DONNA K.
Senior BPO Customer Service and Technical Support Specialist
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Donna K., a seasoned Client Services Professional, boasts over a decade of cumulative experience within the BPO industry, specifically in Customer Service, B2B Technical Support, Back Office Operations, Travel Consulting, and Fraud Research. She has adeptly managed to provide personalized airline and hotel booking solutions as well as seamlessly coordinate itinerary management and travel disruptions, ensuring a flawless customer journey. Her tenure at companies like Lufthansa, Booking.com, IBM Phils., and Convergys Phils. underscores her capability in handling complex technical support roles, efficiently resolving system-related issues, and maintaining high service level agreements (SLAs). Additionally, Donna's expertise in conducting thorough research, managing data while working with a diverse client base, and her proficiency in using tools such as GDS systems and Microsoft Office, further exemplify her comprehensive skill set and dedication to operational efficiency in multicultural and dynamic environments.
Experience
Travel Consultant
Lufthansa and Booking.ComOffered tailored solutions for airline and hotel bookings per customer requests. Assisted customers managing their travel plans, including itinerary organization, transportation options, and destination guidance. Handled flight modifications, cancellations, refunds, and any travel-related issues while ensuring outstanding service.Technical Support & Incident Management Specialist
IBM Phils.Provided remote technical support addressing hardware, software, and system-related concerns. Diagnosed technical issues, documented them, and resolved incidents utilizing service management tools and established protocols. Collaborated with clients and technical teams to troubleshoot complex challenges, maintaining system functionality and timely issue resolution.Fraud Specialist
Convergys Phils.Conducted extensive research and investigations using local and registry data, as well as open-source intelligence to fulfill client needs. Delivered professional and customer-focused support to internal and external clients, while engaging effectively with diverse teams in a multicultural BPO industry environment. Demonstrated problem-solving, communication, and analytical skills, ensuring high customer satisfaction.
Skills & Expertise
Education
- UndergraduateLa Consolacion College Manila