ANGEL MERCADO DE SILVA
Reservation Executive
JOHOR BAHRU,TEBRAU
Summary
Knowledgeable and dedicated customer service professional with extensive experience in tourism industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
5
5
Certifications
Work History
Reservation Executive
Luxury Tours & Travel Pte. Ltd.
Singapore
04.2024 - Current
- Handle all sales inquiries & bookings from overseas partners
- Promptly respond to associates regarding quotes and inquiries
- Manages travel operations encompassing quotes, reservations, ticketing & invoicing
- Oversees invoicing & billing, including follow-up on outstanding payments
- Oversees tour & attraction bookings from online platforms like Viator, Hotelbeds & Expedia
- Dispatch pickup reminders to the operations team to guarantee a seamless process
- Generate monthly reports, including account statements for different platforms
- Conduct hotel inspection and recce tour
- Train new employees on managing hotel & attraction reservations.
Specialized Support Team
AGODA
Kuala Lumpur
02.2023 - 04.2024
- Professionally handle high volume of internal escalations from relevant departments regarding property relocation
- Investigate and resolve complex problems by working closely with relevant departments to ensure a prompt and satisfactory resolution
- Provide timely updates and follow-up to customers during the resolution process
- Create new bookings of alternative properties whenever relocation is warranted by using internal tools
- Adjust booking rates for reservations whenever warranted to meet both property and customers expectations.
Certified CEG Mentor
AGODA
Kuala Lumpur
06.2022 - 04.2024
- Lead debrief sessions which compromised a good balance of teaching and Q&A for new hires
- Conduct side by side sessions with new hires to help them understand procedures and share best practices
- Conduct audits by listening to recorded or live customer calls to evaluate the performance of the agents
- Provide constructive feedback to new hires based on quality evaluations by highlighting areas of strength and AFI, focusing on enhancing their customer service skills, communication technique, and product knowledge
- Conduct root cause analysis of quality issues or recurring problems identified during evaluations
- Collaborate with management, team managers and cross-functional teams to establish and refine quality standards, policies, and procedures
- Collaborate with relevant teams to identify underlying causes, such as training gaps, system limitations, or process inefficiencies
- Identify training needs, create training materials, and conduct training sessions to address knowledge gaps and skill development opportunities
- Collaborate with cross-functional teams to implement process improvements or training initiatives that positively impact the quality of customer interactions.
Customer Experience Specialist
AGODA
Kuala Lumpur
05.2021 - 02.2023
- Handled customer inquiries, concerns, and requests regarding their bookings through various channels such as phone, email, chat/messaging simultaneously
- Ensured customer satisfaction by keeping commitments, setting proper expectations and having sense of urgency when resolving a case
- Collaborated with cross-functional teams to enhance touchpoints, streamline processes, and create a seamless customer experience
- Shared insights and recommendations with relevant teams to address customer concerns and enhance the overall customer experience
- Developed a deep understanding of the company's products or services by staying updated on new features, updates, and industry trends.
Commercial Executive
Foodpanda Sdn. Bhd.
Kuala Lumpur
03.2021 - 05.2021
- Generated leads, initiate sales conversations, and actively pursue business development opportunities through digital communication (Salesforce)
- Managed contract renewals, amendments, and extensions, maximizing value for both the company and clients
- Provided input and market insights to support product/service enhancements, go to-market strategies, and promotional activities.
Customer Engagement Specialist
WEBHELP APAC
Kuala Lumpur
09.2020 - 02.2021
- Handled inbound email interactions from Shopee users and Shopee sellers by assisting users with various inquiries, including order status, product information, payment issues, returns, and refunds
- Provided basic technical support to users experiencing difficulties with the Shopee app or website
- Facilitated communication between buyers and sellers on the Shopee platform by serving as a mediator to ensure effective and clear communication between parties
- Collaborated with internal teams, such as logistics, payments, fraud prevention, and product management, to resolve user issues or provide necessary support.
Partner Executive
STARTEK SDN. BHD.
Johor Bahru
01.2020 - 09.2020
- Cultivated positive and productive relationships with existing partners
- Served as the main point of contact for partners, addressing inquiries, concerns, and requests in a timely and professional manner
- Maintained regular communication to foster trust, transparency, and long-term partnerships
- Understood partner needs, challenges, and goals, and provided tailored recommendations and solutions
- Coordinated with internal teams such as Sales and Account Management teams to address partner-specific requirements and ensure prompt resolution of any issues or escalations
- Collaborated with the business development team to pursue new partnerships and negotiate terms and agreements
- Fostered collaboration and alignment between internal teams and partners
- Facilitated effective communication channels, ensuring timely dissemination of information, updates, and program changes.
