Customer Service Data Entry
Resume:
Josie Tanco - Tinio
Customer-service oriented with 10+ years of experience in BPO
for an International Company based in Kuwait. Highly motivated with the passion to bring out the best and positive quality of each team member.
My greatest strength is my awareness of team work and adaptability to work process. Self-starter and can work under pressure with the ability to multi-task. A very good team player and can lead the team to overcome hurdles and achieve the task. Confident and hands-on trainer; unafraid to fold her sleeves to get the job done.
Experience
2017 - 2018 Leisure Travel Consultant / Executive Asst. Mawared House Gen. Trading, Kuwait
www.mawaredhouse.com
Responsibilities:
• Prepare daily, monthly, and annual report.
• Setting the daily schedule for CEO and CFO.
• Provide travel arrangements
• Organize and review daily incoming reports.
• Sending memos, accepting and making calls.
• Provide tailor-made travel arrangements.
• Providing advice about visas/passports.
• Providing full assistance on visa applications.
• Dealing with client queries and complaints.
• Provide quotations for FITs.
• Assist in rebooking, refunds and cancellations.
• Handle hotel reservations using vendor GDS.
• Promote Travel Insurance and entry tickets.
• Layout graphical designs and materials.
2016 - 2017 Deputy Operations Manager
Mawared House Gen. Trading, Kuwait
(VFS Global / Schengen Visa Application Center)
Responsibilities:
• Coach team on best practices and SOPs.
• Supervise team to ensure operational excellence.
• Oversee operational cost, risk and audit activities
• Maintain operational guidelines for staff.
• Conduct performance evaluation.
• Evaluate inspection reports on safety equipments
(CCTV, PIDs, Fire alarm, Fire Extinguishers etc.)
• Attend and lead department meetings.
• Overseeing staffing requirements.
Personal Data
Address
Calle Doctor Fernando
Primo de Rivera 3/C
28053 Madrid, Spain
**********@*****.***
Skype
live:jtanco1027
Social Media
linkedin.com/in/josie-
tanco-8b250760
Key Skills
Leadership
Conflict Resolution
Interpersonal skill
Time Management
Communication skill
Technical skill
Critical thinking
Technical Skills
MS Office Excel & Word
Photoshop
Powerpoint
Amadeus GDS
Galileo GDS
Abacus GDS
Sabre GDS
Languages
English Fluent / C1
Spanish A2
Arabic A2
• Prepare daily, weekly, month-end and yearly sales/performance reports.
• Providing trainings on process updates and customer service orientations.
• Assign weekly roster and provide assistance in case of staff shortage/ absence.
2012 - 2016 Supervisor
Mawared House Gen. Trading, Kuwait
(VFS Global / Spain Visa Application Center)
Responsibilities:
• Conduct daily morning briefing to team.
• Provide overall assistance to staff (call center, biometric, front-end, and data entry department)
• Prepare daily, weekly, month-end and annual sales/performance reports.
• Provide process training and coaching to team.
• Supervise team to ensure operational excellence.
• Handle complaints and feedback.
• Assign weekly roster and provide assistance in case of staff shortage/ absence.
2011 - 2012 Team Leader
Mawared House Gen. Trading, Kuwait
(VFS Global / UK Visa Application Center)
Responsibilities:
• Prepare daily report.
• Assist team on application process, rules, biometric enrollment, and data entry technical issues.
• Provide orientation to newly hired staff.
• Monitor team members to ensure compliance to SOPs. 2007 - 2011 Operations Staff (Front-end/Biometric/Data Entry) Mawared House Gen. Trading, Kuwait
(VFS Global / UK Visa Application Center)
Responsibilities:
• Check visa application for completeness.
• Verify applicant identity during biometric.
• Capture and enroll applicant’s fingerprint.
• Encode applicant data with 100% accuracy.
• Handle passport collection and inventory.
2006 - 2007 Travel Consultant
BCD Travel, Kuwait
Responsibilities:
• Issue International and Domestic tickets using GDS or vendor software.
• Provide hotel reservations, travel insurance and other travel related requirements.
• Prepare itineraries and provide quotations.
2003 - 2006 Sales and Marketing Officer
Amazing Destinations Travel and Tours, Philippines Responsibilities:
• Conduct market research to identify selling potential and customer needs.
• Preparing, planning, creating, and implementing the marketing tools to promote the local destinations in the Philippines.
• Meeting with sales agents/hoteliers to ensure and maintain continuous sales.
• Assist in selling the products and services.
• Seek-out new sales opportunities through sales calls and meetings. 2000 - 2003 Reservations Officer
Great Sights Travel and Tours, Philippines
Responsibilities:
• Arrange bookings for business and vacation customers.
• Plan and arrange tour packages, excursions and day trips.
• Find suitable fare and schedule information.
• Book reservations for hotels, flights, car rentals/transportation and tours.
• Provide details of the trip.
• Give advice about local weather conditions, customs and attractions.
• Coordinate with travel guide and drivers.
Education
1996 - 2000 Bachelor of Science in Tourism (Hospitality Management) Lyceum of the Philippines Manila, Philippines
Trainings / Courses / Certificates
2018 TEFL (Teaching English as Foreign Language) Madrid, Spain 2018 IELTS Madrid, Spain
March 2011 Customer Service, Communication and Soft Skills GDS Certificates - Abacus Galileo Amadeus
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