VAL JOSEPH H. HERVOSO
CUSTOMER CARE AGENT
2330 RUBI STREET SAN ANDRES BUKID, MANILA,ALB
Summary
Adept at fostering customer loyalty and enhancing satisfaction, my tenure at Cebu Air, Inc. honed my skills in customer service excellence and problem resolution. Focused on creating exceptional passenger experiences with a proven record of high customer satisfaction. Up-to-date knowledge of safety practices and aircraft.
Overview
12
12
years of professional experience
39
39
years of post-secondary education
7
7
Certifications
Work History
CUSTOMER CARE AGENT
CEBU AIR, INC.
12.2021 - Current
- Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
- Handled escalated emails professionally, mitigating potential complaints and securing continued business from clients.
- Contributed towards a positive working environment by actively supporting colleagues during busy periods or when faced with challenging situations.
- Responded to customer needs through competent customer service and prompt problem-solving.
UNEMPLOYED DUE COVID-19
PANDEMIC
08.2020 - 12.2021
LEAD TICKETING AGENT
CEBU AIR, INC.
05.2012 - 08.2020
- Supervising and leading a team with proven knowledge and authorize to oversee the quality assistance of the members of the team.
- Provided support during irregular operations, such as flight delays or cancellations, ensuring passenger needs were met swiftly and effectively.
- Implementing face to face transactions in airport and ticket offices, including strict adherence to established policies, guidelines and standards set of the team.
- Promoted positive workplace culture among colleagues through open communication channels and collaborative problem-solving efforts.
- Assisted passengers with special needs or accommodations, ensuring a comfortable travel experience.
Education
Bachelor of Science - BUSINESS ADMINISTRATION MAJOR IN FINANCE
UNIVERSITY OF THE CITY OF MANILA
INTRAMUROS, MANILA, PHILIPPINES 01.2007 - Current
High School Diploma -
PACO CATHOLIC SCHOOL
PACO, MANILA, PHILIPPINES 06.2003 - Current
Elementary Education
PACO CATHOLIC SCHOOL
PACO, MANILA, PHILIPPINES 06.1997 -
Skills
Customer Service
Customer Relations
Problem Resolution
Customer service excellence
Calm and Professional Under Pressure
Excellent Communication
Complaint resolution
Decision-Making
Adaptability and Flexibility
Customer Relationship Management (CRM)
Professionalism
Certification
Aviation Security Awareness Training Recurrent Course
Music, Sports, Dance
I'm into fresh vibe music that can change my mood at a given time. I love dancing as well that can lead as my easy therapy. I can recognize and generate sports-related topics such as basketball, volleyball, and football. I love a healthy and fit lifestyle environment.
Timeline
CUSTOMER CARE AGENT
CEBU AIR, INC.
12.2021 - Current
UNEMPLOYED DUE COVID-19
PANDEMIC
08.2020 - 12.2021
LEAD TICKETING AGENT
CEBU AIR, INC.
05.2012 - 08.2020
Bachelor of Science - BUSINESS ADMINISTRATION MAJOR IN FINANCE
UNIVERSITY OF THE CITY OF MANILA
01.2007 - Current
High School Diploma -
PACO CATHOLIC SCHOOL
06.2003 - Current
Elementary Education
PACO CATHOLIC SCHOOL
06.1997 -
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