April Joy C. Dela Rosa

Al Mansoura Mobile No: ***6-2668

Doha, Qatar Email: addlk9@r.postjobfree.com

Objectives

Seeking for a company that would require me to utilize my experience, talents and skills for the benefit of organization. A company that gives recognition and emphasis to ambitious, dedicated, hardworking and result oriented employees.

Summary

Communicates well (Fluent in English).

Coordinate and perform with co-worker.

Call Center Representative versed in customer support in high volume environments. Superior computer skills and telephone.

Customer-focused Representative with a proven capacity to troubleshoot issues to ensure customer satisfaction.

Resourceful customer representative who consistently meets and exceeds productivity goals. Skills

High Customer service standards

Strong problem solving ability

Strong communication skills

Troubleshooting skills

Proficient in computer with knowledge in typing, database, Windows Word, Excel, PowerPoint, Email,

Outlook and Intern

Work Experience

Link Travel & Tourism -February - April 2020

Travel Consultant

Regency Travel and Tour January 2018 – January 2020 Receptionist (3 months)

Reservations Executive / Travel Consultant

• Making reservations

• Providing quality service

• Calling airlines

• Following up on travel reservations

• Entering data into computer applications

• Booking hotel rooms and car rentals

• To deal efficiently and politely with all telephone, email, internet and ‘in person’ enquiries. To ensure that all reservations are recorded following established procedures with full and clear information and that they are inputted accurately and promptly onto the system.

• To maximize revenue by converting enquiries, recognizing business prospects and opportunities to upsell venue services.

• To liaise with clients and customers to coordinate corporate events whilst building rapport and creating professional relationships.

• To exercise effective listening to capture relevant information and provide a premium experience for the guest

• To liaise with all departments to ensure the best service is provided to our customers.

• To ensure that all work meets company standards and is according to training given; all function paperwork must be accurate and complete, including catering requirements, guest preferences, booking supplements and payment details. − To create daily floor sheets detailing reservations.

• To undertake general administration duties.

• To observe the Company’s rules and procedures and carry out any reasonable request made by their Manager, Supervisor or the Duty Manager.

• To attend training sessions and team meetings as required and to be involved and contribute to these Secretary Aug 2017 – Jan 2018

Al Aseel Manpower

• Manage the daily/weekly/monthly agenda and arrange new meetings and appointments

• Conducting Interviews with employee.

• Prepare and disseminate correspondence, memos and forms

• File and updatecontact information of employees, customers, suppliers and external partners

• Support and facilitate the completion of regular reports

• Develop and maintain a filing system

• Check frequently the levels of office supplies and place appropriate orders

• Make travel arrangements

• Document expenses and hand in reports

Call Center Agent July – Aug 2017

Sealine Beach Resort Murwab

• Answers incoming calls.

• Directs call to guest rooms, staff, or departments through the switchboard or PBX system.

• Places outgoing calls.

• Receives guest messages and deliver the same to the guest.

• Provides information about hotel services to guests.

• Assists in reporting telephone equipment or service complaints and problems.

• Trains or assists with training new telephone operators in performance of job duties.

• Keep records of calls placed and received by all departments and recording the call charges. Customer Representative, 11/2015

ALORICA — Lipa City, Batangas Philippines

Collected customer feedback and made process changes to exceed customer satisfaction goals. Made reasonable procedure exceptions to accommodate unusual customer requests. Provided accurate and appropriate information in response to customer inquiries. Demonstrated mastery of customer service call script within specified timeframes. Addressed customer service inquiries in a timely and accurate fashion. Maintained up-to-date records of all time.

Developed effective relationships with all call center departments through clear communication. Ran reports and supplied data to fulfill customer report requirements. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

Built customer loyalty by placing follow-up calls for customer who reported product issues. Formulated and enforced Service Center policies, procedures and quality assurance measures. Assisted with the development of the call centers operations, quality and training processes. Led a team of customer service representatives to increase service center profitability. Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met. Properly directed inbound calls in phone queues to improve call flow. Trained staff on how to improve customer interactions. Technical Support, 12/2013

TELETECH - Lipa City, Batangas Philippines

Issued license codes to new and existing customers. Provided base level IT support to company personnel. Resolved customer complaints and concerns with strong verbal and negotiation skills

● Built and maintained successful relationships with service providers, dealers and consumers. Maintained composure and patience in face of difficult customer situations. Support customers with online billing and account issues. Assessed customer bug and enhancement requests and prioritized development

. Researched, documented and escalated cases to higher levels of support according to internal procedures.

● Reviewed support cases for technical and troubleshooting accuracy.

● Identified opportunities to upsell product and services.

● Assisted in process refinement to improve customer service and support. Educational and Training

2012 LIPA CITY COLLEGES, - Lipa City, Batangas Philippines Computer Science Training in Call Center Technology

Student Government Representative

Personal Information

Date of Birth : 13 April 1992

Place of Birth : Quzeon City

Age : 28 years old

Height :152 cm

Weight : 122lbs

Marital Status : Married

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