LEVERAGING BUSINESSES
Your vision, my expertise β a winning partnership awaits. I'm excited to embark on our journey together!
With over six years of progressive experience in the business process outsourcing industry, including roles supporting the global education and publishing sector, my journey has taken me from frontline customer service roles to backend escalations, administrative and operational functions such as process optimization, quality assurance, training, and technical advising β all while consistently contributing to the success of cross-functional teams. I also bring a creative edge through graphic and web design, using visual communication to simplify contexts and boost engagement.
The Pro in Your Corner
What do I bring to the table?
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2024 - 2025
Education and Publishing
Production Administrator
- End-to-end coordination: Managed the production of confidential question papers for high-stakes exams, ensuring timely delivery for printing, collation, and dispatch.
- Exam process management: Oversaw the preparation and follow-up procedures for exams, including enabling onscreen marking and securing copyright clearances for paper content.
- Email handling & communication: Managed email correspondence, responded to queries, and coordinated with stakeholders to ensure timely publishing and smooth communication.
- Appointment setting & calendar management: Set offline and online meetings. Maintained an organized calendar to ensure deadlines were met and tasks were completed on schedule.
- Collaboration: Worked closely with internal teams and external stakeholders to maintain accuracy, confidentiality, and compliance at every stage of production.
- Typesetting and data setup: Accurately executed tasks to enable seamless digital workflows and proper transfer of materials using internal tools, upholding rigorous data quality and document control standards.
- Security and compliance: Ensured adherence to security protocols and audit readiness throughout the production process.
2023 - 2024
Aviation
Technical Adviser
Played a crucial role in providing expert guidance on implementing and optimizing operational workflows tailored to the unique needs of our aviation partners. My responsibilities span a range of solutions, ensuring our operations' efficiency produces accurate outputs and drives partnership satisfaction and success.
β’ Subject matter expert: Process improvements increasing valuable impact on business
β’ Knowledge base developments and facilitating training sessions
β’ Metrics development: Quality assurance & analysis
β’ Responding to escalations, and providing agent coaching & feedback
β’ Administrative support, email handling, cascading updates
β’ Integrating Microsoft tools to processes creating seamless workflows
β’ Submit daily data summary reports and other team performance reviews
β’ Data management
β’ Certificate & Records verification
β’ Assessing training requirements
2021 - 2023
Aviation
Process Associate
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β’Β Inflight Qualifications and Regulatory Training Specialist
β’ Handles various administrative tasks and high volume data entry
β’ Data processing with high level of accuracy as inflight qualifications record specialist & coordinator
β’ Responsible for accurate long-term & short-term scheduling & planning of flight attendant qualifications
β’ Prevents profit loss due to operation errors
β’ Communicates directly to different departments ensuring effective relay of urgent escalations and quick resolutions
β’ Email support
β’ Record keeping and management
β’ Client administrative support
2020 - 2021
Hospitality - Bookings & Reservations
Travel Associate
β’ Escalation, customer engagement, and branding.
β’ Upskill in administration process
β’Β Backup flight support with exposure to Sabre & other GDS tools.
β’ Omnichannel handling: Inbound calls/chats/social media/emails and outbound contact for callbacks.
β’ Refund processing, relocations, rebooking, rescheduling, and addressing any booking concerns related to accommodation, flights, and tours.
β’ Contacting hotel and flight suppliers for B2B, end-to-end processes.
2018
Automotive Services
Customer Service Specialist
β’ Luxury Cars Service Campaign,
β’Β International phone support
β’ Contract policy education
β’ Verification and booking queries
β’Β Data entry
β’ Pre and same-day reservation issues handling
β’ After-call legworks
2017
Media Technology
β’ GlobalΒ Phone support
β’ Addressing billing concerns
β’ Processesing refund, proration, account adjustments
β’ Account and document verification
β’ Upselling and promotion
β’ Minor technical troubleshooting
β’ Email management
β’ After-call legwork
π― KPI: AHT, Upselling,Β CSAT, Resourcefulness, Process adherence & Productivity
CUSTOMER SERVICE
Navigating Challenges, Building Connections
- Years of solid customer support role with high CSAT orientation
- Email, phone, and chat representative
- Billing, technical, and reservations with strong familiarity in hospitality services
- Community engagement and moderation (Facebook, Twitter, Instagram).Β
Business Operations & Research Service
Streamlining Processes, Uncovering Insights
- Process Improvement
- Workforce management: Task distribution and team scheduling
- Quality auditing,
- Coaching & Feedback
- Online Facilitator and Coordinator
- Appointment setting &
- Calendar management
- Data Entry: Records & Security Management
- Web research & fact-checking
- Copywriting & proofreading
- Microsoft Office (Word, Powerpoint, Publisher, Excel, Outlook, etc.)
