Copywriter| Virtual Assistant | Data Entry | Customer Service

I have 7+ years of CSR experience in voice and non-voice support, handling customer inquiries, escalations, bookings, and account concerns for travel and ride-sharing accounts. I am experienced in using CRM/ticketing systems, multitasking, and delivering excellent customer service through phone, chat, and email support.

I use communication as a key skill in customer service by clearly explaining solutions, setting expectations, and handling customer concerns across voice, chat, and email. I also use it to de-escalate issues, coordinate with teams, and ensure accurate information is properly relayed and documented.

I have experience providing travel and ticket booking support for Expedia accounts, handling flight, hotel, car rental, and tour reservations. My responsibilities included assisting customers with new bookings, itinerary changes, cancellations, rebooking requests, and travel-related concerns. I also coordinated with airlines and travel partners to resolve issues efficiently while ensuring excellent customer service. Additionally, I used GDS systems such as Sabre, Amadeus, and Galileo for reservation management and ticket processing.

As a CSR, I used CRM tools to manage customer interactions, document cases, track follow-ups, and resolve issues through phone, chat, and email support while maintaining accurate records and service quality.

I have experience providing administrative support such as managing schedules, handling customer communications, data entry, and maintaining CRM records. I also assisted with basic invoicing and coordination tasks, ensuring accuracy, organization, and timely completion of daily operations.

As a CSR, I handled customer concerns by actively listening, staying calm under pressure, and identifying the best possible solution based on company policies and customer needs. I regularly managed escalated cases involving billing issues, account concerns, booking changes, and service complaints. My approach focused on de-escalating tense situations through empathy, clear communication, and timely resolution while maintaining professionalism and customer satisfaction.

In my previous roles as a Customer Service Representative and Virtual Assistant, I handled calendar management and scheduling by coordinating appointments, managing customer bookings, updating schedules, and sending reminders to clients. I also assisted in organizing meetings, handling rescheduling requests, and ensuring accurate calendar updates while maintaining clear communication with customers and internal teams.