Customer Service
Resume:
RESUME
Name: Von Joerelyn G. Segaya
Mobile Number: 056-***-****
Email Address: *********@*****.***
Address: Al Nahda, DUBAI UAE
Looking for New Role and Opportunities
Visa Status: Cancelled Visa (I can join immediately)
Customer Service Representative / Marketing and Communication Assistant/ Customer Support Executive / Sales / Customer Service Supervisor E-Commerce / Receptionist / Help Desk Executive
Objective:
To offer responsibility and impart my skills for the development and growth of the company or organization, where my experience can be significance. With the goal of planning, development, implementation, support the administration.
Summary of Skills:
Hardworking and experienced in the Operations of the Customer Service, with over 13 years’ experience. Analytical Skills, Problem Solving, Customer Engagement, Strategy, Interpersonal Skills, Customer Service, Communication, Customer Satisfaction, Product Marketing and Customer Experience.
People skills, customer service, recognized training skills and motivating staff to support company objectives.
Excellent internal and external communication skills at all levels, communicating with clients or guests and general correspondence and administration within my work place.
Excellent administration and organizational skills; full understanding of the administrational system to increase efficiency and effectiveness in a business environment.
I have enjoyed working in the hotel operation field which involves both guest relations communications and operations management. I would like to broaden my knowledge and experience in the field of Customer Service and Communication, which is where my real passion lies. To be appointed to a promising and challenging position in customer management or Project Management that utilizes my 13 years of experience and skills for the benefit of the company; and to continue to develop my career. A challenging career in relevant field that offers opportunities for professional growth, where I can efficiently utilize my skills & explore my experience to make significant contribution towards the organization’s growth & at the same time have the prospects for professional growth & development.
Capabilities:
Data Entry / Reservations/ Sales / Administration Work/ Office Coordinator
Opera System / Fidelio System / FCS’s System – Guest Request / Inter-Dept.
Telephone System – Meridian and Cisco Telephones
Oasys’s System –In-charge preparing Payroll for Front Office Dept. (60 Colleagues) / PAYTRAX -SYSTEM
FBM System / FMC – In-charge preparing Stock request for Front Office Dept.
Filling the Medical Sick leave Form / Records / Vacation Files Records / Cashiering
Avaya System, SmartTel System & iTiger System (Telecommunication Data)
SMS Broadcasting by Etisalat
Have a Excellent knowledge (POS-Point of Sale) / Have a Excellent knowledge Micros
Computer Literate, Works well under pressure, Flexible and Hardworking
Patient and can communicate and deal well with other people
Have a good human relation/ Approachable
Willing to undergo in training and fast learner
Personal Work Experience:
Royal Rose Hotel (Five Star Hotel ) 355 Rooms
Bin Ham Group & City Seasons Hotels Properties
Electra St. Abu Dhabi PO Box 4708
United Arab Emirates
Designation: Guest Service Supervisor
November 2015 – April 16, 2020
Duties & Responsibilities:
Handling guest satisfaction, complaints & resolving the issues via phone, email, mail, or social media.
Responsible for Trip Advisor feedback and response to the guest reviews on behalf of General Manager / Responsible for Boooking.Com feedback and response to the guest reviews on behalf General Manager / Responsible for any Online reviews and response to the guest reviews on behalf of General Manager
Responsible for the Privilege Card / Sales / LOYALTY Card of the hotel files (OMNI System), records, new member encoding in the system / renewal process / up-selling.
Responsible for Hotels Loyalty Programs Card (City Plus Card) and activity Membership
Promoting Sales of the hotels / Hotel Promotions / Preparing and Induction for New Joiner
Give information to customers about services we provide. Attend customers both in person and via phone or email.
In-charge of Concierge Team, Delighted to Served Agent, and Guest Relation Officer
Responsible of 2,000 AED cash float
Determine contingency plans in case of any disruption.
Promptly respond to the inquiries of internal and external customers over the telephone/ Communicate with customers via online chat and email.
