Customer Service Manager
Resume:
Rian Mari Enriquez
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Rolling Meadows, IL 60008
********@*****.***
SUMMARY
Motivated, creative, detail oriented and dependable with exemplary people
skills. High energy, self starter and willing to learn from start to
finish.
Delivers quality customer service; facilitated customer's needs which
exceeded customer satisfaction; conducted daily office admin operations
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Relevant Experience:
The Meadows Club
Sales Receptionist (part time - weekends)
July 2010 - Present
-Assist in receiving calls regarding tour inquiries, availability and
booking client's event
-Assist in giving tours and showing the banquet hall for walk-in clients on
weekends
-Meeting and greeting walk in clients / visitors
-Assist in other duties assigned
Woodfield Fund Administration LLC
Senior Fund Administrator
July 2008 - August 2010
-Reviews and process subscription documents of assign hedge fund
investments to make sure smooth transition of investment subscriptions and
inquiries in a timely manner
-Reviews PPMs and other offering documents relevant to the assigned funds
(e.g. fund of funds, long/short, private equity funds, asset back; etc.)
-Coordinates details with the fund managers and investors regarding
subscriptions, redemptions and other necessary documents associated with
their investments
-Process confirmations and correspondences to investors, fund managers and
clients such as brokers, auditors, lawyers, etc.
-Sends out necessary data and documents needed for audit; we do coordinate
with fund managers, accountants and auditors for clear review and audit
trail.
-Initiates wires for payments, redemptions, holdbacks, etc.
-Updates ERISA, restricted persons percentage, slot checks, etc.
-Coordinates details with the fund managers and investors and fund managers
regarding investments, subscriptions, redemptions and other necessary
documents
-Process AML compliance checks of all investors
-Monitors bank accounts for incoming and outgoing wires and process bank
reconciliation
-Assisted in setting up bank accounts for new clients
Work in the Philippines:
SITEL PHILIPPINES (VIRGIN BLUE AIRLINES) May 2007 - Nov 2007
USA GATEWAY INC. Sept 2006 - Feb 2007
PEOPLESUPPORT PHILS., INC (EXPEDIA.COM) June 2004 - Aug 2006
Customer Service Advisor / Travel Consultant
-Assisted customers in booking flights, changing, canceling existing
flights and schedule changes made by the airlines
-Collaborated with partner agencies for efficient and excellent customer
service
-Monitored and provided necessary travel information to sub-agents like
weather, local news, and political news
-Provided daily updated contracts to all sub-agents
-Processed and issued airline tickets
-Monitored flight's general distribution system (WorldSPAN and SABRE) for
all airlines
-Generate weekly productivity report for review and monitoring purposes
-Monitor and correct all ticket records that were sent to the ticketing
queue
-Provided support for agents and customers
o Managed escalated customer calls
o Remediate problems reported by the customer
o Process incorrectly issued and lost tickets for exchange or refund
o Liaison between Hotel Managers and on-line customers requesting
refund
-Performed quality check on processed ticket records
-Notified agents of ticketing errors
o Monitored and corrected rejected queues from WorldSPAN (flight
general distribution system)
o Investigated and verified cases with ticketing problem to ensure
accuracy of the information given and process the issues accordingly
o Provide coaching to associate agents
-Partnered with Team Supervisors and Training Departments and exchanged
information in regards to flight updates, rules, and travel conditions
o Inform management of repeated errors made by their agents to correct
the problem and handle the resource/s accordingly
o Generate and analyze general operation reports and provide feedback
to associate agents and their management
-Provided training in managing travel arrangements
o Make sure that agents are knowledgeable of the hotel, auto, flight,
exchange, and package details and are ready to provide excellent
customer service
o Ensure that we adhere to policies imposed by our partner vendors
o Assists customers/callers in booking or checking packages, flights,
hotels, cars and other online services
ABS-CBN BROADCASTING CORP.
Talent Development & Management Center
Marketing and Talent Manager for Artists/Talents
March 2000-April 2004
-Managed and negotiated contracts and projects for up to 15 artists
-Attended client meetings on behalf of the artist to discuss contracts for
each artists
-Dealt with clients and sponsors regarding rates, contracts, projects and
other confidential matter
-Reviewed each clients' contracts
-Collaborated with the Legal Department to make sure that the contracts are
written appropriately and correctly
-Coordinated artists' schedules in regards their contracts and projects in
timely and efficient manner
-Served as Marketing Coordinator for every show and product endorsement of
each artists
-Organized all events of all artists handled (Christmas parties, launching,
etc.)
-Generated financial expense reports for tax purposes
-Wrote press releases for artists new projects for magazines and alike
-Assisted in forming the artists' public image in relation to their chosen
career path
Computer Skills:
Proficient in: Windows 2000 and XP; Outlook; Microsoft Office Suite: Word,
Excel, PowerPoint;
Experienced in: WorldSPAN, SABRE, EXPERT (Flight database systems)
Education:
Professional Wedding Consultant Certificate, Harper College, 2010
Bachelor of Arts in Mass Communications
St. Paul University1995-1999 (Quezon City, Philippines)
Trainings, Seminars and Awards:
Commendation Award for Customer Service September 2007
Customer Service Advisor and Worldspan Training March 2005
Travel Industry Package Training December 2005
Assigned Mentor for agents on Nesting August
2004
Awarded as Most Promising Agent - Expedia.com August 2004
Travel Basics Training for Expedia.com July
2004
Volunteer Work:
Promiseland Age 4-5, Willow Creek Church Barrington, IL
Wedding Ministry, Willow Creek Church Barrington, IL
Rolling Meadows Chamber of Commerce
Contact this candidate