Customer Service Support | Travel & Airline Industry | Data Analysis & Reporting

Utilized advanced functionalities within Amadeus to process and resolve advanced ticketing requests (e.g. fare calculations, itinerary adjustments, cancellations, and delays)

Passionate about sketching and digital illustration in my free time

•Advanced knowledge of Excel formulas and entries •Created dynamic and interactive dashboards in Excel and Google Sheets translating massive volumes of operational data into actionable and real-time insights •Can automate forms for more efficiency

Extracted data accurately from various physical sources (i.e. sales invoices, requisition forms, purchase slips) and compiled them into organized tables and charts in Excel

•Audited and evaluated cases weekly to ensure that agents are consistently meeting the client's quality standard and Service Level Agreements •Created dynamic and interactive dashboards in Excel and Google Sheets translating massive volumes of operational data into actionable and real-time insights •Generated weekly and monthly quality reports highlighting agent performance, error trends, and presenting insights to the management •Conducts feedback sessions with agents to review quality scores, commend strengths, and correct areas of weakness

As a quality assurance analyst, i was able to process massive volumes of operational data into actionable and real-time insights

•Handled a high volume centralized inbox to process and validate received payments issued critical financial documents, ensuring 100% compliance with company standards and internal financial records •Organizes, filtered, and responded professionally to inbound and outbound email communications to ensure efficiency, strong customer relations, and timely follow-ups