Nicole Alesandra Romero

Nicole Alesandra Romero Team Leader | Customer Service Representative Profile Experienced Team Leader and Travel Specialist with strong expertise in KPI management, coaching, multi-LOB operations, and both business and leisure travel support. Skilled in handling B2B/VIP clients across Europe and the US, GDS-trained, and proficient in a wide range of travel booking platforms. Adept at performance analysis, conformance/occupancy management, and workflow automation using AI tools. Thrives in fast-paced, high-pressure environments while delivering top-tier customer and client experience. Education Experience 2019 - 2023 2024 - 2025 Bachelor of Science in Business Administration major in Marketing Management Lyceum of Alabang 2017 - 2019 Accountancy and Business Management Immaculate Heart of Mary School Tools & System Expertise CRM & Support Platforms Cisco Voyager Zendesk Asana Travel Weekly Gordian Traveldesk Zendesk QA Lighthouse Looker Guru Okta Communication & Collaboration Tools Slack Viber Microsoft Teams Google Workspace Microsoft Office Calabrio Hotel Booking Platforms All Hotel’s Website Trip.com Perk Booking.com Amadeus Hotels Expedia Corporate, HotelBeds Negotiated, GDS Agoda Motel One Travelodge Nextravel Airbnb Yngen Datacom Corporation Team Leader Strong KPI, performance, conformance, occupancy, CSAT, and AHT management background. Led teams handling email, chat, and calls across various LOBs. Conducted coaching, mentoring, and performance development for agents. Identified outliers through data analysis and provided actionable feedback. Evaluating team’s quality performance via emails, chats, and calls to ensure compliance and service excellence. Resolving process-related concerns and providing guidance. Managed VIP and B2B clients in Europe and the US. Thrived in fast-paced and high-stress service environments. GDS-trained with expertise in complex travel support. Experienced with tool automation and AI assistants to optimize workflows. 2022 - 2024 Yngen Datacom Corporation Business Travel Consultant Handled hotel, flight, train, car rental, bus/ferry, airport parking, airport transfers, and activities for business travelers. Managed corporate rates, Amadeus GDS bookings, manual bookings, Airbnb reservations, and special requests. Coordinated with hotels for negotiations, overrides, and VIP arrangements for corporate clients. Trained in codeshare bookings and complex multi-segment itineraries. Delivered support via email and phone in a fast-paced business travel environment. Negotiated invoices and coordinated with vendors for corporate bookings. Handled and provided invoices for VAT-registered company clients. Processed payments, refunds, and adjustments for all clients. Managed loyalty programs, corporate rates, discounts, and vouchers. Ensured accuracy and timely completion of financial and operational tasks. Flight Booking Platforms Amadeus GDS and LCC All Airline’s Website/Manage Booking Travelfusion Corporate Booking Tools (CBT) NDC Airlines TAP Portugal Python Agent 360 Farelogix Amadeus GDS 2021 - 2022 Teleperformance - Sucat Universal Travel Agent Handled multiple LOBs across a major US travel platform. Supported flight, hotel, car rental, and activities bookings for leisure clients. Managed email, chat, and call interactions across various support tiers. Handled client complaints, provided resolutions, and performed manual bookings when needed. Car & Airport Transfer Booking Platforms Amadeus GDS Hertz, Budget, Avis, Europcar Blacklane, Drivania, Gettransfer, Suntransfers.com Emirates Chauffer Service Train Booking Platforms Trainline Global Deutsche Bahn Iryo OpenRail Benerail Ubio Rails Trenitalia Italo Agencias Travelfusion Trains PKP IC Skills and Experience Leadership & Performance Management KPI, performance, conformance, occupancy, CSAT, and AHT management Coaching, mentoring, and team development Multi-LOB team management (email, chat, calls) Outlier identification and actionable feedback 2019 - 2021 Ate Em’s Travel and Tours Assistant / Social Media Manager – Family Travel & Tours Business Assisted with social media marketing and management for a local travel and tours business. Created and scheduled posts, responded to inquiries, and helped grow online engagement. Acted as a personal assistant, handling paperwork, coordination, and errands on behalf of the owner. Communicated and negotiated with vendors to support bookings and business operations. EQUIPMENT Laptop: ACER Nitro ANV15-51 Storage: 477 GB Graphics Card: 6 GB Installed RAM: 8GB Processor: 13th GEN Intel ® Core (TM) i5 - 13420H Additional Monitor: ASUS BB249 Mouse: A4TECH OP-720 Headset: Jabra Evolve 20 UC Stereo Office Headset, Foam Cushion INTERNET SPEED PLDT Fibr – High-speed main connection Travel & Booking Expertise Business and leisure travel support Hotel, flight, train, car rental, bus/ferry, airport parking, airport transfers, and activities Corporate rates, loyalty programs, discounts, vouchers, and VIP arrangements Manual bookings, codeshare bookings, Airbnb reservations, and special requests Payment, refund, and invoice processing for corporate clients Negotiation with vendors and hotels Mesh PLDT– Reliable secondary connection Other Expertise Amadeus GDS-trained Tool automation AI assistants Presentation scheduling, calendar & meeting management Language English Filipino/Tagalog Reference: Available upon request