Customer Service Representative
Resume:
KRYLDYNNE PRINCESS ANTALAN-FELIPE
Email: ********@*****.***
Contact no. 091********
WORK EXPERIENCE:
Sacred Heart Center
(Developmental Training & Rehabilitation Center for Person with Disabilities)
#10 Lilac st. Fairview Quezon city Philippines
email:*******@*****.***
Caregiver/teacher Aide (Volunteer Worker)
June 19,2023-Present
Job Summary
● Assist children with special needs (Patience,attention to detail and effective communication)
● Follow Classroom teachers Directives and adapt teaching support according to the student lesson or needs
● Help each student participate in classroom activities,obtain additional support with achieving Goals inside and outside the classroom with sincerity and utmost personal care.
● Provide quality care and supervision to children in a classroom’s setting with guidance
● Work on a Team-Teaching basis
● Reinforce in the Maintenance of the Classroom to ensure a Clean,Healthy and Safe environment
HGS (Hinduja Global Solution Limited)
Zeta Tower, Bridgetowne E Rod. Jr. Ave
Brgy Ugong Norte Quezon city philippines
Customer Service Representative (Healthcare/Voice/Members and Providers)
January 28,2022-May 25,2023
Job Summary/ Duties and Responsibilities
● Handles healthcare accounts for both Members and Providers.taking inbound calls (Cater only to US citizen).
● Do verification to know you are speaking only to the subscriber or representative. Documenting Customer complaints, addressing concerns and acknowledges with empathy, Clarifying questions and recommend solution.
● Follow escalation process and procedures if needed.
● Assist customer in paying their bills and view claims and manage the their rewards and can walk through the registration process and all the different features in the member carrier hub (website).
● Protects the company member's personal information, specially from theft and misused. Transfer calls to the right department (card activation/cancel and send new cards/perform exceptions.
CONCENTRIX
Bldg. L, 3rd flr UP Ayala Technohub
Commonwealth Ave. Q.C
May 24-Nov. 29, 2021
Customer Service Representative (voice)
RED STAR (macy’s consumer protection/ fraud)
Job Summary/ Duties and Responsibilities
● Handles canceled orders,prohibited accounts, unblock online profile accounts. Transfer calls if needed to designated department and other related concerns.
● For canceled orders; we need to do manual verification on all the information on that particular order. Explain the authorization hold, When the customer passed verification, make sure to approve it first in the other system before replacing it.
● Make sure to check on the status of the replaced order and provide accurate information to the customer for example an email confirmation w/ the new order number that will be sent to their email add, provide predictive delivery date, etc.
● For prohibited account; verification. Make sure to go through all the security questions that the system would like to ask the customer, and for us to be able to get full access to the account. Follow the prompt.
● Always check on the notes and look if there any FRG (fraud research group)
● Verification process is to never or Do not provide any information you're seeing on your end or in the customer's account for security purposes. All you need to do is to VERIFY all the information to prevent any fraudulent activity and to protect the customers account.
● Basically Answers incoming calls, manage, make sure to put the consumer on-hold for not more than 2 minutes. Go back to the consumer when you need more time for his/her concern. Let them know where you are in the process and what you are doing to help them out.
CONCENTRIX
(Terra tower Ortigas)
G/F Bldg. F, UP Ayala Technohub
Commonwealth Ave. Q.C
Nov.2-Dec 23, 2020
Advisor 1, Customer Service Associate (EU VOICE)
NIKE (seasonal account)
Job Summary/ Duties and Responsibilities
● Answer incoming calls, manage, make sure to not put the consumer on-hold for more than 2 minutes, Go back to the consumer when you need more time for his/her concern. Let them know where you are and what you are doing to help them out.
● Placing Order ( only for UK Consumers only)
● Process the Return, Exchange and Refund. Provide status of the ordered Item ordered.
● Arrange Pick-up for the return ordered item.
● Provide information and educate the consumers on all the process, like time frames for Return, Refund and Exchange
● Tracking the parcels for ( for delivery, return and exchange)
● Follow up escalated consumer cases.