Provide information on the Organizations’ products, services, and explain procedures to customers over the telephone.
Communicate with customers through calls / emails and assist them with their inquiries.
Redirect calls / emails to the concerned departments.
Register complains on the allocated system to get the concerned department to contact the customer.
Evaluate the problems of the customers and provide logical solutions.
Maintain the required quality for the process.
Monitor efficiency and accuracy of the staff performance in terms of adherence, information provided to customers, availability and overall Customer care rules
Cross Exposure and conducting Monthly Training in the Department
In-charge / Preparing on monthly basis the incentives of all the Front Office associates (submitting to accounts)
Ensure proper capturing of the data on the system with a focus on accuracy and efficiency
Prepare and review Customer Care unit's KPIs
To welcome guests to the Hotel, answer guest questions and resolve guest problems.
Handle VIP guests and To handle VIP in liaison with the DM
Ensure a smooth and effective operation of the GRO team
Ensure prompt, efficient and courteous reception / farewell of guests
Ensure the desk is fully operational, all necessary collateral and work tools available
Have full awareness of current daily status of Hotel
Be thoroughly conversant with all room types, décor and outlook
Run communication and recording of complaints; deal with complaints on 2nd level.
Be aware of daily functions, events, VIP and group arrivals
Ensure quality of data is maintained within the property management system enabling accurate guest history and sales information.
Provide reservations for hotel outlets
Assist guests with requests concerning hotel facilities and services
Provide all hotel information / Room’s Inspection for VIP guests and arrivals
Ensure that the Honeymooners, Birthday Guest, Anniversary of the day and arrivals will be follow up on the amenities
Dispatch appropriate personnel to satisfy guest requests and resolve guest issues. Continuously interacts with customers (via Courtesy Calls) to obtain feedback on quality of product, service levels and overall satisfaction, Captures all relevant Guest History information in Opera Profiles
Updating guest complaints in Opera System and guest profiles preferences
Preparing for appraisal and updating the development of the Team
To lead the Concierge Team, Guest Relations Team, Delighted to Serve Team, Business Centre & Executive Floors
EMPLOYEE OF THE MONTH December Year 2015 – Front Office Department Royal Rose Hotel Abu Dhabi
Recognition by the Guest’s at www.tripadvisor.com and www.booking.com
Designation: Delighted to Serve Supervisor
May 19, 2015 – November 2015
Duties & Responsibilities:
Attend to each call in a courteous and efficient manner, using standard hotel telephone etiquette.
Handling guest complaints & resolving
Run communication and recording of complaints; deal with complaints on 2nd level.
Preparing a monthly training calendar to associates to monitor the SOP’s had been applied.
In charges in FO colleagues vacation files, sick leave form, PH form and Payroll Process updating on monthly basis.
To ensure that the FO office board are updated in new memo’s, new colleagues and any related tools to the knowledge of staff’s.
In charges of filing, data entry, coordination and office supplies.
Preparing new files for new employees on the job training.
Empowers associates to provide excellent customer service. Ensures associates understand expectations and parameters.
Participants in hospitality audits for associates and gives appropriate feedback to improve individual hospitality skills. Trains associates in Problem Resolving and maintains high focus of resolving any Guest issues.
Observes service behaviours of associates and provides feedback to individuals; continuously strives to improve service performance
Ensure that standards are maintained at a superior level on a daily basis.
Participates in the development and implementation of corrective action plans.
Effectively maintains a guest information tracking system for Guest Complaints gives regular feedback to HOD’s Executive Team, produces reports on the issues.
