Nikko

Customer Operations Representative

Managed high-volume inbound customer requests for a major U.S.-based travel company.. Assisted customers with reservation modifications, cancellations, refunds, and itinerary changes while maintaining high customer satisfaction.. Resolved complex issues by analyzing customer needs and identifying appropriate solutions following company policies.. Maintained accurate case documentation in Zendesk while adhering to company procedures and quality standards.. Worked across multiple systems including Zendesk, Microsoft Outlook and Microsoft Excel while accurately documenting customer interactions.. Demonstrated strong multitasking, time management, and organizational skills in a fully remote environment.. Communicated professionally with English-speaking customers while meeting quality and performance standards.