Concierge and Customer Support Specialist

Rowina Parcarey

Poinciana, FL +1-772-***-**** ***************@*****.***

Professional Summary

Quick learner, adaptable, team-oriented, multi-tasker, reliable, punctual, hardworking professional open to continuous changes/ improvement and work in a fast-paced environment. Work Experience

Concierge

Sonder San Francisco, CA

December 2024 to November 2025

• Guest Interaction: Communicating with guests through digital channels to anticipate and address their needs, ensuring a seamless and enjoyable experience.

• Problem Solving: Handling guest issues to resolution and accommodating requests with a high quality of service and professionalism.

• Coordination: Working with on-site front desk sta and remote service teams to manage guest interactions and task completion.

• Concierge Services: Providing information, making recommendations (e.g., for dining and local attractions), arranging transportation, and securing event tickets for guests. Live Chat Specialist

24 Data (Remote/Florida)

July 2023 to November 2024

• Demonstrate superior multi-tasking abilities with analytical and problem-solving skills

• Provide prompt responses and resolutions to customer inquiries via live chat

• Document all chat and email information based on standard operating procedures

• Meet designated live chat standards such as rst contact resolution, chat quality, contact duration, and customer satisfaction

• Deliver friendly and prompt customer service within communication platforms

• Maintain communication regarding equipment by reporting problems immediately

• Adhere to all Company Policies and Procedures

• Ability to set priorities and manage time e ectively

• Resourcefulness in resolving minor issues and required tasks

• Update job knowledge by studying new product descriptions

• Identify customer needs, clarify information, research issues, and provide solutions

• Meet personal/team qualitative and quantitative targets

• Process requests while identifying and escalating priorities

• Research and service inquiries to provide timely, accurate, and complete resolution

• Suggest methods to update, simplify, and enhance processes, procedures, and technologies

• Perform basic account maintenance activities (I.e. Updates) Call Center Agent / Loan Coordinator Assistant

Digital Risk Florida (Temp.

Remote) May 2021 to February

2023

- Assisted accordingly the clients of Bank of America – Home Loans- Handled inbound calls from external customers.

- Provided information on complaints regarding speci c products as well as services.

- Transferred customer calls with complex inquiries to the appropriate sta .

- Completed call reports and logs and researching issues.

- Recognized, documented, and informed the supervisor regarding the trends in external customer calls.

- Resolved customer support-related issues and provided customers with proper solutions, via troubleshooting techniques.

- Obtained and evaluated all relevant data to handle complaints and inquiries. Help Desk Agent

Titan Technologies Florida (Remote)

September 2020 to May 2021

- Answered, and veri ed incoming phone calls

- Provided basic technical assistance /troubleshooting with Florida Virtual School teachers, students, parents, etc.

- Provided information/details on the FLVS programs

- Assisted the claimant (Florida Reemployment Assistance Program - FLDEO) accordingly- Navigated multiple systems, websites/URL

Specialized Agent

Hotelbeds USA Orlando, FL

September 2019 to August 2020

- Answered, screened, and forwarded any incoming phone calls while providing information when needed

- Maintained detailed response/assistance to client using salesforces / CRM

- Supported clients B2B/B2C via phone calls and emails

- Covered cruise payments (payable)

- Collected payments from guests/clients via phone call (receivable)

- Used product knowledge to provide complete customer /client satisfaction

- Assisted clients/passengers’ ight requests via phone/email such as amendments/changes, and cancellations using GDS – World

Span

- Communicated with suppliers (cruises companies, car rentals companies, airlines, activity) to give the best resolutions to customers'/client’s request Education

Bachelor of Science in Business Administration

Manuel S. Enverga University Lucena City, Philippines, May 1999

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