NINO S.
Mid-Level Customer Service Associate
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About
Nino S. is a dedicated professional specializing in customer service within the BPO industry. With a K-12 STEM honors graduation, Nino brings technical acumen and excellence to the workplace. Over the past four years, he has excelled as a Customer Service Associate at both Tech Mahindra and Wipro. At Tech Mahindra, he honed skills in logistics and retail, handling complex UPS inquiries about package tracking and rerouting, as well as retail customer support. His role required managing high-pressure situations like delayed shipments and processing refunds efficiently. Currently, at Wipro, Nino continues his high performance in the travel and aviation sector, expertly managing United Airlines' flight operations, including complex travel inquiries and crisis management during flight delays. His technical proficiency with airline reservation systems and CRM tools ensures seamless, accurate customer experiences, aligning with international travel regulations and policies.
Experience
Customer Service Associate
Wipro · 2024 — PresentConsistently recognized for high performance in CSAT and Quality Assurance scores. Managed travel inquiries for United Airlines, including flight reservations, ticket reissuance, and specialized booking requests. Addressed high-pressure situations such as flight delays, cancellations, and lost baggage by providing efficient solutions for travelers. Demonstrated proficiency in Airline Reservation Systems (GDS) and CRM tools for accurate data entry and optimal passenger experiences. Maintained knowledge of international travel regulations, baggage policies, and MileagePlus benefits.Customer Service Associate
Tech MahindraRanked among the top agents for performance metrics, focusing on high CSAT and low AHT. Managed inquiries for UPS, specializing in package tracking, shipment rerouting, and customs documentation. Provided comprehensive support for fashion and merchandise brands, covering pre-sales, order placement, and post-sales disputes. Handled high-pressure situations involving delayed shipments, lost packages, and refund processes for international clients. Delivered professional service across voice, email, and chat while ensuring data accuracy in CRM systems.
Skills & Expertise
Education
- Senior High School Graduate – STEM StrandApas National High School
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