J
Jenelyn Bambalan
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Philippines
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Résumé
Jobs
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- ITeam leaderInternational Airline Services Asia (IASA)Jan 2023 - Current (2 years 8 months)As a Team Leader, I mentored and trained team members, driving their professional growth and development. I evaluated team performance to ensure agents consistently met KPI targets and maintained high-quality standards. I provided vital support and direction for daily operations, optimizing workflow to enhance efficiency. I fostered a positive team environment, enhancing engagement and motivation to boost performance. Additionally, I utilized copywriting skills to craft clear and effective communications, including announcements and coaching feedback, which facilitated better interdepartmental collaboration. I also identified opportunities for improvement and implemented initiatives to enhance overall productivity.
- IGlobal ExpertInternational Airline Services Asia (IASA)Jan 2021 - Jan 2023 (2 years 1 month)As a Global Expert, I delivered personalized coaching to colleagues, enhancing their performance and facilitating skill development. I provided expert guidance to both junior and senior agents, optimizing task execution and ensuring high-quality service delivery. I handled escalation calls, ensuring timely resolution of passenger inquiries, and coordinated team schedules to guarantee full coverage at all times. Additionally, I collaborated cross-departmentally to drive customer satisfaction and service excellence. My experience with expense reports, particularly in tracking and calculating fares related to airline tickets, further contributed to our operational efficiency and financial accuracy. Furthermore, I utilized cold emailing techniq
- ICustomer Service AgentInternational Airline Services Asia (IASA)Jan 2018 - Jan 2021 (3 years 1 month)As a Customer Service Agent, I have developed expertise in addressing customer inquiries through phone calls, responding to emails, and managing chats to ensure swift resolution of complaints, ultimately enhancing customer satisfaction. I am proficient in booking and issuing airline tickets, facilitating seamless travel for customers, and skilled in managing new reservations and rebooking flights, delivering exceptional assistance for a smooth journey. I resolved complaints promptly, boosting loyalty and trust in airline services. Additionally, I provided email coaching feedback for new hires and the back office department, which contributed to improving overall communication skills and service quality within the team.
Education
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- SBachelor of Science inSaint Louis UniversityJan 2013 - Jan 2017 (4 years 1 month)
- SSecondarySaint Rose Catholic SchoolJan 2009 - Jan 2013 (4 years 1 month)