Karl Joseph Quicho
Balanga
Summary
• A well trained professional with an experience of 13 years in the travel industry.
• Sharp and energetic travel expert, successful in handling customer support issues in a timely manner.
• Bilingual with an active listening and interpersonal skills.
• Fast learner and a team player.
Overview
13
13
years of professional experience
Work History
Senior Traveler Experience Agent
Hopper
Makati
12.2020 - 09.2022
- Actively listened to customers, handled concerns quickly, and escalated major issues to supervisor.
- Identified issues, analyzed information, and provided solutions to problems (Airline Schedule change and Flight cancellations).
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Support customers via chat, email, and voice to ensure they have best possible post-booking service.
Traveler Experience Agent
Hopper
Makati
01.2020 - 12.2020
- Support customers via chat, email and voice to ensure the best possible post-booking service.
- Engage with customers and provide answers and recommendations that lead to confirmed air bookings and post-booking purchases, specifically process voids, refunds with waivers, exchanges and schedule changes
- Work out of multiple GDSes and variety of internal tools and systems to assist guests with Hopper air bookings
- Help users navigate Hopper app, troubleshoot bugs and provide guidance on new features
- Constantly prioritize and re-prioritize high volume of incoming travel requests for air customers
- Provide exceptional level of customer service to all users who contact Hopper
Travel Consultant
Seera (Former Al Tayyar Travel Group)
Ministry of Higher Education Call Center / Corp. & Gov Acc
04.2012 - 10.2019
- Reviewed tickets, identification and passports to verify traveler identity
- Execute details, which will assure that policies and procedures of the company and sales programs are implemented in professional manner
- Knowledgeable in GDS (AMADEUS, SABRE & GALILEO)
- Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements
- Responded to clients' questions, issues, and complaints and found appropriate solutions when needed
Lead Customer Service Representative
Cebu Pacific Air
Pasay
02.2010 - 03.2012
- Strategically scheduled team members to maintain optimal staffing levels for expected customer loads
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member
- Consulted with outside parties to resolve discrepancies and create effective solutions
- Attends to daily briefing and monthly meeting with the Airport Managers
- Oversees the daily operations of the check-in counters
- Planned schedules and workflows based on expected customer demands.
- Trained, oversaw and mentored new team members to strengthen performance and job expertise.
Ticket Agent
Cebu Pacific Air
Pasay
06.2009 - 02.2010
- Managing reservations for flight tickets, hotel booking and Vacation Packages
- Assists clients in planning travel itinerary
- In charge of best and accurate airfare computation for clients
- In charge of airline reservations and e-tickets for domestic and international flights
- Assisting customers to find the best deal for Hotel and Vacation Packages
General Clerk
Eurocopter Philippines (OJT)
Pasay
04.2008 - 07.2008
- Delivered expert clerical support to internal staff and management by efficiently handling wide range of routine and special requirements
- Assisted staff with office supplies requests, verified receipts with orders and reconciled charges to facilitate supply inventory.
- Examined documents and materials, recorded changes in data and determined proper indexing or processing tasks to support office filing procedures.
Education
Bachelor of Science - Airline Office Administration
PATTS College of Aeronautics
Calamba, Calabarzon03.2009
Skills
- Travel arrangements
- Customer service excellence
- Hospitality background
- Verbal and written communication
- Sales and marketing
- Team oversight
- Client service
- Reservation management
Timeline
Senior Traveler Experience Agent
Hopper
12.2020 - 09.2022
Traveler Experience Agent
Hopper
01.2020 - 12.2020
Travel Consultant
Seera (Former Al Tayyar Travel Group)
04.2012 - 10.2019
Lead Customer Service Representative
Cebu Pacific Air
02.2010 - 03.2012
Ticket Agent
Cebu Pacific Air
06.2009 - 02.2010
General Clerk
Eurocopter Philippines (OJT)
04.2008 - 07.2008
Bachelor of Science - Airline Office Administration
PATTS College of Aeronautics
Similar Profiles
GUILENE BENJAMINGUILENE BENJAMIN
Market Manager at HopperMarket Manager at Hopper
Rajiv KumarRajiv Kumar
Lead - Business Development at HopperLead - Business Development at Hopper
Ricardo Alejandro Bustamante AlvarezRicardo Alejandro Bustamante Alvarez
Implementation Specialist at HopperImplementation Specialist at Hopper