Glevinn B.
Mid-Level Airline Customer Service Process Trainer
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About
Glevinn F. is an accomplished Customer Service Specialist with over six years of experience in the BPO industry, focusing on airline reservations, customer experience, and technical support. Currently serving as a B1 Process Trainer at Wipro Limited for the United Airlines account, Glevinn leads comprehensive training for new hires encompassing airline reservations and operational procedures. He develops training materials, conducts performance coaching, and serves as a subject matter expert for complex customer concerns. Previously, he excelled as a Provisional Process Trainer, delivering targeted coaching to enhance CSAT, AHT, and quality scores. Glevinn's career began as a Reservation Agent and Customer Service Representative in a high-volume environment where he upheld a 100% CSAT rating. He is skilled in escalation handling, process documentation, and usage of CRM systems, serving US-based customers with professionalism and empathy.
Experience
B1 Process Trainer
Wipro Limited – United Airlines Account · 2025 — PresentLead comprehensive training for new employees on airline reservations, customer service procedures, and operational practices. Create and update training materials, assessments, and standard operating procedures. Monitor the performance of trainees and offer coaching to enhance quality and productivity. Provide support to over 20 agents through performance coaching and process guidance. Serve as a subject matter expert and point of contact for complex customer issues and escalations while ensuring adherence to service level agreements, quality, and customer experience standards.Provisional Process Trainer
Wipro Limited – United Airlines Account · 2023 — 2025Advanced to the role due to demonstrated strong performance and dependability. Conduct orientation, refresher training, and updates on processes. Offer targeted coaching aimed at improving customer satisfaction, average handling time, and quality scores. Provide real-time support during operations and assist agents with reservations, system navigation, and resolving escalations.Reservation Agent
Wipro Limited – United Airlines Account · 2019 — 2022Handled flight reservations, booking modifications, cancellations, and customer inquiries. Delivered support through voice and chat in a fast-paced environment while achieving a 100% customer satisfaction rate. Addressed customer issues with professionalism and empathy, ensuring compliance and accuracy.Customer Service Representative / Chat & Technical Support
Concentrix, Inc.Provided customer service and technical assistance through voice and chat channels. Addressed account issues, troubleshooting, and inquiries regarding services. Managed escalated situations utilizing de-escalation and problem-solving techniques, while maintaining accurate records in CRM systems.
Skills & Expertise
Education
- Senior High School GraduateWipro / United Airlines Domestic · — — 2018
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