Archielynne Alos

 ARCHIELYNNE D. ALOS 344 Purok 7 New Lucban Extension Baguio City 2600• Cell:- •- Facebook URL: https://www.facebook.com/archielynne Skype ID:- Skype name: Live:archie.alos PROFESSIONAL SUMMARY Customer Service and Sales Professional ● Organized and hardworking. Motivated Customer Service and Sales specialist with 13 year experience in a fast paced, team- based environment. Self- motivated with exceptional communication and time management skills. ● Team player. SKILLS * Customer- Service Skill * Flexible * Multi - tasking Skill * Interpersonal skills * Above average communication skills * Quick learner * Goal Oriented * Positive and Friendly * people oriented * Exceptional time management skills * Typing skills * Active listening EDUCATION University of the Cordilleras (Baguio Colleges Foundation) Governor Pack Road Baguio City 2600 Bachelor of Arts in Mass Communication, 1995 (Graduate) Pines City National High School Palma Street Baguio City 2600 Batch 1991 Divine Word College San Jose Occidental Mindoro 1987 WORK EXPERIENCES InterContinental Hotels Group of Companies- Baguio Office General Reservations Department Reservations Sales Specialist - Voice March 22, 2010 - December 2013 Universal Agent/ Live Chat Specialist December 2013 - Present * Makes new reservation, changes or cancels for IHG hotels thru voice and chat (maximum of chats). * Accepts chat interactions regarding IHG Rewards Club program queries like profile update, reset password, promotion inquiry, missing stay, Free night and all other issues concerning the loyalty program. * Ensures superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot. * Asks open-ended questions to assess customer needs like the hotel location, dates of stay, number of guests, and reason for travel. * Answers customer questions regarding room and pricing. Provides a compelling offer that matches the guest needs based on the info gathered. * Responds to all customer inquiries thoroughly and professionally. * Refers unresolved customer issues to designated/appropriate departments for further investigation. IHG HR Assist: October 2017 and March 2020 : Assists in the HR Recruitment process that includes: Conducting the initial interview, assisting in the online assessment of applicants, setting up the HR and Manager interview and doing the character reference check to qualified candidates. The job also includes sending email to applicants with missing requirements, calling the prospective applicants who submitted their application online, setting a calendar for interviews, helps in the presentation during the job offer and job orientation. Teletech Customer Care Management Philippines Inc. Levels 1 & 2 Robinson’s Place, Novaliches, Quezon City - Technical Support Representative Verizon Online Account June 21, 2008 – November 30, 2009 * Assists in installation of the DSL service with or without the installation software, installation of DSL add ons like Verizon internet antivirus software, e-mail issues including outlook, outlook express, windows mail. * Provides support for internet connectivity to customers using windows operating system like no signal, no route, slow connection, and wireless connection issues. Managed call flow and responded to technical support needs of customers. * Walks the customer through in setting up e-mail accounts, sub accounts. * Identifies and solves technical issues with a variety of diagnostic tools. * Resolves customer issues in a clear, courteous and straightforward manner. * Demonstrates professionalism and courtesy with customers at all times. IBM-Daksh Business Process Services 30th Floor, PBCom Tower 6795 Ayala Ave. , Makati City - Customer Care Specialist United Airlines Mileage Plus United Airlines North American Reservations January 2006- July 2006 * In the United Airlines Mileage Plus or UMP, I handled all queries regarding miles earned by members of the program. * Manually posts points, updates contact information of members. Enrolls interested caller, provides information about the promotions. Upsells credit card, and provides temporary password to members’ online accounts. * In the United Airlines North American Reservations, I book domestic flight, revenue and award ticket, cancels and or makes changes to passengers itinerary, and upsells car rental partner of UA. Cyber City Teleservices Ltd. Bldg.2528 Corporate Office, Cyber City IT Park CSEZ Pampanga 2009 Customer Service Representative Vartec and Excel Local Services Telecommunications Excel Long Distance Telecommunications Catalog Request and Infomercial Accounts May 2004- December 2005 * Answers billing questions, processes payment over the phone, processes request of invoices, issues valid credit. * Provides information about features included in the customers package. * Sets up new account, troubleshoots problem encountered that is related to feature usage which may require email escalation to higher department except technical problems. * Performs callback to other phone companies when necessary. * Attends refresher courses or uptrainings, validates address, checks customer service record, reserves telephone number using ILEC system or tool needed to process local service order. * Cancels account and takes supervisory call when the Supervisor is unavailable. Synchro Systems Engineering Inc. Km. 4 Marcos Highway, Baguio City Office Staff January 2001- July 2001 Checks, updates, places order for building materials from different Hardware stores. Assists in preparing payroll of construction workers. North Mountain Lumber & Hardware Bokawkan Road Baguio City 2600 Sales Associate November 1997 to December 2001 * Provides and negotiates prices/quotes to customers. * Handles big customer accounts with credit lines. * Collects every weekend and makes a follow up on the payment. City Supermarket Incorporated Urdaneta City, Pangasinan Cashier October 1995 - December 1996 Operates the cash register machine, accepts payments, cash, credit card or check and has to be familiar with the grocery items prices. CHARACTER REFERENCES: 1. Dennis Peralta Current Team Manager/Supervisor Mobile #- IHG- InterContinental Hotels Group Inc 2. Patty Lou Pineda Former UA/LiveChat Team Manager Mobile #-/- IHG- InterContinental Hotels Group Inc 3. Joanne Kate Gonzales- Malag Former Team Manager IHG- InterContinental Hotels Group Inc Mobile # - 4. Myaida Mercado Former Team Lead Teletech Customer Care Management Levels 1 & 2 Robinson’s Place, Novaliches, Quezon City Telephone number: - PERSONAL INFORMATION Birthdate : February 25, 1975 Age : 45 Birth Place : Baguio City, Benguet SSS number :- Pag - ibig # :- PhilHealth # :- TIN number :- Civil Status : Married Passport number: P-A, DFA La Union issued July 16, 2018