Multimedia: Photo, Video & Web Design
Your Creative Assistant
- Image enhancements
- Background Editing
- Logo creation
- Celebration Invites Layout
- Tarpaulin/Banner Making
- Product Editing
- Clothing Layout
- Blog Web Layout
- E-commerce Web layout
- Basic Animation
- Video editing
- Teasers, Reels & Clips creation
Customer Champ
Your Rockstar Support
A dedicated advocate committed to ensuring exceptional experiences. I champion customer satisfaction, listening intently to their needs and going above and beyond to exceed expectations. With a passion for service excellence, I am your ally in creating lasting connections and fostering a customer-centric culture.
Research Recognition
Charting Excellence in Research
Recipient of the prestigious Research Recognition Award, a testament to excellence in uncovering insights and transforming information into impactful strategies. This accolade highlights a commitment to precision, innovation, and the relentless pursuit of knowledge.
Extra Miler Award
Going Above and Beyond for Exceptional Excellence
Driven by a passion for exceeding expectations and going the extra mile in every endeavor. This recognition reflects a commitment to excellence, dedication, and a relentless pursuit of exceptional outcomes. Let’s continue to venture beyond boundaries and achieve new heights together.
In-flight Training Records Specialist
Completion
This certificate attests to the mastery of in-flight training record management, symbolizing a commitment to excellence in the aviation industry. As an In-flight Training Records Specialist, the recipient has demonstrated a keen understanding of aviation education nuances and is poised to elevate training experiences to new altitudes.
Digital Literacy
Completion
This certificate acknowledges my prowess in Digital Literacy, marking a journey of empowerment through the vast realms of the digital world. With skills honed to navigate, understand, and utilize digital tools effectively, I stand as a beacon of confidence in the digital landscape.
Social Media Management
Completion
A comprehensive journey unveiling expertise in navigating the dynamic world of social platforms. This certificate attests to my proficiency in strategic planning, content creation, and audience engagement, making me a certified maestro in the realm of social media management.
Dropshipping
Mastering the Art of Profitable E-Commerce
A transformative journey mastering the art of profitable e-commerce. Throughout this course, I honed the skills needed for strategic product selection, efficient supply chain management, and successful online retailing. Prepare to witness the emergence of a dropship expert ready to thrive in the world of e-commerce.
Advanced Course in SEO
Completion
A comprehensive exploration of strategies to enhance online visibility. This certificate acknowledges my proficiency in optimizing web content, mastering keyword strategies, and understanding the intricacies of search engine algorithms. Brace for my impact with my newfound expertise in steering digital success through the dynamic realm of SEO.
Microsoft 360 Essential Training for Administrators
Empowering Seamless Administrative Mastery
Throughout this comprehensive course, I have gained mastery in leveraging the full spectrum of Microsoft 365 tools, ensuring seamless administrative operations. Brace for an era of empowered administrative excellence ushered in by my newfound skills and expertise.
Social Media Strategy
Crafting Digital Success through Strategic Brilliance
Celebrating my expertise with this certificate in Social Media Strategyβa testament to my adeptness in shaping digital success through strategic brilliance. Having completed a comprehensive course, I am now equipped with the skills to craft and execute impactful social media strategies, elevating brands and engaging audiences with finesse.Β
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Showcasing logo designs, branding elements, and custom graphic work.
A collection of websites and web projects built for function and style.
Highlights of process improvements, training initiatives, and quality audit initiatives.
Snapshots of team initiatives, leadership roles, and collaboration efforts.
Demonstrations of expertise across various platforms, apps, and tools.
Projects focused on community outreach, event planning, and team activities.
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Your work is going to fill a large part of your life, and the only way to be truly satisfied is to do what you believe is gο»Ώreat work. And the only way to do great work is to love what you do. - Steve Jobs
Cess Esberto Digital Operations Specialist: Empower, Innovate, Scale