RAYMOND S. GUERRERO

**** *. ****** ******

Barangay Tejeros, Makati city

Mobile phone: 099********/ Landline: 02 8900799

Email address: acqlog@r.postjobfree.com

QUALIFICATIONS

Substantial experience and outstanding skills in customer service.

Accustomed to working in fastpaced environments with the ability to think quickly and

successfully handle difficult customers.

Excellent interperson skills, ability to work well with the team.

Willing to undergo training and open to new ideas with a “can do” attitude.

WORK HISTORY

BACK OFFICE SUPPORT SPECIALIST, NET TRANS ASIA PACIFIC

SUITE 1506-1508 TOWER 1 PHILIPPINE STOCK EXCHANGE PLAZA

SEPTEMBER 2011 – PRESENT

Provides a complete hotel commission recovery and reconciliation service for travel agencies and other hotel booking professionals worldwide. Gives solution to recover hotel commission by reconciling all hotel and payment data with agents’ reservations.

HOTEL RESERVATION AGENT, CAESARS ENTERTAINMENT

WEST CONTACT SERVICES, 24TH FLOOR EXPORTBANK PLAZA CHINO ROCES CORNER GIL PUYAT AVENUE

OCTOBER 2012-PRESENT

Responsible in doing new room reservations, changes and cancellations covering United States of America as well as events confirmation anchoring in Casino plays and rewards.

TECHNICAL SUPPORT REPRESENTATIVE, CONVERGYS GLORIETTA 5

MAY – JULY 2011

Renders tier 1 level of support for AT&T Uverse customers with the following scope of support; troubleshooting Internet Protocol TV, Voice Over Internet Phone, and High Speed Internet Access utilizing our tool WFE( work flow engine). Along with it we also do billing concerns, ordering AT&T devices and accessories, and upselling of different Cable TV plans and Internet connection bundles.

RESERVATION SALES AGENT, INTERCONTINENTAL HOTELS GROUP

SEPTEMBER 2007-APRIL 2011

Responsible for general hotel reservations/room accommodations and modifications proficiently handling multiple split skills with proper certifications that includes reservations from United States of America, United Kingdom, Australia, New Zealand South Pacific comprising basically all our hotels worldwide under the InterContinental Hotels Group as well assuming the role as Virtual central reservation agent acting as one of the front desk taking hotel bookings combined with upselling utilizing Holiday Inn Reservations Management(HERMAN) and currently the InterContinental Reservation Interface System(IRIS).

AIRLINE RESERVATION SALES AGENT, ADVANCED CONTACT SOLUTIONS, INC.

OCTOBER 2005-SEPTEMBER 2007

Works as a Reservation Sales Agent for American Trans Air, an airline account, answers inbound calls in support of customer needs, General Airline Reservation concerns and Ticket Reissues. Trained and worked as a Flightbank Reservation Agent and Ticket exchanges, as well as Administering points for Flightbank Accounts as a Marketing Administrator.

TRAININGS/CERTIFICATIONS

INTERCONTINENTAL HOTELS GROUP-GROUP CENTER PROGRAM TRAINING

OCTOBER 5-23 2009

Handles group of 10 or more room block reservations including meeting facilities

coordinating with Hotel Sales Managers and General Managers using Leadlink, a tool utilize to send hotel proposals for these block of rooms and meeting facilities.

TEAM MANAGER CROSS TRAINING, INTERCONTINENTAL HOTELS GROUP JANUARY 2009- MAY 2009

Completed Phase One of the TMX(Team Manager Cross training) program, a systematic approach in preparation to Team Manager designation.

DISTRIBUTION SERVICES GROUP CROSS TRAINING( ECS TEAM-ELECTRONIC COMMISSION SERVICES), INTERCONTINENTAL HOTELS GROUP

JUNE 2008-SEPTEMBER 2008

Responsible in consolidating travel agent commissions, checking possible violations in offering lowest rates in comparison to other third party websites. Acquired knowledge in Global Distribution Services such as Apollo, Amadeus, Sabre and Galileo systems.

CERTIFICATION FOR POSITIVE COACH APPROACH TRAINING PROGRAM

JANUARY 2009- MAY 2009

Certificate of Achievement for Positive Coaching process, a skill needed for an effective group management thru call quality enhancement, providing customer service at par and maximizing hotel revenues.

CERTIFICATION FOR NEW HIRE TRAINING ASSIST

MAY 18- JUNE 12, 2009

MAY 10- JUNE 10, 2010

Responsible for assisting training of new hires incorporating Hotel Reservations theory with application by integrating system processes.

EDUCATION

Bachelor of Science in Physical Therapy, Our Lady of Fatima University

Marulas, Valenzuela City 1994-1997

Arts and Sciences in Physical Therapy, Emilio Aguinaldo College

Gonzales street, Ermita, Manila 1992-1994

REFERENCE

Marie Rose Dizon

Training department, Manila Peninsula Hotel

02 8872888

Raymond S.Guerrero

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