Customer Service Respresentation, Operations

MARY ANNE J. REGINO

Residential address: Bin Mahmoud

Email: **************@*****.***

Mobile: +974-****-****

CORE COMPETENCIES

Customer service skills

Verbal and written communication skills

Ability prioritize and multitask

Problem-solving skills

Competence in office software

Relationship management

Rapport-building

WORK EXPERIENCE

Sponsor: Vistas Global

OPERATIONS OFFICER

Client Affairs Department – Qatar Financial Centre Authority

18 Nov 2018 to Present

Receive and respond to immigration-related queries by phone and email.

Provide assistance to every client’s request involving immigration.

Coordinate and obtain updates with the Ministry to resolve escalations.

Maintain controls by checking the eligibility of each client who seeks for immigration work.

Monitor and document all updates related to immigration processes and procedures by using Method Grid and MS Teams.

Maintain a desired level of quality by means of attention to every stage of the process.

In charge of resolving and closing each request placed by the client.

Provide general relevant administrative support, when required.

HELPLINE OPERATOR / TRAINER

Hamad Medical Corporation

01 Mar 2017 to 15 Nov 2018

Respond efficiently and accurately to callers, detailing possible solutions, and ensuring that client feel supported and valued.

Obtain and verify client information by phone.

Conduct follow up on helpline calls using protocols and referral databases.

Register complaints and follow up with concerned departments.

Maintain and improve quality results by adhering to standards and guidelines, recommending improved procedures.

Research required information using available resources.

Participate in regular meetings such as staff meetings, debriefings.

Responsible in developing training tools and operations manuals and deliver training programs on hospitality operations and customer service.

Assist in updating, maintaining and expanding helpline network, resources and databases.

Conduct training sessions to demonstrate proper work techniques and practical skills in work settings.

CUSTOMER SERVICE ASSOCIATE

Nandos Restaurant

14 Dec 2013 to 28 Feb 2017

Accept calls and provide the best and immediate response to the customers’ inquiry regarding their orders.

Make sales and/or recommendations for products or services that may better suit client needs.

Provide real time update on the customer’s follow up request such as tracking the order.

Resolve complaints on a timely manner.

Generate daily reports to see the growth of the orders.

RESTAURANT SUPERVISOR

Hippopotamus Steak House (Algerian-Qatari Corporation)

City Center Mall, Doha, Qatar

Apr 2010 to Nov 2013

Oversee several aspects of running a restaurant business.

Check restaurant on daily basis to ensure cleanliness, high quality food and food presentation.

Resolve complaints on a timely manner.

Manage staff and maintain relationship with suppliers. Keep everyone motivated.

Generate daily reports.

Approve leaves and overtime of employees.

Supervise cheque or credit policies and procedures and cash handling.

CALL CENTER AGENT (INBOUND & OUTBOUND)

NCO Group Philippines

FRONT LINER/TRAINER

Shakey’s Restaurant, Quezon City, Philippines

July 2002 to Feb 2003

EDUCATION

Bachelor of Science in Business Administration Major in Marketing (Graduate)

Far Eastern University, Manila, Philippines

2001-2006

Clinical Nursing (Short Course)

National Kidney Transplant Institute, Quezon City, Philippines

2004-2005

Marikina Institute of Science and Technology (Secondary)

Sta. Elena, Marikina City, Philippines

1997-2001

Kalumpang Elementary School (Elementary)

Kalumpang, Marikina City, Philippines

1991-1997

PERSONAL INFORMATION

Date and Place of birth: 30 August 1984, Marikina City, Philippines

Nationality: Filipino

Marital status: Single

Contact this candidate