Ana Valencia
Customer Service Representative
General Virtual Assistant
AValencia Freelancing Services--
https://avalenciawork2020.wixsite.com/avalenciafs
PERSONAL
PROFILE
I am so thankful that from the time I started working in the hotel industry, I gained
a lot of experiences. I’m an experienced sales representative for 6 years that
continues to deliver high quality customer service to the guests.
CAREER
2018 - PRESENT
The Peninsula Manila
2015 - 2018
The Peninsula Manila
2014 - 2015
Crimson Hotel Filinvest
City Manila
RESERVATIONS SUPERVISOR
Handles Group Reservations and work closely with the
Events team on group arrangements.
Assists staff in handling difficult situation pertaining to
room reservations, to ensure customer satisfaction.
Ensures adherence to policies and procedures and
monitors customer service skills of staff to maintain
quality standards.
Exemplify proper conduct, attitude and professionalism to
other reservations agents.
Open communication with the reservations agents on
their day to day concerns or needs to ensure smooth
operations within the department.
RESERVATIONS AGENT
Made sure that all calls were answered to eliminate
unanswered and abandoned calls.
Maintained high level of product knowledge about the
latest packages and promotions of the hotel and the
Peninsula Group.
Handled accomplishment of daily traces and follow ups
concerning reservations.
Meet mystery call target scores of each month.
RESERVATIONS AGENT
Processed reservations by e-mail, telephone, or fax for
central reservation using HMS System.
Handled daily correspondence and responded to inquiries
and made reservations as needed.
Ensured all incoming calls were answered with courtesy
and provided efficient resolution of all guest inquiries for
various hotel services and operations.
Knew how to use Electronic Data Capture (EDC)
machine on credit card charging.
2013 - 2014
TELEPHONE OPERATOR
Answered internal and external calls with the hotel approved
script and end all calls with thank you.
At all times, sound pleased to handle calls and take care to
speak with a pleasant tone of voice.
Be accurately aware of the procedures for handling fire alarm
and other emergency procedures.
To maintain confidentiality and never disclose any information
of the guests.
Crimson Hotel Filinvest
City Manila
EDUCATION
2020
CUSTOMER SERVICE REPRESENTATIVE
Batch 7, September 2020 - Gold Certificate
Coached by Paul and Dyan Uriat
Identifying Skills for Customer Service and
Understanding Customer Demographics
Customer Service Skills
Sales and Strategies
Lead Generation, Appointment Setting, Hard Selling
Technical Support (Inbound/Outbound)
Chat Support
Complaints Handling
Filipino Virtual Assistance
2020
FREELANCING COURSE
Batch 47, September 2020 - Gold Certificate
Coached by Julmar Grace Locsin
Virtual Assistance Setup
General Virtual Assistant Tasks
Social Media Basics
Social Media Accounts Creation and Optimization
Social Media Content Planning and Creation
Scheduling and Posting Social Media Content
Organic Social Media Marketing
Simple Website Creation, Optimization and Management
Search Engine Optimization and On-Page and Off-Page
Backlining
Basic Facebook Ads
YouTube Optimization
Basic Email Marketing
Building your Freelancing Empire
Filipino Virtual Assistance
2009 - 2013
BACHELOR OF SCIENCE IN TOURISM
St. Paul University Manila, Philippines
SKILLS
Excellent verbal and communication skills
Leadership and management skills
Has the ability to interact with internal and
external customers representing the company
High computer literacy (MS Word, PowerPoint
and Excel)
Consistently providing high-level of customer service
Self-motivated and hardworking
Possess a positive attitude
Responsible and has a high attention to detail
