Patrick J.
Mid-Level Customer Service Specialist
Open to offersNew to PlatformAbout
Patrick Justin M. A. is a seasoned customer service professional with extensive experience in the airline and hospitality industries. Throughout his career, he has honed his skills in dealing with diverse customer queries, both in person and over various communication channels. His tenure as a Passenger Service Agent at Philippine Airlines witnessed him handling flight inquiries and supervising junior agents to ensure safety and security at boarding gates. Proficient in various GDS systems including Sabre and Amadeus, Patrick provides seamless customer service, handling tasks such as luggage management and passenger documentation efficiently. His expertise is further supported by his multilingual abilities in Vietnamese, Italian, and English. At Sutherland Global, he excelled in providing customer support and problem-solving. His recent role at Okada Manila as a front office agent underscores his adeptness in registration logistics and guest relations. Currently operating as a Travel Consultant with Teleperformance, Patrick continues to leverage his vast experience in ensuring client satisfaction through attentive service and effective communication skills.
Experience
Global Network Operation
HCL Technologies Philippines · 2024 — 2025Oversaw network provisioning for Verizon in collaboration with third-party services in ANZ. Focused on connectivity and security aspects of network provisioning, with a primary emphasis on device and identity management.Travel Consultant
Teleperformance · 2025 — PresentResponded to all customer inquiries via inbound calls, email, and chat, ensuring excellent customer service through active listening. Handled confidential customer information securely and aimed for first-call issue resolution by taking proactive measures.Dispatch Clerk
Satellite Officer (Furniture Campaign Account) · 2024 — 2024Responded to dispatch inquiries from customers and provided solutions to delivery issues. Organized deliveries and addressed customer inquiries over the phone.Front Office Agent
Okada Manila · 2022 — 2023Generated daily reports for activities including arrival lists and guest accounts. Prepared registration materials and issued room keys while registering and assigning rooms to guests. Collaborated with bell staff to assist guests and handled various guest inquiries. Executed cashiering duties involving account checks, deposits, payments, and foreign currency exchanges, while also managing high balances and prompting pre-settlement offers.Customer Advisor
Trip.com · 2021 — 2022Provided assistance to customers via call, chat, or email, addressing their inquiries and concerns in English. Demonstrated effective communication skills, exhibiting empathy and patience. Collaborated with colleagues and team leads, provided support, and participated in ad hoc projects as required. Promoted to Outbound Agent on April 25th, responsible for sending emails regarding flight schedule changes and coordinating seat confirmations with airlines.Customer Service Associate
Sutherland Global Philippines · 2020 — 2021Handled customer inquiries through calls and provided support by identifying various customer needs and situations. Engaged in problem-solving to address issues and enhance customer satisfaction. Maintained client and internal processes, including technology applications and product-related updates. Conducted data entry, documentation, and case management while delivering service in a friendly and knowledgeable manner.Travel Consultant
InterGlobe Technologies · 2021 — 2021Managed inbound calls related to passenger inquiries regarding flight reservations. Processed customer requests in accordance with established guidelines and made outbound calls for various issues. Added baggage and other extras to passenger booking reservations and adhered to documentation standards while utilizing application software.Passenger Service Agent
Philippine Airlines · 2015 — 2020Addressed passenger inquiries regarding flight departures and arrivals. Supervised junior passenger service agents to ensure compliance with safety policies and security standards at boarding gates. Verified travel documents and tagged baggage using the Althea Amadeus system for check-in and boarding gate logs. Informed passengers about luggage restrictions and assisted with special needs cases, including unaccompanied minors. Made boarding announcements in Vietnamese, English, and Filipino, while also attending to VIPs and high-frequency flyers upon their arrival.
Skills & Expertise
Education
- Bachelor of Science in Tourism ManagementSouthville International School and Colleges · 2011 — 2015
Interested in this professional?
Sign in as an employer to save this profile or invite Patrick J. to a job.
Sign in as an employer