Therese Annika M. Marayag

THERESE ANNIKA MARAYAG Customer Support City Of San Fernando, Pampanga,-- Competent professional with 5 years of experience in travel operations and technical support. Resolves problems quickly, delivering high levels of customer satisfaction. Aiming to leverage my skills to successfully fill a role at your company. Skills Customer service Microsoft Office Troubleshooting Sabre Worldspan Farelogix Work History 2020-08 - Current 2019-04 - 2019-08 Technical Support - Email SupportNinja Incorporated, Northwalk Clark, Pampanga Can resolve over 100 emails per day for issues with both IoT and non-IoT pool devices and quickly and accurately. Collaborate with supervisors to escalate and address customer inquiries or technical issues. Assess customer pool remote software and suggested applicable modifications. Technical Support - Chat & Email TopData Global Solutions, Angeles City, Pampanga Used Zendesk ticketing systems to manage and process support actions and requests. Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. Answer user inquiries regarding computer software or hardware operation to resolve problems. Enter commands and observe system functioning to verify correct operations and detect errors. Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support. Resolved VPN issues over chat with 30+ customers daily. 2017-06 - 2018-10 Team Leader - Phone 2016-11 - 2017-06 Subject Matter Expert - Phone 2015-10 - 2016-11 Travel Specialist - Phone Motif Limited, TeleTech, Clark, Pampanga Managed over 14 agents. Report team statistics to senior management. Guide agents towards meeting team and site goal. Manage escalation from team members, customers, and clients. Prepare daily workloads for staff & coordination of daily allocation of work. Deal/resolve problems and issues which arise in the production area. Mentor junior and new staff, create a positive working environment. Monitor and report standards and performance targets. Arrange & chair weekly team meetings, focusing on targets & achievements. Providing prompt and accurate information on individual performance. Created step-by-step fare masking procedures to speed up agent productivity. Motif Limited, Clark, Pampanga Floor support team members. Performed team leader duties in absence of team lead. Assist team leader and stand as team coach. Ensure team members and individuals are equipped with accurate knowledge about products and/or job tasks. Motif Limited, Clark, Pampanga Established customer service background regarding booked flights/ticket information. Acquired skills to use complex ticketing systems such as Worldspan, Farelogix, and Sabre GDS simultaneously. Trained until tier 3 customer support. Education 2011-07 - 2015-05 BS: Travel Management Tourism 2001-06 - 2011-05 High School Diploma University Of Santo Tomas - Sampaloc, Manila O.B. Montessori Center Inc - Angeles City, Pampanga Hobbies I am always baking and watching American TV Series. I also like to stay fit by doing home workouts and cardio. If I have time, I am probably taking online courses or going on YouTube to learn something new.