Customer Care Manager

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JOHN CHRISVIN MANALO CONWI

Unit D *** Norma Street, Brgy 565 Zone 55, Sampaloc, Manila, Philippines **********@*****.*** / +639**********

EDUCATION

Bachelor of Science in Hotel, Restaurant and Institution Management University of the Philippines Diliman, Quezon

City, Philippines

June 2012 to December 2016

Secondary Education

Manila Science High School

Taft Avenue cor. Padre Faura Street, Ermita, Manila June 2008 to April 2012

WORK EXPERIENCE

SC Reservations (Philippines) Inc.

27-29 th F Tower II, RCBC Plaza, 6819 Ayala Ave corner Gil Puyat Ave Makati, Metro Manila, Philippines

Luxury Sales and Service Specialist – IHG Rewards Club: February 2020 – Present

● Promote best-in-class reservation, sales, and customer service solution.

● Maintain keen interest in luxury travel destinations to inspire loyalty through personalized service that exceeds every expectation.

● Demonstrates knowledge, passion and pride of IHG’s luxury portfolio.

● Uses creativity to own and proactively resolve all customer problems quickly and effectively, ensuring guest satisfaction.

Customer Retention Supervisor – IHG Rewards Club: February 2019 – February 2020

● Responsible for answering various inquiries of agents and team regarding all aspects of the Priority Club Rewards program and offer proactive solutions and / or compensation to escalated concerns.

● Handle incoming escalation calls from Customer Care agents and provides back up support for Hotel Help Desk, Spire and Ambassador department.

● Hands-on Training Unit Manager: October 5 - 18, 2019 Customer Care Representative – IHG Rewards Club: September 2017 - February 2019

● Provides seamless customer experience through effective use of information and tools

● Provides travel advice and creative solutions as part of their IHG Brand experience

● Delivers on the guests' unique travel needs, driving on customer satisfaction and loyalty

● Training Assistant 2: March 24 - April 6, 2018

● Cross Trainee - Guest Relations Phone: August 13 - September 26, 2018

● Training Assistant 1: October 29 - November 29, 2018 ORGANIZATIONS

● UP Society for Hotel and Restaurant Progress (UP SHARP) University of the Philippines

Diliman, Quezon City

● Vice President for Human Resource, September 2015- May 2016

● Human Resources Committee Chairperson, August 2013- April 2015

● Academics Committee Member, November 2012- March 2013

● Member, 2012-2016

4/4

SEMINARS AND TRAININGS

● Practicum Trainee for Hot Kitchen, Housekeeping, and Dining Room Area, Discovery Country Suites – Tagaytay, July – September 2016

● Participant, UP DHRIM’s Hotel Immersion Program: Facilities Management in the Hospitality I Industry, New World Manila Bay Hotel, October 2015

● Function Manager, UP DHRIM Food and Beverage Management II: Tearoom Takeover Affiliation, UP Diliman, Quezon City, March 2015

● Function Manager, UP DHRIM Food and Beverage Management I Event: SAY CHEAT by Rapsa Concepts, UP Diliman, Quezon City, October 2014

● Assistant Dining Room Manager, UP SHARP Annual Chocolate Buffet: Schokoladen Haus, The Tearoom, UP Diliman, Quezon City, February 2014

● Front Office Trainee, University Hotel, UP Diliman, Quezon City, April 2014

● Housekeeping and Rooms Division Trainee, University Hotel, UP Diliman, Quezon City, March 2014

● Participant, UP DHRIM’s Hotel Immersion Program: Rooms Division Management, Hyatt Regency Hotel and Casino Manila, March 2014

● Participant, UP DHRIM’s Hotel Immersion Program: Introduction to the Hotel Industry, Eastwood Richmonde Hotel, February 23, 2013

PERSONAL BACKGROUND

Date of Birth: September 1, 1995

Civil Status: Single

Languages: Fluent in Reading, Writing and Speaking English; Able in Writing and Speaking French Skills and Attitudes: Idealistic, Altruistic, Hard Working, Responsible, and Service-oriented REFERENCES

Mr. Matthew Lim

Luxury Sales and Service Team Manager

IHG 27-29

th

F Tower II, RCBC Plaza,

6819 Ayala Ave corner Gil Puyat Ave

Makati, Metro Manila, Philippines

Phone Number: +639*********

Mr. Mauro Ramos, Jr.

Team Manager, Customer Care

IHG 27-29

th

F Tower II, RCBC Plaza,

6819 Ayala Ave corner Gil Puyat Ave

Makati, Metro Manila, Philippines

Phone Number: +639*********

Mr. Randy Domingo

Training Specialist, IRC Batch

211IHG 27-29

th

F Tower II, RCBC

Plaza, 6819 Ayala Ave corner Gil

Puyat Ave Makati, Metro Manila,

Philippines

Phone Number: +639*********

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