DIANA GONDA PALMES
3580 Masangkay St. Brgy. Tejeros
Makati City, Philippines 1204
+639295796859/+639209692089
+639159460078
8994861/ 9855905/3309908
Work Experiences
JP Morgan Chase and Company: May 13 2016 up to present
LOB-Customer Service for Cards (Elite 2) for Southwest Airlines
Position held: Specialist 2
· I help to provide customer service to resolved customer’s ad hoc challenges, questions and concerns relating to a product or service.
· We deal with the critical component of a brand’s Customer Relationship Management playbook to foster a high Customer Satisfaction (CSAT) rating.
· At TaskUS, we provide Customer Service through channels such as chat and phone calls.
· We process of looking after the customers to best ensure their satisfaction and delightful interaction with our services in all the aspects about cards and its features.
Holland America Line (HAL): November 9 2004 up to March 31 2016
Most recent position held: as Guest Relations Associate/Neptune Lounge Concierge
· Providing Concierge services to mainly suite guests by attending to guests’ requests, queries, issues, complaints and financial transactions; performing administrative and record keeping tasks associated to the Front Office; providing excellent, quality and efficient service to guests.
· Assists in handling phone calls about Information, Dining reservations and In-room dining.
· Handling Cash, receipts for stamps and changing Foreign currency.
· Preparing Administration duties such as: Embark, Debark, Supplies, SNAS , Laundry receipts and Passport collections.
· Provides exceptional, gracious and hospitable service to all Guests.
· Works in a closely knit team environment to ensure that internal customers are treated with courtesy, respect, and care.
· Reflects the required company service image via our exclusive HAL Manila curriculum “Service Required…EXCELLENCE DELIVERED”
· Performs preparation and processing of all administrative duties for Guests throughout the voyage including embarkation/disembarkation activities, preparation and completion of Guests billing and settlement of accounts.
· Provides a central Guest reception and information service center to all Guests inquiries onboard and throughout the designated itinerary.
· Responds to Guests needs and requests by notifying appropriate department of requirements. Takes ownership of Guest challenges and onboard unresolved situation. Ensures that an appropriate resolution is found.
· Ensures that all administrative tasks are properly entered into and extracted from the various filing and record keeping systems. Produces accurate, timely reports and summaries.
· Completes all other miscellaneous duties as directed, not to exclude:
–Cabin Service order taking
–Money handling/transactions
–Phone answering and etiquette
· Performs cash transactions required by Guests including and not limited to cashing travelers checks, selling stamps, making change, foreign exchange, gratuity adjustments and settlement of accounts in a manner consistent with established policies and procedures.
Super Manning Maritime Services (TOSCA III): January to May 2004
Position held: as Stewardess
· Assigned to servicing clients of the Private Yachting.
· Preparation of Breakfast and cleaning the dining area.
· Cleaning and making up 3 to 4 crew cabins everyday; ensuring that everything is in place.
Shangrila Hotel Makati: September 2000 to March 2003
Event Organizer/ Hostess (Free Lance)
· Interacting with a lot of guests concerning activities in the Hotel.
· Organizing group parties and events.
· Hosting an event
Educational Background
TERTIARY
St. Paul College of Manila
Bachelor of Science in Commerce major in Business Management, 1994- 1998(w/honor)
SECONDARY
St. Ann Academy in Manila (Private Catholic school)
1990-1994
PRIMARY
St. Ann Academy in Manila (Private Catholic school)
1984-1990
Seminars/Trainings
Front Office training: every year, most recent December 2013
Ship related training: Basic Safety course, CPR/AED training, Anti Piracy Awareness, Security Safety Awareness, PSCRB
Administration Representative for 5 years and Filipino Chairwoman for 6 years.
Personal Background
Born on December 9, 1977; Single, Proficient in Filipino & English. Computer literate (Excel, Word, PowerPoint and Microsoft Outlook), hardworking, flexible and can multi task effectively and efficiently and had the opportunity to travel to several countries. Familiar with Fidelio system, Micros, Silver-where and Issutrax..
Character References
Mr. Rafael S. Cantos
Retired Nuclear Engineer
Bechtel Construction Company
Los Angeles, California 90064 USA
09281899616-Philippine Number
001-2138800578-US Number
Father, Juvelan Paul Samia
Spritual Moderator
Don Bosco Technical Institute of Makati
Chino Roces Avenue, Makati City
09239124090
Mrs. Almira P. Amisola
Asst. Crewing Manager
United Philippine Lines
UPL Bldg., Sta Clara
Intramuros, Manila
025277491