Reservations/ Call Center Agent/ Customer Service Professional

MARIA LOURDES ROSETTE C. RELUCIO

Address: Abu Dhabi, UAE

Mobile Number: +971-*********

E-mail: *******.*******@*****.***

OBJECTIVE

To secure a challenging position in reputable organization to expand my learnings, knowledge and skills. Secure a career opportunity to fully utilize my trainings and skills while making a significant contribution to the success of the company.

WORK EXPERIENCES

AL AIN PALACE Supervisor

Sheikh Mohammad Bin Khalid April 21, 2021- March 9, 2022 Al Nahyan Palace Al Ain, UAE

Description: Responsible for keeping the residence clean and tidy. Set-up, stocks and maintains cleaning equipment and supplies. Monitors and maintains sanitation and organization of assigned areas. Performs additional duties as needed. Accommodating visitors and VIP guests.Monitoring the use of equipment and supplies within the designated area. Assists in travel preparation.Organize office material storage, keeping track of material consumption.

OKADA MANILA Call Center and Reservations Supervisor New Seaside Drive, Entertainment City November 16, 2019- March 16, 2021 Paranaque City 1701, Metro Manila

Description: Responsible in assisting the Call Center Manager, Reservations Manager and Assistant Manager in the daily operations of the Contact Centre in leading and developing the Company’s Contact Centre encompassing telecommunications, VIP Services, FIT room reservations, Group Reservations, Restaurant Reservations and Entertainment reservation and all other customer related inquiries. This position is accountable for the smooth operation of the department to ensure guest expectations are met or exceeded in accordance with the Company’s service standards and that client expectations are exceeded by providing outstanding administrative and sales support.

Call Center and Reservations Agent

December 19, 2016- November 16, 2019

Description: Answering high volume of calls and maintaining a response rate and service levels in accordance with established standards. To accurately capture detailed information on received calls and process such requests or forward the messages to the relevant department. Understanding and responding effectively and clearly to addressed requests over the phone or written correspondences. Report all customer complaints and service requirements to supervisors in a timely and efficient manner to minimize customer dissatisfaction and for tracking purposes. Adhere to all company policies and procedures and strive to achieve the service quality overall KPI’s, targets and goals. Provision of professional and timely customer service to our guests in areas such as hotel room, restaurant, show ticketing, transportation reservations and other guest or internal help desk services. Supports other tasks as assigned by the management. AURA HOTELS AND RESORTS Corporate Reservation Officer Unit 809 Peninsula Court Building November 23, 2015-December 16, 2016 Paseo De Roxas cor Makati Avenue

Description: Responsible for providing efficient client bookings, ensuring smooth transaction, ensures that all guest/s or group requests are well coordinated with all concerned departments, prepares required statistics, reports and information. Monitors customer satisfaction and handles initial customer complaints, upselling packages. Handling van and boat transfer requests and acts as Receptionist by assisting guests, Online travel agency partners and suppliers.

KHALIDIYA PALACE RAYHAAN BY ROTANA Reservation Supervisor P.O. Box 4010 September 1, 2014- June 5, 2015

West Corniche, Abu Dhabi

United Arab Emirates Reservation Agent

December 14, 2011-August 31, 2014

Description: Receives and processes and confirm guest room reservations made by clients on the phone, letter, fax, Email and Extranet & GDS, do upselling, attends to enquiries, complaints and requests regarding reservations, checking arrivals, handling long term bookings and preparing pro-forma, following up payments and Local Purchase Order’s (LPO’s)

CITIBANK Citi Sales Officer/Universal Banker

7TH flr Citibank Square August 11, 2010- June 10,2011

#1 Eastwood Ave., Eastwood City

Brgy. Bagumbayan QC. 1110

Description: To promote bank’s products like Personal loans, Deposits, and Credit cards and inform or update new and existing clients about our latest offer and promos. DIRECTWITHHOTELS INC. Revenue Management Associate 4TH flr Eurovilla 4 Pasay Rd. January 18,2010- June 18, 2010 Makati City

Description: Manage hotel attrition. Prepares weekly reports like Room Availability and Rate Parity and also Performance report which we submit every quarter wherein we include suggestions and recommendations on how our hotel partners can improve their performance and increase their revenue. Train new hotel employees on how to use the hotelier interface through phone or skype. INTERCONTINENTAL HOTELS GROUP Reservation Sales Agent 28th flr RCBC Plaza April 9, 2007- December 25, 2009 Ayala Ave, Makati City

Description: Responsible in booking, making amendments and cancellation of hotel/room reservations and upsell rooms and packages and rental car services. We also introduce and promote our loyalty program to our clients and process their enrollments.

ADVANCED CONTACT SOLUTIONS Customer Service Representative/ ATA Airlines Airline Reservation Agent

9TH Floor Allied Bldg. January 9, 2006- March 4, 2007 Ayala Ave. Makati City

Description: Responsible in booking, making amendments and cancellations of flights and confirming flight arrivals and departures.

ON THE JOB TRAININGS

GRAND BOULEVARD HOTEL

Roxas Boulevard,Manila

Cost Control Department Food Checker

August 2 –16, 2005

Housekeeping Department Laundry and RoomAttendant

June 30 – August 1, 2005

MAX’S RESTAURANT Customer Service Attendant

Scout Tuazon Branch March 3-May 27, 2005

WHISTLESTOP BAR AND RESTAURANT Bar Attendant

Sharing-la Carpark, Shaw Blvd February 19-March 9, 2005 Mandaluyong City

EDUCATIONAL BACKGROUND

ABE International College of Business and Accountancy Big Orange Bldg. Caloocan City

Bachelor of Science in Hotel and Restaurant

Management 2002-2006

TRAININGS

ATA Reservation Sales Agent Training Course

Advance Contact

Solutions February 2006

American Speak

Contact Center Institute

December 5-9, 2005.

Micros Fidelio Competency Front Office

Operations Hotel and Tourism Institute of the

Philippines October 24 – November 4,11,18,26

2004

Hotel and Restaurant Services

Social Services Development Department/VDD (Conducted by TESDA) November 4, 2003-January 30, 2004

SKILLS AND STRENGTHS

● Customer Service Oriented

● Computer Literate (MS Word, Excel, PowerPoint, Internet, MS Office, Google Analytics)

● Fast Learner and flexible

● Good communication skills in both written and oral English

● Knowledgeable in using systems like SABRE, HERMAN, FIDELIO and OPERA

● Has a basic knowledge about account receivable with handling city ledgers

Contact this candidate