● Make sure to close all open-cases at the end of the day/shift, follow up unresolved cases at least within 2 days.
● Other related concerns.
STORIES by Lilypad
46 times St. West triangle
Quezon city
November 10,2018- March 27,2021
Assistant Store Manager
Job Summary/ Duties and Responsibilities
● Manage and Oversee the entire front and back of the house operations and all its Staff in a fast-paced environment.
● Enforce compliance to all company Standards,policies and procedures.
● Ensure that customer service and care is at its highest Standards at its highest standards at all times.
● Interacts with the customers to make sure that they have great dining experience.
● Determine shift schedules of the front of the house staff and counter checking back of the house schedule.
● Enforce standard food and beverage recipes and procedures.
● Ensure timely preparation,completion and dispatch of bar & kitchen orders.
● Ensure orders come out in the right order (coursing).
● Enforce proper communication with the kitchen regarding special instructions or uncommon circumstances pertaining to guest requests.
● Ensures that the final presentation of all orders brought to respective customers are dressed and garnished correctly and free from smudges and spills.
● Responsible for communication with the upper management regarding all dining area concerns--- food,beverage inventory,operation supplies,guest concerns,etc.
● Enforce proper and safe operation and handling of bar,cashiering and other front of the house equipment and tools according to respective operating and safety manuals.
● Enforces preventive maintenance and repair schedules of all bars,cashiering and other front and back of the house.
● Ensures cleanliness and sanitation of the entire front and back of the house area.
● Ensure all front of the house staff are aware of specials, out-of -stocks (86) items and other products concerns in a timely manner.
● Responsible for checking and submission to upper management of all front of the house reports/ documents; sales report,delivery receipts,cleaning logs,incident report and shift schedule, etc.
● Ensure safekeeping of monies,financial records,transmittals,letters,sales report,etc in designated vault/ secure location.
● Accepts and handles guest reservations,inquiries and events.
● Communicate all reservation and event details to upper management, FOH and BOH staff to achieve excellent execution of the events.
● Create relationships with the guest through personalized service in order to achieve customer loyalty and patronage.
● Help in any area of restaurant operations when circumstances dictate. SALU the filipino restaurant
Sct. Torillo, corner sct. Fernandez
Diliman, quezon city
September 15,2017 to September 16,a2018
Marketing / Dining supervisor
Job summary/ duties and responsibilities
● Manage all areas of operations for a specific department within the FOH including marketing, while ensuring the Company’s standards of quality, service and operations are maintained.
● Making sure that all the queries are being answered in our social page includes the monitoring of restaurant rank on the weekly basis.(FB page/ eatigo/ metrodeal and trip advisor).
● Accept and handle functions or reservations. Arranged special events for sponsorship to promote the restaurant.
● Maintain an accurate and up-to-date manpower plan of FOH staffing needs. Prepares schedules and ensures that the FOH is staffed for all shifts.
● Train and develop FOH hourly Team Members through ongoing feedback, establishment of performance expectations and by conducting performance reviews on a regular basis.
● Identify operational opportunities to build sales and control costs; develop and implement plans to address opportunities (local marketing).
● Ensure proper security procedures are in place to protect Team Members, Guests and Company assets, including security of store room, freezer and office.
● Prepare end of shift reports.
● Directly supervise 20 FOH Team Members.
● When acting as Manager on duty, oversee restaurant operation Focusing on Sales
● Ensure great food is served to every Guest.
FULL BELLY CRAFT KITCHEN
LINDEN SUITES
37 San miguel avenue, Ortigas center pasig city
February 10, 2017 to August 10, 2017
Dinning / Banquet Supervisor
Job summary/ Duties and Responsibilities:
● Oversee catered functions, in house.
● Responsible for making the function space visually appealing and presenting the menu.
● Responsible for the proper usage and good working order of all equipment, furniture and fixtures in the Banquet and Catering Section in the shift assigned.
