Armando J.
Senior Customer Experience Specialist
Open to offersNew to PlatformAbout
Armando J., with over seven years' expertise, excels as a Customer Experience & Operations Specialist, particularly in the Travel Account Support and Fintech Lending Services sectors. He holds a Bachelor of Science in Secondary Education Major in English from the Polytechnic University of the Philippines. At Teleperformance, Armando manages real-time digital text and live chat for a premium international airline, ensuring customer satisfaction through efficient flight bookings, itinerary adjustments, and fast-track problem resolutions. His proficiency with Citrix Workspace enables secure and effective transaction handling. At Innovasia Manpower Services, he honed his skills in fintech operations, handling user complaints, auditing digital financial accounts, and monitoring user feedback across platforms like Google Play Store. His expertise also extends to digital fraud detection, account underwriting support, and multi-stream live chat management.
Experience
Customer Expert Specialist (Premium International Airline Account)
Teleperformance · 2025 — PresentHandles secure real-time digital text and live chat channels, managing 2 to 3 customer communication streams concurrently while meeting handling metrics. Assists international passengers with flight bookings, detailed destination routing, and special arrangements for various traveler needs. Addresses critical flight disruptions, modifies bookings, and processes financial refunds through the centralized Citrix Workspace.Customer Service Representative (Fintech Operations)
Innovasia Manpower Services Inc. · 2021 — 2024Resolves complex complaints concerning digital financial accounts and billing issues. Audits user verifications and background data to approve or decline lending applications based on company policies. Manages customer escalations and maintains relationships with collection agents, ensuring brand reputation. Monitors and responds to user feedback on platforms like Google Play Store while strategizing outreach via Facebook and TikTok.Collection Agent (Lending Accounts)
Innovasia Manpower Services Inc. · 2019 — 2021Conducts both outbound and inbound communication through various channels to remind borrowers about overdue accounts and negotiate settlements. Educates borrowers on payment methods and financial parameters to facilitate payment delivery while upholding professionalism during discussions.Maintenance & All-Around Utility (Summer Engagement)
Mitsumi Philippines Inc. · 2018 — PresentEnsures cleanliness and systematic arrangement within the facility, supporting a comfortable workspace. Assists during high-volume lunch shifts in the cafeteria, developing multitasking skills and a strong customer service approach.
Skills & Expertise
Education
- Bachelor of Science in Secondary Education Major in EnglishPolytechnic University of the Philippines – Bataan Campus · 2015 — 2019
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