My first journal 🛫
I started my journey in Penang, Malaysia, in 2022 as a Customer Service Agent, handling calls and emails from B2B customers in the airline industry. I had to deal with pressure, especially when I didn’t have an immediate answer during a call. But this experience taught me a lot. Before this job, I didn’t even know what GDS or Salesforce was—but through this role, I grew and learned so much.
I realized I’m passionate about working in the airline industry. Just imagine, when someone is struggling at the airport or with their ticket, the customer service agent is the one who supports them and finds solutions. I’m grateful to be part of something that helps people when they need it most.
Later, I had the opportunity to be promoted to Quality Assurance Analyst, where I was assigned to two projects—one in the airline industry and one in the cruise industry. Being a QA isn’t easy. The main responsibility is auditing, and we need to work closely with different departments like Operations, Trainers, and especially the client. We work together to identify areas for improvement, make updates to processes, and ensure we’re all aligned to deliver the best customer service possible.
The airline project is still quite challenging. Every day brings new scenarios and escalations that require deep investigation to find the root cause and understand what went wrong.
The cruise project, on the other hand, is quite interesting for me. It’s a sales-driven project where agents must follow the correct spiel and maintain politeness, especially when dealing with high-end customers from well-known hotel brands. I monitor their performance to ensure they meet those standards.
All these roles are related to the travel industry, which keeps driving my interest and passion. I started as a girl working at the front line, and now I’ve moved to working behind the scenes. I’ve learned so much along the way. I believe that people chase happiness in life, and for many, that includes traveling. Whether it's through airlines, cruises, or hotels—it’s all connected.
Now it’s 2025, which marks almost three years since I began this journey—and I know there’s still a long way to go. This industry always has something new to learn, and I’m motivated to keep growing and aim for higher positions. I’m committed to contributing to the business with my dedication and passion.
This is not just a career for me. It’s a journey of purpose, growth, and a future I’m excited to keep building.
#expatriate #Malaysia #Penang #Teleperformance #Farfromhome #greatwork
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