● Responsible for consistently implementing the service standards and operating procedures in the banquet and Catering service.
● Provide excellent customer service and ensure customer needs are met.
● Supervise events and team members throughout service.
● Preparing weekly roster, prepare weekly duty chart to correspond with banquet functions and manage labor for monthly
● Responsible for ensuring sufficient operating guest supplies, beverage supplies and operating equipment for functions assigned.
● Speak with others using clear and professional language, and answer telephones using appropriate etiquette.
SPICY PICKLE RESTAURANT
Food fabulous Inc.
The Gate Mall,Tower 3, Dafna,Doha Qatar
October 15,2015 to October 15,2016
Assistant Restaurant Manager
Job summary/ Duties and Responsibilities:
● Train, Motivate, Orientate and educate all FOH personnel in restaurant policies, procedures and rules.
● Effectively supervise all FOH staff to ensure professional, courteous service and guest satisfaction at all times.
● Build a rapport with restaurant guests and ensure an enjoyable and memorable experience.
● Responsible for accurate end of night closeout and keeping cash sales in the safety box.
● Do the cashiering and sending the end of day sales report to the restaurant manager.
● Maintain the POS database with accurate items and pricing.
● A team player works with the staff to reach one goal.
● Assist in maintaining employee files.
● Do the monitoring of the stocks (running low items) and placing the order in LPO
(limited purchase order) request form.
● Responsible for receiving and doing counter signs on the invoice of the delivered stocks.
● Responsible for input/ a in the system of the invoices from the supplier as per date.
● Responsible for checking of the expiry dates in the makeline and in the walk-in chiller in daily basis.
● Responsible for the overall cleanliness of the restaurant.
● Put the well being of the business above all else, hold line level employees accountable to the system and standards of the company at all times
● Established an open communication with the team thru daily briefing before the shift starts.
MUSEUM CAFÉ & KABILA/ SIMPLE LANG/ MOMO CAFÉCHELSEA MARKET AND CAFÉ (opening team)
(Foodparks by Raintree Inc.)
Ayala Museum Complex, Makati Avenue, Makati City
March 11, 2010 up to June 6,2015
RESTAURANT SUPERVISOR
Job summary / Duties and Responsibilities:
● Responsible for the general supervision of the restaurant. It is the responsibility of the restaurant supervisor to ensure that guest food, beverages and customer care expectations are being exceeded.
● Ensure sales goals are met.
● Ensure food safe practice are being followed at all times and the food safety plan and quality standards are up to date.
● Ensure overall cleanliness of the restaurant according to standards.
● Ensures that FOH consistently gives the best service to our customers at all times
(from greeting to order taking to delivery and follow up)
● Work with BOH to ensure consistent quality of serving time, excellent food taste and presentation.
● Handles store funds (sales, petty cash and change fund)
● Conducts other duties that may be assigned by the operations manager/ operations director.
● Greet guests and make them feel welcome.
● Take beverage and food orders.
● Delivers beverage and food in a timely manner.
● Check in with the whole area with the staff and ensures that everything is doing well.
● Do cashiering, work with the staff (servers) and be a team player. CHELSEA MARKET AND CAFÉ/ MR.JONES (opening team)
(Foodparks by Raintree Inc.)
Bonifacio high st.Serendra, Global City, Philippines September 13,2007 to February 10, 2010
FOOD & BEVERAGE SERVER/HOST
Job Description / Duties and Responsibilities:
● Responsible for taking care of the guest and food satisfaction
● Prepares Dining Area From the start of operations and from time to time ● Wipes, prepare necessary containers and place napkins, service trays, cutleries and ashtrays.
● Check and re-stock service station, and sees to it that per stock is well maintained
● Set up tables and keep dining area and restroom organized, clean and safe ● Welcome and seats Guest following the standard seating procedures ● Answers Guest questions accurately and politely
● Engage Guest friendly conversations
● Take food and Beverage order following the suggestive selling and serve according to order slips
HOST/RECEPTIONIST
● Responsible for seating guests, greeting guests monitoring available seating and keeping the seating chart up to date.
