanding customer satisfaction. Contact- 🔗 -www.linkedin.com/in/lailanicruz 15b357218 Zone 5 Ungka Jaro, Iloilo City 5000 Skills Customer Support (Voice & Chat) Travel Account Management Refund & Sales Processing Team Leadership & Coaching Conflict Resolution & Escalations GDS/CRM Tools (basic familiarity, if applicable) Performance Monitoring Communication & ProblemSolving Floor Support March 2022 – March 2023 Assisted new hires and tenured agents with call handling, system navigation, and customer interactions Served as first point of contact for production floor issues and escalations Lead Role – Nesting Support April 2023 – November 2023 Managed and supported nesting agents (newly onboarded staff) to ensure smooth transition into production Conducted side-by-side coaching and feedback sessions Team Manager – Refunds Line of Business (LOB) December 2023 – Present Currently overseeing a team handling travel refund transactions Managing team performance, coaching agents, and ensuring refund accuracy and customer satisfaction Inspiro Relia, Inc. -For You Flower Customer Service Representative April 2020 – June 2020 Handled inbound and outbound calls related to flower sales and order follow-ups Assisted customers with product inquiries and order modifications Inspiro Relia, Inc. - Shopee (Brazil, Colombia, Philippines) Customer Service Representative – Chat Support June 2020 – December 2021 Responded to customer inquiries via chat related to deliveries, refunds, complaints, and account issues Assisted international customers in a high-volume, multilingual e-commerce setting Character Reference Jacky Vincent Nakpil Assistant Manager – WNS (Operations)- Krissel Campos Assistant Manager – WNS (MIS)- Che Loid Bulanon Operations Manager – IGT Solutions- 📧 📞 📧 📞 📧 📞