Mark Jhanrick A. Panganiban

Directed complex travel bookings, ensuring seamless coordination of accommodations, flights, transfers, ski hire, lift passes, and financial processes, including invoices, amendments, and refunds.

Served as the primary senior escalation point, effectively resolving critical issues and mediating between customers, suppliers, airlines, and internal sales teams to maintain service excellence.

Cultivated and managed strategic relationships with key travel partners including Inghams, Crystal Ski, Club Med, and SkiSet, optimizing service delivery and partnership outcomes.

Directed financial reconciliation, refund processes, and CRM case management, while implementing continuous process improvements to enhance operational efficiency and reporting accuracy.

Provided comprehensive global IT support for maritime communication services, managing the full lifecycle from activation to termination, ensuring continuous connectivity for clients.

Delivered expert end-to-end IT support for critical systems including satellite communications, Microsoft 365, networking, email, and VPN, resolving complex technical issues.

Achieved high SLA compliance rates by effectively managing escalations, streamlining incident management, and improving knowledge base resources through cross-functional coordination.

Spearheaded Quality Assurance initiatives, providing coaching and mentorship to enhance team performance, resulting in measurable KPI improvements and sustained service delivery excellence.