Charissa Andrea Vivero-Pesado

Experience

• 

  Philippine Airlines

  Mar 2004 - Oct 2006

  Reservation Sales Associate

  • Receive inbound calls from customers for ticket purchase, reservations, rebooking, revalidation and reconfirmation of flights.• Provide assistance for special requests such as meals, meet and assist, seats, wheelchair and other special requests of the passengers.• Inform the passengers of the Mabuhay Miles products and how they can use and avail their miles.• Answer calls regarding flight information.• Assists as well business and first class passengers.

• 

  Aegis PeopleSupport Philippines Inc.

  Nov 2007 - Apr 2010

  • Handle and manage a team of ticket reject agents and ticketing specialist.• Ensure performance is delivered for a desired result.• Answer escalated calls.• Monitor agents performance and ensure customer satisfaction is achieved.• Providing one on one coaching to the agents • Troubleshot airline ticket-related issues• Researched and investigated agent and system issues• Process agents payout. • Process airline schedule changes and ticket rejects.• Assist the customer in rebooking flights and purchasing tickets.• Call the airline for flight reaccommodation and informing the customers of their new flight schedules in cases of schedule changes and flight cancellations.• Assisting customers in providing alternative flights during schedule changes and flight cancellation.

  • Team Lead

    Aug 2009 - Apr 2010

  • Airline Debit Memo Researcher / Ticketing Specialist

    Mar 2009 - Aug 2009

  • Customer Service Agent( Air Fulfilment Team)

    Nov 2007 - Mar 2009
• 

  Carlson Wagonlit Travel

  Feb 2014 - now

  • Operations Manager

    Feb 2016 - now

  • Team Lead

    Feb 2014 - Feb 2016