Manager Customer Service

EMMIE ROSE AQUINO

** ********** ******* **, ******* AB T2Y 3K6

Mobile Number: 403-***-****

CAREER OBJECTIVE

- To be involved in a company where I can share and utilize my skills and knowledge commensurate

to my qualifications.

PERSONAL DETAILS

Birthdate: 13 June 1983

Gender: Female

Marital Status: Married

EDUCATIONAL ATTAINMENT

College: St. Joseph's College of Quezon City 2000-2004

(Graduate in BS Psychology)

Philippines

Secondary: Roosevelt College 1996-2000

(Cainta,Sumulong)

Philippines

Primary: Kalumpang Elementary School 1990-1996

Philippines

QUALIFICATIONS

- Willing to be trained and supervised within a leadership

- Communicates well in English language and write as well

- Physically and mentally healthy

- People oriented person

- Capable of handling multiple responsibilities in fast paced environment

- Able to work and remain calm in stressful environment

- 50-60 wpm

EMPLOYMENT EXPERIENCE

Customer Service Representative (CSR)

SYKES ASIA INC. (Philippines) March 2007-May 2007

- Under PITNEY BOWES account

- Support RATE CHANGE project

E-TELECARE (Philippines) July 2007-January 2009

- Almost 2 years of experience providing customer support in busy call centre

- Responsible for other duties as assigned

- Responsible for handling clients concerns/problems

- Answered call and prepare presentations

- Strategic relationship/partnership--building skills--listen attentively and solve problems

creatively

GOLDEN ARCHES DEV'T. CORP. (Mc Donalds)

Mc Donald's Cubao, New Frontier (Philippines)

Service Crew (May 2000-April 2002)

- Trained in different stations such as counter area (till),lobby,french fry station,grill,buns and

dress,spaghetti station,breakfast preparations,opening procedures,cfpn,party inquiry and

customer relations

- Trained in Speedy Delivery Service (Dial 8 Mcdo) last November 2002

- Trained how to dispatch and assemble the order according to sequence of assembly and

proper way to handle products

- Attend IM LOVIN' IT workshop last October 2003 for Efficiency and Hospitality to

Customers. (Cubao Quezon City, Philippines)

- Provides 100% total customer satisfaction

Crew Trainor (April 2002)

- Able to train newly hired crews

- Ensures quality food and service based on the Mc Donald's standards

- Determining production needs based on hourly sales information

- Trained in production calling

ACHIEVEMENTS

- Recognized as a Crew Trainor

- Recognized as best of the best (on different stations)

- Recognized as Crew of the Month

- Recognized by the guests for the excellent service

- Promoted for 2nd assistant manager

Manager (April 2003-August 2004)

Duties and Responsibilities:

- Services,coordinates and evaluates work of all food service employees in preparing and

serving food,and cleaning facilities and utensils in a production kitchen

- Maintains required records including food production,inventory income/expense,meal

counts and personnel records

- Ensures that established sanitation and safety standards are maintained

- Oversees and participates in the preparation and serving food

- Interacts with students, other personnel and the public

- Participates with operation management team to originate, plan, develop and implement

long and short term goals

- Oversees and supervises daily operations of the restaurant

- Prioritizes, schedules, assigns, trains reviews and evaluates assigned restaurant staff

- Monitors integrity of operation and the provision of services

- Know how to handle customer complaints

Skills and Abilities:

- Effective oral and written communication

- Assigning duties to assigned staff

- Establishing and maintaining effective working relationships with others

- Skill in motivating and supervising food service personnel

- Basic computer skills (excel,ms word, etc.)

- Public and Customer Relation

- Able to do various other duties as needed

- Passion for and pride in delivering exceptional client service

EDSA SHANGRI-LA HOTEL

Ortigas Centre, Mandaluyong City (Philippines)

Front Desk (January 2005-October2008)

Duties and Responsibilities:

- Responsible for checking guests in and out of the hotel

- Issues room keys, pamphlets, discount cards, etc.

- Works in conjunction with the bell staff to assists guests to their rooms

- Answer various questions from guests

- Compute bills, collects payment and make change for guests

- Runs various reports on the computer for management

- Other duties as assigned

- Review accounts and charges with guests during the checkout process

- Advise housekeeping staff when rooms have been vacated and are ready for cleaning

- Contact housekeeping or maintenance staff when guests report problems

- Make and confirm reservations

- Verify customers credit, and establish how the customer will pay for the accommodation

MAX PASLEY ENTERPRISES LTD. (CANADA) / MC DONALD'S

#400, 1032 17 Avenue SW Calgary AB Canada T2T 0A5

Service Crew (February 2009-May 2012)

- February 9, 2009-April 5,2009 (Mc Donald's Northland Dr. NW )

- April 6, 2009-May 2012 (Mc Donald's Crowfoot NW)

- Trained in Till

- Trained in Drive Thru, First Window (order taker), second window (presentor),

Runner, Dining, and fried products

- Provides 100% total customer satisfaction

- Recognized as crew of the month for the month of April 2010

(Last July 2011, I stop working because I'm on maternity leave)

References:

Brenda Ho

1st Assistant Manager at Mc Donald's (Crowfoot NW)

Contact Number: 403-***-****

Marejane Sangalang

2nd Assistant Manager at Mc Donald's (Crowfoot NW)

Contact Number: 587-***-****

Contact this candidate