Xhyl P.
Senior Customer Service Specialist
Open to offersNew to PlatformAbout
Xhyl P. is a Virtual Assistant with extensive experience spanning over seven years in the BPO industry, concentrating on airline and retail account support. He has a proven track record in providing exceptional customer relationship management, issue resolution, and process improvement. With his tenure at renowned companies like Wipro BPO Philippines and Contact Point 360 Philippines, he has mastered delivering superior customer service across multiple channels including phone, chat, and email. He has assisted passengers with airline reservations, ticketing, and travel coordination, while also supporting retail clients with order processing and returns management. Xhyl's capabilities in managing customer concerns, training new hires, and maintaining high customer satisfaction scores have been instrumental. Skilled in MS Word, Excel, and PowerPoint, he is recognized for his strong communication and problem-solving abilities, which have consistently ensured compliance with organizational protocols and enhanced service delivery. Xhyl holds a Bachelor of Science in Physical Education from Southwestern University – PHINMA in Cebu City.
Experience
Customer Service Associate – Airline Account
Contact Point 360 Philippines · 2022 — 2025Facilitated assistance for passengers regarding flight bookings, rebookings, and cancellations. Delivered precise information on flight schedules, airline policies, and travel requirements. Addressed customer concerns on refunds, baggage issues, and itinerary modifications while ensuring adherence to airline protocols and maintaining a high level of service in fast-paced situations. Consistently achieved key performance metrics such as CSAT, AHT, and first-call resolution.Customer Service Associate – Airline & Retail Accounts
Wipro BPO Philippines · 2017 — 2022Provided customer support for airline and retail clients through various channels including phone, chat, and email. Assisted passengers with ticketing, refunds, and travel adjustments while also supporting retail inquiries, order tracking, and return processing. Achieved high customer satisfaction scores by employing effective communication and empathy. Additionally, trained new employees on customer handling techniques and internal systems.
Skills & Expertise
Education
- Bachelor of Science in Physical EducationSouthwestern University – PHINMA · 2013 — 2017
- UndergraduateSouthwestern University – PHINMA · 2009 — 2013
- High SchoolSouthwestern University – PHINMA · 2003 — 2009
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