Captures all relevant Guest History information in Opera Profiles
Maintain a log of all calls. Follow up information, including final status
Print and distribute report per unit requirements. Performs other related tasks as assigned by management / Ensure full liaison with other departments
Preparing for appraisal and updating the development of the team
The Cove Rotana Resort & Hotel, (Five Star Hotel ) 346 Rooms
Rotana Resorts & Hotels Properties
Ras Al Khaimah P.O Box 34429
United Arab Emirates
Designation: Contact Centre Supervisor
October 14, 2012 – April 30, 2015
Duties & Responsibilities:
Competencies
Understanding Hotel Operations
Planning for Business
Understanding Differences
Customer Focus
Effective Communication
Teamwork
Supervising People
Supervising Operations
Adaptability
Drive for Result
Assisting the Front Desk Section, Concierge Section & Guest Services Section.
Knowledge of Reservations & Booking.
Oasys’s System –In-charge preparing Payroll for Front Office Dept. every month
FBM System – In-charge preparing Stock request for Front Office Dept.
Filling the Medical Sick leave Form / Records
Vacation Files Records / Calendar Year Vacations
Preparing for Training Plan in all the Front Office Sections
Preparing the Guest Messages on daily basis / VIP guest in-house
Very comprehensive knowledge of the Hotel and Residences, including all departments, services, outlets and Dubai
Knows all the operation hours of all outlets and facilities as well as the extension number of all department outlets, executives and facilities
Lead by example through passionate, hands on approach and motivating the team
Manages the day to day operations, coordinates and monitors the work of the Communication department to ensure that service is provided in a professional and courteous manner whilst adhering to standards
Brief the team for full awareness of all activities within the hotel in order to provide accurate information to all internal and external guests
Establish training plans according to the needs of the department
Ensures that daily briefings are happening and shares all relevant and important information
Maintains and develop Communication SOP’s and shares with the team accordingly
Carry out telephone call tariff survey and detailed checks on call discrepancies.
Assist the Communication team in their day to day operation whenever required
Be flexible and extend job duties to meet business demands and guest service needs
Draw up internal telephone directories and maintain the same
Close cooperation with all areas to ensure information for performing the services of telephone switchboard and constant functioning of all systems
On a regular basis, updates the telephone book in Opera and the Hotel Directory
Verifies the record of each DDD (Domestic Direct Dial) and IDD (International Direct Dial) and ensure with Front Office Reception that all telephone charges are billed and collected from guests
Keeps abreast on hotel products and services as well as on tourist and business travelling information that maybe of any interest to our guests and communicates information to direct and indirect subordinates to ensure they are able to answer guests’ questions.
Handles special guest requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction and maintains a record of all complaints received from all guests and follows up when necessary
Maintain the privacy of all guests by ensuring that no details of the guest are disclosed to anybody / Maintain an up to date knowledge of the Hotel and local services and communicate this to subordinates so they can supply information and respond to Guest queries.
Following up the Lost & Found policy. / Following up the Emergency procedures.
Maintain an awareness of Guest profiles through Opera Guest profile system.
Establish and control the duty roster according to the business needs.
Report to the local telephone provider any faults or adjustments and changes in the communication equipment throughout the Hotel after checking with the Front Office Manager, Information System Manager and Chief Engineer.
Ensure the Front Office Manager is kept fully aware of any relevant feedback from either customers or other departments. / Ensure the calls must be written in telephone summary sheet
Ensure the international / local calls made by the guest are charges accurately.
Ensure the department is manned fully at all times and every call is promptly attended.
Deal with any complaints, take action where appropriate and communicate this to the Front Office Manager and immediate Superiors.
Ensure all wake up calls are made at the correct time, according to the Hotel standard.
Operate in a safe and environmentally friendly way to protect guests’ and employees’ health and safety, as well as protect and conserve the environment.
Comply with the hotel environmental, health and safety policies and procedures.
Rotana Training Attended: Completed a Destination in Leadership Training” – for a Good Leadership January 2013 - February 2013
Rotana Training Attended: Managing People Performance – January 2014
Rotana Training Attended: First Aider - April 2014
Rotana Training Attended: OJT On the Job Training (Departmental Trainers) - April 2014 - May 2014
Taj Palace Hotel, (Five Star Hotel ) 249 Rooms
Off Road Deira, P.O. Box 42211
Dubai, United Arab Emirates
Designation: Telephone Supervisor
October 26, 2009 – October 01, 2012
Duties and Responsibilities:
-Receives guest calls in a professional manner, ensuring guest expectations are always exceeded. / Maintains effective communication with all related departments to ensure smooth service delivery / To handle every query in a polite and courteous manner.
