Ferdinand Gabon
Victoria
Summary
Dedicated to enhancing customer experiences by efficiently resolving inquiries and ensuring accurate information delivery. Proven track record in managing complex reservations and providing technical support across diverse platforms, fostering satisfaction and loyalty.
Overview
27
27
years of professional experience
Work History
CUSTOMER SERVICE
TaskUs
Clark
10.2025 - Current
- Delivered high-quality customer support across multiple platforms to enhance customer satisfaction.
- Handled inquiries and resolved issues, providing accurate information to improve customer experience.
- Developed training materials for customer service representatives.
- Generated reports summarizing customer service statistics.
- Provided exceptional customer service at all times.
RESERVATION SALES SPECIALIST
IHG Hotels Group
Baguio
04.2023 - 08.2025
- Implemented targeted sales strategies to increase bookings and drive revenue.
- Coordinated hotel reservations, modifications, and special requests for global guests, enhancing satisfaction.
- Maintained accurate documentation, contributing to seamless guest experiences.
CUSTOMER/TECH SUPPORT
Iqor (Metro by T-Mobile)
Clark
03.2021 - 03.2023
- Troubleshot mobile network and device issues, ensuring timely resolution for customers.
- Facilitated plan updates, activations, and billing inquiries to enhance customer satisfaction.
- Provided technical support to existing customers on product usage and operation.
- Provided technical support for software-related problems encountered by customers.
- Assisted customers with product selection and provided technical support to resolve customer inquiries.
CUSTOMER SERVICE REPRESENTATIVE
Sitel
Tarlac
06.2019 - 02.2021
- Managed customer inquiries, updated accounts, and processed service requests to ensure customer satisfaction.
- Provided Tier 1 troubleshooting for connectivity and account issues, resolving concerns promptly.
- Assisted customers with inquiries and provided product information.
- Resolved customer complaints through effective communication and problem-solving.
- Processed orders and managed returns using company systems.
TECHNICAL SUPPORT REPRESENTATIVE
Concentrix
Clark
08.2018 - 05.2019
- Walk customers through step-by-step technical diagnostics to identify and resolve service interruptions, signal loss, audio/video problems, and connectivity issues.
- Troubleshot customer issues with DirecTV equipment, resolving problems with set-top boxes, satellite signals, remotes, receivers, and on-screen errors.
- Supported account activation, guided equipment setup, and facilitated installation processes for customers.
TECHNICAL SUPPORT REPRESENTATIVE
Sutherland
Clark
07.2016 - 08.2018
- Assisted Amazon customers in setting up devices, troubleshooting issues, and utilizing digital services.
- Resolved customer inquiries through various communication channels effectively.
- Guided users in troubleshooting software and hardware issues promptly.
- Documented technical issues and solutions for future reference accurately.
RECEIVING & DISPATCHING UNIT ASSISTANT SUPERVISOR
SM Supermarket Group
Angeles
10.1999 - 10.2015
- Supervised logistics operations, managed inventory, and coordinated warehouse activities to streamline processes.
- Maintained accurate documentation of inbound and outbound goods to enhance tracking and accountability.
- Managed inventory levels and organized stock in retail spaces.
- Assisted customers with inquiries and provided product information.
- Coordinated scheduling for staff to ensure adequate coverage.
Education
Bachelor of Arts - Mass Communication
BAGUIO COLLEGES FOUNDATION
Baguio City09-1998
Skills
- Customer service
- Call handling
- Customer support
- Customer retention
- Relationship management
- Reservation coordination
- CRM systems
- Technical Troubleshooting
- Documentation accuracy
- Problem solving
- Attention to detail
- Team collaboration
- Effective communication
- Conflict resolution
- Communication & Documentation
- Hospitality operations
Timeline
CUSTOMER SERVICE
TaskUs
10.2025 - Current
RESERVATION SALES SPECIALIST
IHG Hotels Group
04.2023 - 08.2025
CUSTOMER/TECH SUPPORT
Iqor (Metro by T-Mobile)
03.2021 - 03.2023
CUSTOMER SERVICE REPRESENTATIVE
Sitel
06.2019 - 02.2021
TECHNICAL SUPPORT REPRESENTATIVE
Concentrix
08.2018 - 05.2019
TECHNICAL SUPPORT REPRESENTATIVE
Sutherland
07.2016 - 08.2018
RECEIVING & DISPATCHING UNIT ASSISTANT SUPERVISOR
SM Supermarket Group
10.1999 - 10.2015
Bachelor of Arts - Mass Communication
BAGUIO COLLEGES FOUNDATION