Grace Ann S. Obordo

I graduated in 2017 under Bachelor of Science in Computer Science. Same year after I finished the degree, I started my career as a Customer Service Representative of one of the world's largest travel agencies for 3 years. As an agent, we help our customers with their travel plans like booking, modifying, cancelling of itineraries, payment issues and even travel complaints. We use GDS (Global Distribution System), a real-time inventory system operated by travel providers such as airlines, hotels, car rental companies and travel agencies for us to manage the itineraries of our customers. One of the challenging duties of a travel agent I experienced is that when there is an involuntary change of a flight because this will make our customers really frustrated. And what do we do? We listen, we ask relevant questions that lead us to the unstated need of our customers. In that way we can provide great options and process while we have them on the line. We do multitask because we don't let go of our customer when case is not yet resolved, that is why we have to be very mindful of the time and have to be an expert with the tools while talking. During my time in this field I was awarded as one of the top performers. The reason was, I was being proactive, patient, have high attention to detail and have no issues with attendance. With these qualities, I was able to hit the target to be a top agent and I am confident that I can be a Virtual Assistant.