Quality Assurance
STARTEK SDN. BHD.
Johor Bahru
05.2019 - 09.2020
- Conducted audits by listening to recorded or live customer calls to evaluate the performance of the agents
- Assessed the adherence to company policies, SOPs and script guidelines
- Evaluated the quality of customer service, communication skills, problem solving and adherence to regulatory requirements
- Collaborated with management and cross-functional teams to establish and refine quality standards, policies, and procedures.
Customer Service Executive
STARTEK SDN. BHD.
Johor Bahru
01.2019 - 01.2020
- Handled customer inquiries, complaints and feedback regarding their bookings via various channels such as phone and email by utilizing problem-solving skills, empathy, and company policies to address customer concerns effectively
- Instigated outbound calls to customers in purpose of reconfirming their booking prior to their arrival date
- Worked closely with appropriate teams and supervisors to escalate complex issues, ensuring prompt and satisfactory resolution
- Worked in a team to achieve the required KPI elements and SLA.
Education
Sijil Pelajaran Malaysia (SPM) - undefined
01.2014 - 1 2018
General Certificate of Education Ordinary Level (GCE-O LEVEL)
Skills
Complaint management
Confirmation notifications
Reporting requirements
VIP experience
Teamwork & Collaboration
Analytical & Critical Thinking
Customer Service
Communication Skills
Problem-Solving/Conflict Resolution
MS Office
Multitasking & Attention to Detail
Team Management
Salesforce
Accomplishments
- Supervised team of 16 staff members and conducted team meeting related to business updates in the absence of my team manager.
- Conducted presentations for Regional Customer Service Manager, Team Manager and Learning & Development Specialist in regards to the execution of CX Behavior project which was successfully launched in July 2023.
- Collaborated with team of 5 in the development of a project (CX Behavior) with the purpose of improving DSAT by conducting 3 hours training for each group of 12 (total of 17 groups).
- I was recognized as a top KPI performer in Q4 2019 (Startek Sdn. Bhd.) given the reason I managed to achieve the targeted KPI for the month of July 2019.
- I was recognized and rewarded thrice in Agoda from 2022-2023 with certificates of ESSEA Operationally Excellent (July 2022), ESSEA You're doing it right (Feb 2023) and ESSEA Mountain Mover (Dec 2023).
Personal Information
Nationality: MALAYSIAN
References
- Neil Francis, Team Leader, STARTEK SDN. BHD., +60 17 6712582
- Lai Poh Leng, Team Leader, Webhelp APAC, +60 14 3417062
- Elviana Johnye, Virtual Account Manager, Foodpanda Sdn. BHD, +60 17 8585438
- Steven Emanuel, Team Manager, AGODA, +60 18 2176650
- Yang Min Er, Product Manager, Luxury Tours & Travel Singapore, +65 8163 2051
Languages
English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Certification
Certificate of Excellence - Top KPI Performer Q4'19
Timeline
Reservation Executive - Luxury Tours & Travel Pte. Ltd.
04.2024 - Current
ESSEA Mountain Mover – Rewards & Recognition, DECEMBER 2023
12-2023
ESSEA You're doing it right, FEBRUARY 2023
02-2023
Specialized Support Team - AGODA
02.2023 - 04.2024
ESSEA Operationally Excellent, JULY 2022 (
07-2022
Certificate of Completion - CEG CST Mentor Training Program & Certification, JUNE 2022
06-2022
Certified CEG Mentor - AGODA
06.2022 - 04.2024
Customer Experience Specialist - AGODA
05.2021 - 02.2023
Commercial Executive - Foodpanda Sdn. Bhd.
03.2021 - 05.2021
Customer Engagement Specialist - WEBHELP APAC
09.2020 - 02.2021
Partner Executive - STARTEK SDN. BHD.
01.2020 - 09.2020
Certificate of Excellence - Top KPI Performer Q4'19
07-2019
Quality Assurance - STARTEK SDN. BHD.
05.2019 - 09.2020
Customer Service Executive - STARTEK SDN. BHD.
01.2019 - 01.2020
SMK TAMAN UNIVERSITI - Sijil Pelajaran Malaysia (SPM),
01.2014 - 1 2018