2015
BSHRM major ni Cruise Line Services
St. Therese MTC Colleges La Fiesta Site
More Info About Me
A hard-working and driven individual who isn't afraid to face a challenge. I am passionate about my work and I know how to get my job done.
I have worked in hospitality industry for more than 5 years and in the BPO industry for 3 years. I have been a travel associate for a year and quality analyst for 2 years at one of the biggest airlines based in United States. I’ve acquired the skills and expertise required in hospitality industry. Moreover, I worked as customer service representative or travel associate and executive quality analyst for a BPO company which allows me to grow and enhance my skills.
I believe I can provide valuable assistance and leverage my current skills. Let's connect and discuss how I can best support you!
My Skills and Competencies
Communication
Guest Reservation Specialist / Property Management
Customer Service
Quality Analyst
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
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My Experience and Education
2021
-
2024
IGT Solutions
(Quality Analyst)
· Leading, mentoring and developing team members to promote quality awareness and implement quality programs and initiatives
· Assess agent's performance overtime
· Scrub, analyze, and present Quality and CSAT data
· Conduct Quality Roll outs, feedback & coaching sessions and Dip checks as and when required
· Conduct Analysis & RCA on the observed areas of improvement
· Drive process improvement and other quality tools for process performance measurement and standardization
· Mentor and train junior team members
2017
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2021
Goldberry Lite Hotel Iloilo
(Reservation Officer)
· Process all reservation requests, changes and cancellations received by phone, fax or email
· Identify guest reservation needs and determine appropriate room type
· Answer questions about property facilities/services and room accommodation
· Verify availability of room type and rate
· Explain guarantee, special rate, and cancellation policies to callers
· Accommodate and document special requests
· Handles online travel agency (OTA)
2015
-
2017
Eon Centennial Hotels
(Front Desk Officer)
· Greeting and welcoming desks as they approach the front desk
· Answer questions and address complaints
· Answer all incoming calls and redirect them or keep messages
· Receive letters, packages etc. and distribute them
· Process check in and check out of guests
· Presents options and alternatives to guests and offers assistance in making choices
· Knows the location and types of available rooms as well as the activities and services of the property
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.
Guest Reservation Specialist/ Customer Service
Handles reservation through email, phone and online travel agencies (OTA's). Manage property through channel manager.
Administrative Task
Respond to emails and phone calls. Prepare presentations. Travel arrangements. Schedule meetings. Data Entry.