Seasoned Service Delivery Consultant specializing in Incident Management and Service Recovery. An expert in online and offline content management and excels in complex solutions handling and processes. Demonstrated knowledge of customer experience management and well versed in travel industry practices and GDS strategies within the Asia Pacific region.
Pioneered the Regional Help Desk center in Manila as a Team Leader in 2005. Trained and mentored Customer Service and Technical Specialist. Started with 10 agents which now grew into 30+ highly skilled professionals, all with varying degree of skill sets and capabilities.
Organized and Implemented Portal Case Management in Australia Market and subsequently decomissioned email touch point. Resounding success because of a well thought out execution and great expectation management.
Single handedly managed e-Support Centre Adoption strategies for the Australia ACO starting in 2011 and always ending with above average adoption rates year on year. Our ACO's best practices are being adopted and emulated by various markets. Serves as peer-mentor for other e-Support Center champions across APAC.
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