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Ryan Malsi
To succeed in a stimulating and challenging environment, building the success
of the company while experiencing performance-based advancement
opportunities.
EMPLOYMENT
May 2020 – Oct 2020
TV CHANGE AGENT (Foxtel.com.au) – Acquire BPO
Mar 2019 – Dec 2020
TRAVEL COUNSELOR (NORAM Full Service) – Carlson Wagonlit Travel
Aug 2017 – Feb 2019
Manages business travel based on unique client travel policies ensuring that
client approval process and travel documents are compiled if needed.
Processes new and existing booking, exchanges, cancellation and invoicing.
VIRTUAL ASSISTANT (Freelance) – Fiverr.com
Nov 2015 – Sept 2017
Receives inbound calls from Australian clients who wants to inquire or
manage their bill, make a payment, and make changes or upgrades to their
Foxtel Satellite/Cable account.
Appointment setting, calendar and email management, travel and booking
accommodations. Also do data and email scraping, File conversions, Data
entry, Basic photo editing and transcription.
TRAVEL SPECIALIST (Priceline.com) – Motif Limited
Travel Specialist ( TS3 )
Handled frontline escalations, worked offline queues for refund requests and
fare masks (phase 4) due to name correction, involuntary exchanges and
others that require manual ticketing, ensuring that ticket fare rules are
followed to avoid airline debit memo for increased productivity and net profit.
Travel Specialist ( TS2 )
Handled inbound calls dealing mostly with exchanges, irregular operations,
name correction, billing, and price guarantee, online booking issues and
other CS concerns.
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Oct 2012 – Aug 2015
SENIOR ASSOCIATE (Expedia Relocations) – WNS Global Services
Relocated hotel guests due to overbooking and other force majeure reasons
for Expedia bookings or other point of sale under Expedia Affiliated Network.
SENIOR ASSOCIATE (Expedia / New Travelocity)
Front lined a CSAT based environment dealing mostly with flight, hotel and/or
Vacation package exchanges, cancel and billing issues for both website.
ASSOCIATE (old Travelocity)
Handled all inbound calls mostly voluntary and airline schedule changes, new
booking, cancel, Special Service request for flight, hotel, cars, activities and
Vacation packages.
EDUCATION
1999 – 2005
O N – T H E – JOB
TRAINING
BACHELOR IN BUSINESS ADMINISTRATION
Major in Management – Polytechnic University of the Philippines
HR INTERN – Araneta Center Inc
Screening candidates’ resume’s to fill company job vacancies
Assist with orientations and update new staff records and company database
Preparing and sending offer and rejection emails to candidates
Proficiency in all MS Office applications.
Highly trained in native SABRE, Worldspan and Farelogix GDS.
Agent Top CSAT for 2016.
SKILLS/AWARDS
REFERENCES
Available upon request.
