Shara Duco

SHARA JANE DUCO -• - • Metro Manila, Philippines • www.linkedin.com/in/sharajane-d-3188a6180 SUMMARY Travel Specialist with over 10 years of experience in ticketing, customer service, and complex itinerary management. Proficient in GDS platforms (Sabre, Amadeus) and airline booking management. Recognized for high CSAT scores, attention to detail, and delivering smooth, customized travel experiences across leisure and business sectors. EXPERIENCE Teleperformance, Air Fulfillment Oct 2023 - Present • Ensured accurate manual ticketing aligned with airline contracts and fare structures (published, commission, net), achieving a 96% QA rating. • Managed fare compliance and policy adherence, handling voluntary and involuntary exchanges and refunds, reducing financial discrepancies. • Provided operational support to frontline agents on complex changes and refund scenarios, ensuring consistent airline policy compliance and enhancing efficiency. PenBrothers International - Hopper, Sr. Travel Expert Specialist | Frontline Agent Jun 2021 - Oct 2023 • Delivered responsive and personalized support to customers via email and live chat, consistently maintaining a 90% CSAT rating, by promptly addressing inquiries and resolving issues. • Managed GDS queues for failed bookings, voluntary changes, refunds, and airline-initiated changes/cancellations, ensuring compliance with airline policies and reducing booking errors. • Utilized travel management technology tools (Sabre, Amadeus, Farelogix, Travelfusion) to manage ticketing, reissues, and refund processes, increasing efficiency. Royal Caribbean Group, Crew Assist (Business Marine Travel) Feb 2019 - Jun 2021 • Coordinated end-to-end business travel logistics for crew members, including onboarding and offboarding, flight bookings, hotel accommodations, and ground transportation in alignment with company travel policies. • Coordinated urgent and emergency business travel logistics in collaboration with vendors and port agents, ensuring adherence to regulatory and compliance standards. • Delivered high-touch, personalized travel support for VIP crew members and their families, contributing to improved service satisfaction and travel experience. Bestjet (OTA LAB), Flight Ticketing Agent Jun 2017 - Dec 2018 • Performed manual ticketing and issued EMDs through GDS platform (Sabre), adhering to fare guidelines, averaging 80-100 PNRs per day. • Managed involuntary changes and refunds due to airline schedule adjustments, ensuring compliance with airline policies. • Designed workflow guides, improving schedule change process efficiency by 50%, enhancing overall operational efficiency. Sutherland Global Services (AirSea RCCL Account), Inbound Call Customer Representative | Subject Matter Expert Jun 2013 - Jun 2017 • Delivered specialized support to agents in resolving complex issues. • Managed flight, hotel, and transportation bookings, including changes and cancellations, ensuring compliance with airline policies. • Assisted both direct cruise guests and external clients, such as travel agents, over the phone, enhancing customer satisfaction and achieving a 90-95% QA rating and a 40% conversion rate. SHARA JANE DUCO - page 1 of 2 TravelTime, Reservation Agent May 2011 - Feb 2013 • Coordinated domestic and international flight bookings with GSAs and IATA agencies, ensuring compliance with airline policies • Facilitated passport and visa applications, enhancing customer satisfaction by ensuring seamless travel experiences with 100% approval. • Developed local tour packages through effective supplier negotiations. EDUCATION Philippine Women's College of Davao Bachelor of Science • Tourism Management • 2008 - 2011 SKILLS GDS (Sabre, Amadeus) • Ticketing & Fare Rules • Airline Travel Policy Compliance • NDC & Aggregator Platforms • Travel Documentation • Customer Service • Problem Solving & Critical Thinking • Crew & VIP Travel Coordination HONORS & AWARDS Sutherland Top 20% Agebt 2017 Sutherland • SHARA JANE DUCO - page 2 of 2