Manager Customer Service

Objective

To be in a challenging role that would utilize strong creative

abilities, to develop, speak, inspire and & deliver outstanding service

satisfaction, execute consistency in standards & processes through a

documented history of successful administrative skills, technical

abilities & organizational service.

Profile

Motivated, personable business professional a college degree and a

successful 10-year track record of proven administrative skills. Talent

for quickly mastering technology. Diplomatic and tactful with

professionals and non-professionals at all levels. Accustomed to

handling sensitive, confidential records. Demonstrated history of

producing accurate, timely reports & per company policy & guidelines.

Flexible and versatile - able to maintain a sense of humor under

pressure. Poised and competent with demonstrated ability to easily

transcend cultural differences. Thrive in deadline-driven environments.

Excellent team-building skills.

Skills Summary

Project Management Computer Savvy Front-Office Operations

Report Preparation Customer Service Professional

Written Correspondence Scheduling Presentations

General Office Skills Inventory/ Data integration

Bookkeeping Time Management

Professional Experience

Communication: Reports/Presentations/TECHNOLOGY

o Prepare timely reports for daily operations' information & reference.

o Accurate inventory, streamlining of spares into the database.

o Rapidly learn and master varied computer programs.

guest Service/Problem Solving

o Supports office operations and provides guest service recovery when

necessary

DETAIL MASTERY & Organization

o Manage admin & amenities aspects of day-to-day operations. Supports

key departments within hotel ops.

o Upkeep of confidential records, crew files and department operations

log, schedules & planning.

Employment History

Disney Cruise Line. - Disney Wonder

Shipboard Job Scheduler, May 30, 2010 to Present

o Ensured that the Company is compliant with the ratification of

ILO/MLC.

o Successfully rolled-out the new Time and attendance program in the

Disney Fantasy, trained users and held classes to better implement the

basics of the program in line with MLC/ILO.

o Responsible for weekly generation of all shipboard work schedules,

ensuring they are compliant with applicable regulations. i.e. Project

Onboard (POB), International Labor Organization (ILO), Maritime Labor

Convention (MLC) Act as the Business Administrator of MAPS (New

Scheduling System) on the ship providing Subject Matter Expert (SME)

support as needed and maintaining the integrity of the system.

o Documentation of all weekly shipboard operating schedules, inclusive

of all locations in Hotel, Entertainment, and MTO, including training

hours and overtime.

o Ensure schedules are in compliance with applicable governing

regulations (POB, ILO, MLC).

o Partnered with each department's scheduling liaison to ensure

schedules meet the needs of the business, the leaders, and the crew.

o Maintained operational integrity and maintenance of MAPS.

o Partnered with Payroll analyst and operating leaders to

reduce/eliminate the risk of POB violations (Labor hours per week,

required rest periods), as well as time clock adjustment errors.

o Act as the first line of contact between MAPS users and the Support

Center for MAPS to ensure timely resolution of issues.

o Provide day to day MAPS support for the staff and ensure appropriate

investigation of any MAPS issues.

o Train and support MAPS users.

Disney Cruise Line. - Disney Magic/ DisneyWonder

Housekeeping Operations Asisstant, 2005 to May 30, 2010

o Responsible for Housekeeping activity, work process and quality within

designated section: Office Administrator; overseeing fulfillment of

operating requirements. Providing leadership focus and management

accountability in Housekeeping daily operation, and long term

accountability.

o Daily completion of responsible duties within section as defined in

Operating Guidelines.

o Delivery of Magical Treasure amenities to Guest rooms prior to Guest

arrival.

o Monitor and submit Department's weekly overtime hours.

o On time submission of list of Crew who did luggage handling to

Business Office for payment of flat rate fee.

o Provide department manpower complement stability through planned

forecasting.

o Safety and confidentiality of Housekeeping Crew performance files.

o Provide the Crew with pertinent information and documents related to

their job status eg. contracts, travel request, training certificates

etc.

o Issuing and upkeep of department's communication and operational

tools eg. radios, pagers, keys etc.

o Effectively communicates with team members on daily and long term

goals and expectations.

o Establishes open relationship with Crew for two-way communication.

o Maintains honesty and integrity of performance toward desired

outcome.

o Fill out and submit Personnel Action Notice, Termination forms as per

instruction by Exec. Housekeeper.

o Assist 1stHousekeeper in keeping and updating of training records.

o Liaise in the completion of tasks by the 2 ndHousekeeping Managers,

eg. Inspections, reports etc.

o Perform other related task as designated by the Manager Housekeeping.

Disney Cruise Line. - Disney Magic

Shadowing - Wardrobe Manager, March 2005

o Shadowed Wardrobe Manager role while on HK Ops Asst position.

o Learned the Wardrobe operations, receiving, issuance & full inventory

of the Wardrobe

o Learned the different cleaning privelages of various positions.

o Learned the monthly forecasting, budgeting and recycling process of the

wardrobe operation.

Disney Cruise Line - Disney Wonder/Disney Magic/ Castaway Cay -

Bahamas

Engine Storekeeper, 2003-2005

o Accountable for inventory control of the entire deck and Engineering

stores.

o Assists relevant officers with requisitioning of stores.

o Responsible for inventory control & procurement.

o Updates and requisitions par values.

o Updates AMOS system stock control daily.

o Performs budget control of all Deck and Engineering stores.

o Receives stores on board related to Deck, Engineering and

Entertainment Departments.

o Checks the condition of chlorine drums on the quay on arrival and

makes sure caps are tight. Rejects drums that are damaged, leaking or

pressurized due to heat.

o Maintains cleanliness and orderliness in the storeroom.

o Streamlined technical spares with AMOS on both Disney Wonder. Disney

Magic & Castaway Cay.

