Maria Alexandria G. Tolentino

Address: Al Barsha 1, Dubai, UAE

Date of Birth: April 25, 1992

Mobile Number: 054 482 4359

email: [email protected]

Height: 5’6”

Visa Status: Tourist (Transferable)

Strengths- Personal Attributes

My honesty, loyalty and efficiency towards my work are the best assets that I have. I can also work under pressure and with minimal supervision. I can easily get along with other people and a very optimistic person.

Objectives

·       To give my best effort to my work, be a team player

·       To be able to provide a world class customer service by exceeding client expectations, going the extra mile, being innovative and efficient.

·       To give an honest and excellent services to guests for the company’s benefits and success.

Skills

·       Substantial experience in customer service in Golden Arched Development Corporation McDonald’s and in Sykes Asia Inc.

·       Accustomed to working in a fast-paced environment with the ability to think quickly and successfully handle difficult customers.

·       Excellent Verbal, Written Communication and Telephone Etiquette Skills.

·       Provide effective and timely resolution of a range of customer inquiries.

·       Excellent travel consultancy skills by providing customers with their travel needs that suit their preference and style.

·       Knowledgeable of Microsoft Office, Opera and SG System.

Work Experiences

Customer Service Executive / Financial Service Advisor (Specialist II) to Receptionist / Recruitment Officer

Call Center In house

JPMorgan Chase Bank N.A.                                                        March 2013 to September 2016

Duties and Responsibilities:

Manage large amounts of inbound and outbound calls in a timely manner.
Identify customers’ needs, clarifying information, research every issue and provide solutions and/or alternatives.
Answers inquiries by clarifying desired information; researching, locating, and providing information.
Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
Maintains call center database by entering information.
Updates job knowledge by participating in educational opportunities.
Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Determines applicant requirements by studying job description and job qualifications.
Evaluates applicants by discussing job requirements and applicant qualifications with managers; interviewing applicants on consistent set of qualifications.
Welcomes visitors by greeting them, in person or on the telephone; answering or referring inquiries.
Directs visitors by maintaining employee and department directories; giving instructions.
Secretary / Receptionist

Convergys Philippines Services Corporation                          July 2012 to February 2013

Duties and Responsibilities:

·         Treat all persons professionally and with respect while taking all incoming calls and directing them to the appropriate party.

·         Create an inviting and professional atmosphere for all who enter the facility.

·         Work as a team member with other staff to provide quality services to persons served.

·         Be involved in ongoing training opportunities in the form of regular staff and small group team meetings.

·         Exhibit high standards of conduct and job performance.

·         Maintain a calendar of important events, deadlines, assignments, etc.

·         Develop creative solutions to challenges and opportunities that may arise.

·         Maintain high levels of communication with the Finance and Administration Office

·         Keep open lines of communication with all staff.

·         Create a positive working environment which breeds success.

Customer Service Representative / Hotel and Flights Reservation / Specialist

Call Center (Sales Agent)

Sykes Asia Inc                                                                          May 2011 to June 2012

Duties and Responsibilities:

·         Help customers book flights in major airlines and hotel chains.

·         Locates available flights and room availabilities as desired by the customer.

·         Applies any discounts or upgrades if available.

·         Provide important information about airport security, baggage requirements, check in time and rental cars if necessary.

·         Manages modification and cancellation of reservations.

·         Answer inquiries about arrival and departure times and flight schedule.

Updates job knowledge by participating in educational opportunities.
Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Service Crew

Golden Arches Development Corporation                             June 2010 to Nov 2010

(McDonald’s San Pedro)

Duties and Responsibilities:

·         Welcome customers as they come into the restaurant

·         Help customers to settle down and also take their orders

·         Process customers’ orders and generate their bills

·         Provide answers to queries presented by clients regarding services and offers made available by the restaurant

·         Clean all tables after clients have left and get such tables prepared for the next set of clients

·         Serve and pack warm foods to clients in an effective manner and in strict accordance to the orders of such clients

·         Assist kitchen staff and outdoor delivery staff whenever such assistance is required

·         Maintain chart of all available deals and products periodically and refresh such chart on daily basis.

Education

Tertiary

University of the Philippines – Los Baños                               A.Y. 2008 to 2012 (Undergraduate)

Bachelor of Science in Forestry

Secondary

Santa Rosa Science and Technology High School                   A.Y. 2004 to 2008 (Graduate)

*Character Reference is available upon request.