Anjelyn Enriquez

ANJELYN ENRIQUEZ CUSTOMER SERVICE SPECIALIST PERSONAL PROFILE Customer Service Representative with over 8 years of experience in telephone and face-to-face customer service. An unwavering commitment to customer service with the ability to build productive relationships, resolve complex issues and win customer loyalty. WORK EXPERIENCE SENIOR AIRPORT CUSTOMER SERVICE EMIRATES AIRLINES (DUBAI, U.A.E) | Feb 2015-Nov 2020 CONTACT ME AT Apt 151 Upper crystal Cave, Baguio City, Philippines. 2600- - Effectively manage mishandled services, including service recovery situations with customers Making sure that passengers are adequately briefed and their needs are satisfied during flight disruptions Sell Airline tickets and services to assist customers with managing their travel plans Assist as required with the pre and post flight work and will perform duties as directed by the Supervisor Airport Services or Senior Emirates Official on duty Offer passengers with the highest level of service from the moment they checkin through their final destination Manage mishandled programs, including customer service recovery cases, effectively EDUCATION Bachelor of Science in Hospitality and Tourism Management SKILLS SUMMARY Multi-tasking Service Oriented Strong motivational skills Conflict Resolution Emotional Intelligence Professionalism Building Rapport Customer care Customer support Data entry and Journal LANGUAGE Tagalog English SALES COORDINATOR AL ACCAD HOTEL SUPPLIES (DUBAI, UAE)| Sep 2014-Feb 2015 Prepares proposal and quotation for Hotel supplies Partnering with the sales manager to file and communicate relevant details Coordinates and maintains records for staff office space, phones and stationaries. Responding to follow-up, query, and complaint e-mails FLOOR ASSISTANT CONVERGYS PHILIPPINES | Feb 2014-Aug 2014 Day-to-day supervision of a group of call center associates, including work and attendance monitoring in accordance with company policy and applicable legal requirements Manage and monitor absenteeism rate of staff Using Excel, assists administrators in generating files or records for schedule reports Manages floor production and staffing as per clients requirement Answers managers' and agents' Notes on minutes of meeting VIRTUAL CUSTOMER SERVICE REPRESENTATIVE CONVERGYS PHILIPPINES| Sep 2012 - Feb 2014 REFERENCES Available upon request Servicing clients by assisting them in placing their online orders, tracking returned and damage merchandise Resolve shipment issues, product enquiries, action refunds and returns as per company policy Multitasking and providing timely service to customers while using the framework to find the best solution to customer problems. Via email, chat and outbound call handled and took control of the resolution process for all customer-related issues Transferring customers to the appropriate department when adhering to defined hold procedure