Education

2001-2005 AB/Communication Arts at Miriam College

Experience

May 2, 2016–Present Corporate Guest Relation Officer at Royal Caribbean Cruises Ltd.

• High level of expertise in performing the investigation of travel agent / guest complaints about booking(s), product, service, billing, air arrangements, and/or any pre or post vacation experiences. Also, must demonstrate an ability to handle irate or difficult callers as the candidate will be answering calls for the Customer Service Department as needed.
• Retrieves, transforms, distributes, and manages the information needed for the customer-centric proactive projects of the Guest Relations team. Examines pertinent information to determine what actions need to be taken to troubleshoot information flow or system issues.
• Seeks and recommends solutions to repetitive problems within the Call Center that agents are encountering as a part of their everyday call processes. Ability to recommend improvements in booking, documentation methods, revenue management procedures, service, accounting methods and procedures, etc. to prevent future complaints of a similar nature in these areas.
• Make recommendations to management for improvements in product, booking documentation methods, revenue management procedures, service, and service recovery.
• Must be able to offer agents extensive knowledge on Customer Service situations and will serve as a knowledge base for Guest Relations team members. Utilizes expertise in Celebrity brand.
• Will assure that service levels are being maintained throughout the Guest Relations department through constant monitoring and identification of problems that are impacting operations.
• Follow-through recommended adjustments to ensure customer satisfaction.
• Enter information into computer to obtain computerized records.
• Perform other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

December 2015 –April 2016 Operations Supervisor (Contact Centre Reservation) at Genting Philippine Holdings Inc. (Star Cruises).

• Responsible for the quality management and performance improvement activities to ensure that procedures are being followed.
• Monitor and confirm the implementation of quality measures and procedures in day-to-day activities.
• Constantly review, modify and updates the structure and procedures of the quality checking.
• Assist to maintain and enforce policies and procedures within the section to reduce error rate.
• Serves as a key participant in meetings especially in helping making important and urgent decisions.
• Process bookings / amendment / cancellation received from Travel Agent(s) via E-mail, faxes and Internet.
• Handles incoming call inquiries from Travel Agent(s) on all related products and packages.
• Accommodate special requests and designate such in the system.
• To consolidate data statistics for Senior Management evaluation.
• Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to company policies and procedure

September 2009-December 2015 Operations Supervisor (Star Cruises/ Resorts World Manila – Maxims Hotel) at Genting Philippine Holdings Inc. (Star Cruises, Resorts World Manila).

• Caters to members of Star Cruises and Resorts World Manila.
• Answers queries for both Star Cruises and Resorts World Manila.
• Investigates members points dispute.
• Handles call escalations / complaints and perform service recovery.
• Monitors request for Star Cruise and hotel reservation (Maxims Hotel).
• Monitors the team members’ work etiquette and performance, ensures the team delivers quality services to any existing or potential customer.
• Manages a team of Customer Service Officers.
• Ensures the team meetsdaily targets.
• Participates and supports the Quality Monitoring and Employee Scorecard processes.
• Investigates and rectifies complaint lodged against team member.
• Compiles necessary daily reports and deliver to Customer Service Manager.
• Ensures consistency and quality in service delivery.
• Monitors shift schedule of personnel.
• Conducts regular team meetings to ensure careline members and other staff are well informed.
• Conducts training and test to staff so that they are adequately equipped.
• Liaises with relevant department to resolve issues.
• Works under minimum supervision.

January 14, 2009 – May 2009 Contact Centre Officer (Star Cruises) at Genting Philippine Holdings Inc. (Star Cruises, Resorts World Manila).

• Interacted with international clients for inquiries about Star Cruises and/or special offerings and asked probing questions.
• Accurately processed cruise reservations and/or cruise/transportation packages.
• Updatedcustomer’s information summary/profile, if needed.
• Transmitted through email or fax cruise schedule/itineraries to customers.

November 2007-November 2008 Fish and Company Host/Sales officer at Bistro Group of Companies (Friday’s, Italianis, Outback, Fish and Co.)

• Maintained and developed relationships with existing customers via meetings, telephone calls and emails
• Visited potential customers to prospect for new business
• Represented the organization at trade exhibitions, events and demonstrations
• Handled function or events such as parties, meetings, etc.
• Performed field work/sales
• Greeted and guided guests
• Handled reservation
• Guided customers with the menu
• Set up table

July 2006-October 2006 Customer Service Representative at ICT Group Riverbanks Marikina

• Answered phones and responded to customer requests.
• Sold product and place customer orders in computer system.
• Provided customers with product and service information.
• Up sold products and services.
• Handled Dunn and Bradstreet and HSBC account
• Updated and verified business information
• Convinced foreign clients to avail ASP program, a credit card protection for HSBC credit cards
• Performed telemarketing

January 2006-June 2006 Collection officer (Contractual) at Citibank, Libis Quezon City

• Monitored and rehabilitated delinquent and over-limit accounts to minimize delinquent accounts and contain flow through to the next cycle.
• Secured Promises to Pay.
• Created a professional and friendly environment providing fast, flexible and efficient service to our customers.
• Initiated collection and investigated the customer’s history to negotiate payment terms and suggested alternatives for the settlement of the obligation.
• Negotiated with the account holders to settle their account and maintain them in current status.
• Updated billing addresses of card members of the bank.
• Probed for possible contact numbers and current addresses of account holders through phone.