Disney Cruise Line - Disney Wonder

Wiper, 2002-2003

MV Asuka - NYK Cruises

Wiper, 2001-2002

MV Asuka - NYK Cruises

Day Cleaner, 2000-2001

kenny rogers roasters - Lipa City Batangas, Philippines

Team Leader - 1999-2000

laisa's catering services - Ibaan Batangas, Philippines

Planning Coordinator/waiter, 1998-1999

Education

EDUPRO PHILIPPINES - Amorsolo Avenue, Makati City Philippines

Completed Training - CompTIA A+ & Certification - Sept 2011

EDUPRO PHILIPPINES - Amorsolo Avenue, Makati City Philippines

Completed Training - CompTIA Net+ & Certification - Sept 2011

technological institute of the philippines - P.Casal, Quiapo Manila

Associate's Degree - Marine Engineering, 1998

Computer Skills/Knowledge

comptia a+ ce

COMPTIA NET+ CE

MAPS - (Man power analysis & planning system)

AMOS Business suite

FIDELO MMS

STAR (SHIPBOARD TIME & ATTENDANCE REPORTING)

ESPRESSO (LOCATION, REPORTS & RAPID RESPONSE)

C-COW (Crew compensation & operational workflow)

SAP

MICROSOFT OFFICE (OUTLOOK, EXCEL, WORD, POWERPOINT)

AIMS (Assets Integration & Management System)

Trainings/Certificate

Comptia a+ - certified october 2011

COMPTIA Net+ - certified october 2011

Solas (LIFEBOAT/LIFERAFT SQUAD) - 08/07/09

DCL HR Project onboard - 07/31/09

dcl stcw familiarization safety training - 07/26/09

dcl security awareness - 07/26/09

twdc (THE WALT DISNEY COMPANY) PRIVACY & SECURITY DIRECTIONS - 03/07/09

DCL - a leader's role in retention - 08/09

dcl - five dysfunctions of a team: how to build a moosetrap - 08/09

dcl - monitoring workshop - 08/09

DCL HR PLEX (PREPARING LEADERS FOR EXCELLENCE) - IMPROVING PERFORMANCE

-02/25/09

DCL HR PLEX - PERSONNEL PROCESSES & DOCUMENTATION - 02/24/09

DCL HR PLEX - FEEDBACK & LISTENING - 02/24/09

DCL HR PLEX - COMMUNICATION GUIDELINES & METHODS - 02/23/09

DCL HR PLEX - MEASURING THE MAGIC - 02/19/09

DCL HR PLEX - HANDLING GUEST & CREW SITUATIONS - 02/19/09

DCL HR PLEX - MANAGING OPERATING COSTS - 02/18/09

DCL HR PLEX - LEARNING TO LEAD - 02/17/09

DCL HR PLEX - HEALTH & SAFETY FOR GUESTS & CREW - 02/17/09

DCL HR PLEX - SAFETY MANAGEMENT - 02/17/09

DCL HR PLEX - PROFESSIONALISM & ONSTAGE MANAGEMENT - 02/16/09

DCL HR PLEX - THE WALT DISNEY COMPANY & YOU - 02/16/09

DCL HR PLEX - INTRODUCTION & CONVERSATION - 02/16/09

WDPR - THE DISNEY BRAND & OUR GUESTS - 01/13/09

DCL ACOUNTABILITY THAT WORKS - 01/13/2009

DCL COMMUNICATING EFFECTIVELY; FLEXING YOUR STYLE - 01/13/09

DCL FEEDBACK & WORKSHOP - 01/12/2009

DCL HR DRUG & ALCOHOL AWARENESS - 01/09/2009

DCL OPTIMUM HEALTH - 01/07/09

DCL HR LEADING EXCELLENT GUEST SERVICE - 01/06/09

DCL SITUATIONAL LEADERSHIP - 01/06/09

WDW ANALYZING PERFORMANCE PROBLEMS - 01/06/09

DCL STRESS MANAGEMENT AT WORK - 01/05/09

WDW ESTABLISHING CREDIBILITY - 12/17/2008

TWDC - OUR STANDARDS OF BUSINESS CONDUCT - 07/29/2008

DCL HR RECORD CARDS & PERFORMANCE REVIEWS - 06/21/2008

DCL HR PREVENTING WORKPLACE HARASSMENT - 06/18/2009

TWDC - WHAT DO YOU NEED TO KNOW ABOUT E-MAIL - 06/01/2007

DCL PERFOMANCE CONNECTION - 11/30/2007

DCL STANDARDS FOR BUSINESS CONDUCT FOR LEADERS - 08/08/2006

DCL COMMITMENT TO CREW - 07/29/09

DCL HR VIOLENCE FREE WORKPLACE - 07/26/2006

BASIC FIREFIGHTING - 09/10/04

ELEMENTARY FIRST AID - 09/10/04

PERSONAL SURVIVAL - 09/10/04

DCL THE ART OF GUEST SERVICE - 09/10/2004

DCL ENVIRONMENTALITY CLASS - 12/11/2002

DCL CROWD MANAGEMENT - 12/06/2002

DCL CULTURAL AWARENESS - 12/06/2002

SAFETY MANAGEMENT SYSTEMS - 12/05/2002

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