ANA MARIBER CAPULONG
Old Toronto,ON
Summary
Facilitated resolution of complex cardholder issues and escalations, ensuring high-value client support in dynamic environments.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Learning and Performance Coach
American Express International
Taguig City, Philippines
11.2021 - 03.2025
- Collaborated with learning and performance trainers to enhance onboarding and training initiatives for new employees.
- Designed and delivered engaging training sessions to enhance participant knowledge and skills.
- Conducted call simulations, mock calls, and side-by-side call listening to evaluate agent performance.
- Administered quizzes and assessments to monitor learning progress and knowledge retention.
- Delivered targeted feedback to promote individual skills growth and optimize overall performance.
Customer Service Representative
American Express International
Taguig City, Philippines
01.2014 - 11.2021
- Provided support to cardholders by addressing inquiries related to account transactions, billing issues, and service offerings.
- Executed transaction processing to ensure compliance with American Express standards and regulations.
- Managed redemption services to enhance cardholder satisfaction and optimize reward utilization for American Express and partner gift cards.
- Delivered responsive assistance through phone, chat, and email channels to ensure a positive customer experience.
- Managed customer inquiries by resolving complaints and offering comprehensive support on American Express products and policies.
International Corporate Travel Counselor
Carlson Wagonlit Travel Philippines, Inc.
Makati City, Philippines
06.2011 - 12.2013
- Managed booking, changes, and cancellations for commercial and charter flights, hotels, car, and limousine services for international corporate clients.
- Coordinated complex and urgent travel arrangements for rig crew, offshore and onshore marine personnel, engineers, supervisors, managers, contractors, trainees, and their families, often using bulk fares or corporate rates.
- Issued, reissued, revalidated, and voided airline tickets within designated pseudo city codes (PCC) for multiple corporate entities.
- Prepared, confirmed, and distributed detailed travel itineraries to passengers and designated corporate travel arrangers via email and fax.
- Handled flight irregular operations (IRROPs) by coordinating directly with airlines for reprotection, refunds, or rerouting to appropriate queues or dedicated departments.
Virgin Australia Airlines - Product Specialist
SITEL Philippines
Quezon City, Philippines
02.2009 - 05.2011
- Handled complex customer cases requiring higher-level decision-making, including flight disruptions, service recovery, and waiver approvals for passengers with extenuating circumstances.
- Resolved escalated customer complaints related to airline services and personnel, ensuring adherence to Virgin Australia policies and customer satisfaction standards.
- Supported Level 1 customer service representatives by assisting with complex bookings, navigation of the booking engine, and urgent transactions.
- Provided priority support for high-value passengers and frequent travelers, ensuring timely and accurate resolution of travel-related issues.
- Processed transactions requiring supervisor-level system access and delivered ongoing guidance to frontline agents on policies and scenarios not fully covered in formal training.
Virgin Australia Airlines - Customer Service Representative
SITEL Philippines
Quezon City, Philippines
01.2008 - 02.2009
- Handled inbound customer calls to provide information on flight availability, fares, routing, and real-time flight status for domestic and international travel.
- Assisted customers with booking, changing, and cancelling flight reservations, including support for online check-in and reservation issues.
- Issued, reissued, and voided airline tickets, ensuring accuracy and timely delivery of confirmed itineraries via email and fax.
- Supported passengers affected by flight disruptions by arranging reprotection and alternative travel options in accordance with airline policies.
- Escalated complex issues, system limitations, or policy exceptions to Product Specialists to ensure appropriate resolution and customer satisfaction.
Traffic Operator, National and International
Philippine Long Distance Telephone Company
Manila, Philippines
11.1989 - 09.2007
- Connected national and international long-distance calls accurately and efficiently, ensuring timely service and high call quality for subscribers.
- Managed high volumes of operator-assisted calls while meeting strict service standards and customer requirements.
- Provided clear and accurate information on domestic and international call rates, charges, and estimated call costs upon customer request.
- Quoted call duration, time, and billing details to subscribers who requested advance cost estimates for their calls.
- Maintained professionalism, accuracy, and confidentiality while delivering reliable telecommunications support to residential and business customers.
Education
Bachelor of Science - Commerce, Major in Accounting
National University
Manila, Philippines01-1991
Bachelor of Science - Computer Science (Undergraduate)
Pamantasan ng Lungsod ng Maynila
Manila, Philippines01-1987
Skills
Customer Service and Issues Resolution
Policy Interpretation and Compliance
Escalation Handling and Decision Making Support
Time-Sensitive and Urgent Issues Support
Professional Communication (phone, email, mail, fax)
Personalized and Confidential Service Delivery
Multitasking in High-Volume Environment
Attention to Details and Accuracy
Airline Fare Rules & Ticketing Policies
Flight Rebooking, Cancellations & Refund Processing
ARC & IATA Ticket Validation
Global Distribution Systems (GDS): Sabre, Amadeus, Galileo, Power Turbo
Corporate & Bulk Fare Management
International & Domestic Travel Coordination
Flight Disruption (IRROPs) Handling & Reprotection
Membership Rewards & Loyalty Program Management
High-Value Client & VIP Passenger Support
Driving
Travel Credit & Residual Value Management
Training Facilitation & New-Hire Coaching
Call Monitoring, Quality Assurance & Feedback
Booking Engine & Reservation Systems Expertise
Icon
/skn/icons/general-17-black.svg
TRAININGS ATTENDED
- Sabre Upskill Training - Travel and Lifestyle Services (August 2022)
- Galileo Basic Training (May 2018)
- Amadeus Basic Training (November 2016)
- Sabre Basic Training (August 2014)
- International Long Haul Flights Upskill Training (March 2013)
- Sabre Upskill Training for Product Specialist and Supervisors (December 2012)
- Workshop on Voice and Diction (November 2008; January 2009)
Languages
English
Professional Working
Certification
Travel Industry of Ontario
Timeline
Learning and Performance Coach
American Express International
11.2021 - 03.2025
Customer Service Representative
American Express International
01.2014 - 11.2021
International Corporate Travel Counselor
Carlson Wagonlit Travel Philippines, Inc.
06.2011 - 12.2013
Virgin Australia Airlines - Product Specialist
SITEL Philippines
02.2009 - 05.2011
Virgin Australia Airlines - Customer Service Representative
SITEL Philippines
01.2008 - 02.2009
Traffic Operator, National and International
Philippine Long Distance Telephone Company
11.1989 - 09.2007
Bachelor of Science - Commerce, Major in Accounting
National University
Bachelor of Science - Computer Science (Undergraduate)
Pamantasan ng Lungsod ng Maynila