Wilma Mae Ng

Wilma Mae Martinez Ng # 0398 Camia St., Purok 2, Camachiles, Mabalacat Pampanga 2010 - - Professional Summary Results-driven professional with a strong background in customer engagement and travel solutions, seeking to transition into digital marketing. Leveraging 5+ years of experience at American Express as a Travel Consultant, I bring a deep understanding of consumer behavior, personalized service, and global market trends. Eager to apply my skills in content creation, campaign strategy, and digital analytics to drive brand growth and customer loyalty in a dynamic marketing environment.. Skills Travel Research Hotel Accommodations Conflict Resolution Interpersonal Communications Customer Service Organization Communications Office Applications Computer Literacy MS Office – Advance Excel CMS – SALESFORCE Airline Operating System (Sabre) Dnata Travel Operating System: Derwent, Yalago, Agent Desktop Sabre Work History Aug. 2021 – Present Senior Travel Consultant American Express International Platinum Travel Services • Assisting customers with travel arrangements, including flight and hotel bookings, car rentals, and vacation package reservations. • Providing expert advice and recommendations on travel destinations, itineraries, and activities. • Offering exceptional customer service by promptly addressing inquiries and resolving any travel-related issues. • Curating meaningful itineraries and crafting personalized experiences for customers from start to finish. • Growing my skills and building my expertise through ongoing coaching and industry-leading training. 2021 – July 2021Senior Travel Consultant Dnata Travel Inc. • Handles tickets that are for refunds. • Checking thoroughly each of the tickets if for refund or not. • Maintains accurate records of the bookings and ticket that has been refunded. • Collaborating to suppliers and B2B Partners. Providing quality service. • Entering data into computer applications such as in BSP and WSL and GDS. • Calling and Email airlines for verification of the ticket history and status. March 2020 – Nov Administrative Officer Professional Survey Consultancy L.L.C., Abu Dhabi, UAE • Manage office supplies stock and place orders. • Prepare regular reports on expenses and office budgets. • Maintain and update company databases. • Organize a filing system for important and confidential company documents. • Answer queries by employees and clients. • Update office policies as needed. 2015 - 2020Travel Consultant Dnata Travel Dubai Ind., Clark, Pampanga ◦ Responded to clients' questions, issues, and complaints and found appropriate solutions when needed. ◦ Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets. ◦ Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations. ◦ Liaising with clients on emails & calls to provide necessary assistance while in stay at the property. ◦ Liaise and coordinate with Service Provider to resolve customer issues. ◦ Identify, research, and resolve customer issues using the company tools and booking system. 1999 - 2010Overseas Worker Hirose Co. Ltd, Seoul, South Korea ◦ Monitored machinery in operation to identify concerns and make corrections or report complex problems. ◦ Inspected final products to assess compliance with quality standards and established tolerances. ◦ Supported machine operators in setup and operation of production equipment resulting in efficient runs. Education Bachelor of Science in Business Administration Major In Tourism – Graduated – Year 2000 Lyceum of the Philippines – Manila Professional Development • Customer Service Foundations – LinkedIn Learning, 2025 • CRM Basics: Unlock Business Growth through Relationships – Coursera, 2025 • Consulting Foundations: Client Management and Relationships – LinkedIn Learning, 2025 • Learning Zoho CRM – Udemy, 2025 • Demystifying ChatGPT and Generative AI: What Every Professional Needs to Know – Skillshare, 2025