Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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Jamie Lyn Crispo

Saskatoon,SK

Summary

To serve your company using my acquired solid 7 years skills in customer service that would offer professional growth, greater challenges and personal development.

Overview

8
8
years of professional experience

Work History

SERVICE DIRECTOR (ESCALATION DESK)

IGT Solutions
04.2018 - Current
  • Providing assistance to agents on their day to day call
  • As the second tier, Answer all queries from Navigational/Technical Assistance down to Product Policy & Procedure and Processes’
  • Support, coach, and provide constructive feedback for performance development of RSSR
  • Taking escalations from customers
  • It includes commendation, complaint ,escalated and or complex calls
  • Assists and conducts up training, RSSR briefings
  • Demonstrate and support empowerment at the front line level, resolving internal/external problems
  • Creating local briefings for the whole vendor
  • Performs other administrative functions for the team in aid of personal development
  • Product Updates dissemination on Operations
  • Product Up training
  • SOS (start of shift) Briefing and Debriefing EOS (end of shift)
  • Responding to Training Remarks across Operations
  • Providing support for new batches undergoing OJT/CERT
  • Day to day Floorwalk
  • Assist Leadership in their goals and objectives towards key metrics.

PROCESS ASSOCIATE (TRAVEL EXPERT)

IGT Solutions
06.2016 - 03.2018
  • Handles inbound calls for domestic and international flight reservations and info services
  • Handles telephone sales for domestic and international flights as well as other Star Alliance products and programs
  • Provides information regarding flight schedules, fare, documentation requirements, baggage handling and other travel related services, and handles international passenger complaints and queries
  • Responsible for rebooking of international flights during flight disruptions/irregular operations
  • Extends assistance to international passengers needing special handling special requirements such as unaccompanied minor, elderly, wheelchair passengers through flight reservations and assists passengers on their flight plans and itineraries
  • Handles ticket issuances, exchanges and revalidations for revenue and nonrevenue passengers
  • Responsible for giving an accurate information pertaining to international flights, policies and other related important information for Star Alliance customers.

Education

Bachelor of Arts - Advertising

Technological University of The Philippines
03.2015

Skills

  • Apollo GDS, SHARES and EZR
  • Proficient with Microsoft Office and the Internet
  • Detail-oriented, efficient and organized professional
  • A team player with strong technical and analytical skills
  • Excellent written and verbal communication skills
  • Highly trustworthy, discreet and ethical

Accomplishments

  • Service Director – United Airlines – Acts as second tier, Escalation Desk and Support for all LOB of united airlines
  • United Web Support Training – United Airlines Web Support - provide assistance for online transaction, navigation and technical assistance.
  • United International Training – United Airlines International desk - provide assistance for international passengers and star alliance partners
  • United NAS Training – United Airlines North America Sales - provide assistance for passengers travelling within the fifty contiguous states
  • Elevate the Experience – United Airlines Customer Service – Elevating Experiences of passengers from the time they book the reservation till they pick up their bags to their destination
  • Core Four training -– United Airlines Core Four Value – Determining the best approach in providing solutions to different types of circumstances.
  • It’s Our Job Training – United Airlines Customer Service - provide customer service satisfaction.

Languages

English
Full Professional

Timeline

SERVICE DIRECTOR (ESCALATION DESK)

IGT Solutions
04.2018 - Current

PROCESS ASSOCIATE (TRAVEL EXPERT)

IGT Solutions
06.2016 - 03.2018

Bachelor of Arts - Advertising

Technological University of The Philippines

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Jamie Lyn Crispo