● Handles guest complaints, may update the reservation book and take advance reservations.
● Taking food orders from guests and performing other related work. SUYEN CORPORATION/ BENCH
March 14,2005-November 15,2005
RECEPTIONIST/ MARKETING ASSISTANT
● Greeting visitors and staff, answering incoming and outgoing calls, routing calls in the appropriate department.
● Responses to inquiries, answers questions and provide information in person and over the telephone.
● Preparing and encoding store orders. Calling suppliers for items or stocks that are needed for the store, and performing other related works. OAKWOOD PREMIERE AYALA CENTER
Club one Health & Fitness Center
Glorietta, Makati City
December 18,2002-August 16,2003
RECEPTIONIST
● Assist guest needs, Handles guest complaints, schedule messages for guests and make sure the traffic of masseuse is balanced and fair.
● Issue locker keys and retrieve, monitor the flow of stocks if par stocks meet
● Handles money and does cashier closure and remittance of the money to the accounting department.
HARD ROCK CAFÉ
Glorietta level 3 Makati,Philippines
April 13 – December 16,2002
FOOD SERVER/ HOSTESS
● Answer incoming and outgoing calls,Handles guest complaints, assist guest to their seats, do table reservation in person and over the telephone, taking food orders and perform other related work
● Great guests and make them feel comfortable.
● Learn menu items and be able to describe them appropriately to guests.
● Take beverages and food in a timely manner
● Check-in with guests to ensure that everything is going well.
● Refill beverages throughout the meal.
● Deliver guest bills and thank them for dining at the restaurant.
● Work with other servers and be a team player
EDUCATION ATTAINMENT
PRIMARY
Reina Mercedes Central School
Reina Mercedes, Isabela
1987-1993
SECONDARY
Our Lady of the Pillar Institution
Cauayan, Isabela
1993-1997
COLLEGE
Philippine Maritime Institute
Bachelor of Science in Customs Administration
Escolta,Manila
1997-2001
VOCATIONAL COURSE
Asia-Pacific Caregiver & Healthcare
Training Center inc
Room 501 Panorama Bldg 1139 Edsa Quezon city Philippines Caregiving NC II
April 18 2022- September 30,2022
SEMINARS AND TRAINING
● Sacred heart center,Developmental Training & Rehabilitation center for Person with Disabilities
-On the Job Training March 20-April 1,2023
-Volunteer worker June 19,2023 to Present
● Sto.Nino Home for the Aged Inc.
- On the Job Training March 5-8,2023
● Chefmanship (UNILEVER) June 21,2018
● Leadership Development Workshop October 21,2014
● Performance Management Workshop May 28,2011
● Basic Management Course part 1/2/3 May 20,2010
● Basic Wine Appreciation Seminar May 13,2009
SPECIAL SKILLS AND ABILITIES
● CPR & First Aid
● Compassionate to Deliver Care in all aspects of client like and show kindness and empathy.
● Documenting Daily activities of Patients
● Communication Skills
● Micros Fidelios Version 6.05 Hands-on Training
● Type Writing Fax, Photocopying Operation.
● Able to create a great working relationship with colleagues.
● Maintain a ‘can do’ attitude and spread a positive attitude and smile,welcoming feedback and critique on work performance.
PERSONAL BACKGROUND
Date of birth February 7,1981
Age 41
Weight 110 lbs.
Height 1.65 Meters
Fathers Name Levimindo L. Antalan
(Retired Area Zone Manager- Ayala
Corporation)
Mother's Name Evelyn M. Antalan
(Retired Teacher –CHED)
CHARACTER REFERENCES
Alfredo R. Adolfo II
Director of Human Resources
FoodParks by Raintree Inc.
(02) 752-5678
Karen Ligon
Exec. Asst. to General Manager
STORIES By Lilypad
***********@*****.***
Sandy Santos
Team Leader
Sagility
************@*****.***
Kryldynne Princess Antalan-Felipe
Contact this candidate