-To ensure total guest satisfaction by ensuring message taking is correctly.
-Ensures any faults or modifications are reported to the Front Office Manager.
-Ensures guests are greeted upon calling to the correct standard.
-Maintains an up to date knowledge of the hotel and local services.
-Maintains an awareness of guest profile through the guest profile system.
-Ensures that a high level of customer service is consistently maintained.
-Must follow the Brand Standards/SOP’s. {Standard talk lines}.
-Assisting my team,if they encounter any difficulties in their shifts.
-Checking the SmartTel System to stay on track the records.
-Taking a extra care for the message for the guest’s about their {Flight details, Bookings…etc.} / To be most efficient & give positive response for the callers/ guest request. / Make a log for guest complaint and to follow-up and reporting to the Duty Manager to do the most needful.
-Updating all the records at the Fidelio System/ Telephone Book / Extension list of the hotel. / Handling the Fire Mock Drill Evacuation, Emergency Procedures & Bomb Treat Procedures. / Giving the actions for guest’s complaint.
-Reporting to the Front Office Manager for any issues. /
-PROMOTED AS TELEPHONE CENTRE SUPERVISOR
Majestic Tower Hotel (Four Star Hotel )
Designation: Cashier cum Order Taker / Pre-Opening Team
Mankhool Road, Bur Dubai, P.O. Box 122235
July 06, 2006-October 14, 2009
Dubai, United Arab Emirates
Duties and Responsibilities:
-Handling all the bills. – Handling Credit Card Payment / Recognize money currencies-currency
-Handling cash registry. – Validating the special Voucher / Promotions
-Ensures that a high level of customer service is consistently maintained
-Respond to customers’ complaints and resolve their issues
- Take payment in exchange of items sold
-Bag, box and wrap purchased items
- Identify prices of goods using memory or scanner
- Enter transactions in the cash register and provide customers with the total bill
- Sort and count currency and coins
- Issue receipts and change to customers
- Count money at the end and beginning of each shift
- Process exchanges and refunds
- Ensure that all checkout counters have enough cash
- Process credit card and check payments
- Weigh items and determine prices of the same
- Issue trading stamps and gift cards
-Perform the duties of customer service representative when required
- Maintain periodic sales reports and spreadsheets
- Assist in stocking shelves, rotating merchandise and marking prices
- Ensure management of daily cash accounts
- Maintain periodic transaction reports
-Ensure maintenance of check out areas
- Resolve customer complaints in a proactive manner
- Open and close tills
- Train other staff members to work as cashier
- Maintain knowledge of store inventory and sales activities
- Keep the work area tidy and clean
-Adhere to Accounts Dept. Standard.
-EMPLOYEE OF THE MONTH October Year 2008 – ACCOUNTS DEPARTMENT
Education:
Trainings and Seminar Attended:
Tertiary Level:
Seminar Workshop on Integrated Hotel and Restaurant Service- Power Institute of Hotel Administration
· Creative Techniques for Efficient Table Settings and Attractive Arrangement
· Meeting Greetings and Seating the Guest
· Serving Food/ Variations Basic Techniques/Russian Service/American Service
· Food and Beverage Serving Techniques
· Bed Making
Training Course- Southern Institute of Maritime Studies for Land based and Shipping Lines
· Basic Safety Training
· Fire Prevention and Fire Fighting
· Elementary First Aid
· Personal Safety and Social Responsibility
Fortress College – 1996 – 1999
Kabankalan City, Negros Occidental
Philippines
University of St. La Salle – 1999- 2003
Interdisciplinary Studies
Bacolod City, Negros Occidental, Philippines
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