Bernadeth Santiago

Bernadeth Santiago - |-| Baguio City, Province of Benguet, Philippines 2600 Professional Summary Personable and customer-focused with a knack for understanding client needs and delivering tailored solutions. Adept in sales strategies and service protocols to drive customer satisfaction and retention. Committed to leveraging skills for impactful results in a customer-centric environment. Skilled in customer relationship management and effective communication, developed in a fast-paced sales and service environment. Demonstrated ability to understand and meet client needs while delivering high-quality service. Professional Experience Luxury Specialist Sales and Service | IHG (InterContinental Hotels Group) 01/2023 - 02/2025 • • • • • Provided high-touch customer service to VIP and luxury clients, handling reservations and special requests. Assisted customers via phone, email, and chat, ensuring prompt and accurate resolutions. Processed payments, managed balance adjustments, and resolved billing concerns efficiently. Maintained an excellent performance record in customer satisfaction and issue resolution. Worked independently in a remote setting, ensuring seamless service delivery. Reservation Sales Specialist | IHG (InterContinental Hotels Group) 04/2021- 12/2022 • • • • Handled inbound calls for hotel reservations, offering personalized recommendations and solutions. Assisted customers with loyalty program inquiries, cancellations, and modifications. Maintained accuracy in data entry and customer account updates using CRM tools. Met and exceeded sales targets and service quality metrics. Customer Service Representative | Sitel | 02/2015-07/2018 • • • Provided customer support for US-based accounts, resolving inquiries related to billing, technical issues, and general assistance. Managed high call volumes while ensuring quality service and adherence to company protocols. Demonstrated strong problem-solving and negotiation skills to address customer concerns effectively. Skills & Competencies • • • • • • • • Excellent English verbal and written communication skills Customer support via phone, email, and chat Strong analytical and problem-solving abilities CRM and call center systems proficiency Payment processing and balance adjustments Technical troubleshooting for mobile apps and websites Ability to multitask and work independently in a remote environment Attention to detail and impeccable judgment Certifications & Training • • Caregiving NC II Certification Customer Service & Sales Training (IHG, Sitel) Education Baguio Central University| Bachelor in Secondary Education | 10/2001 - 07/2003 Work-From-Home Setup • • • Dedicated home office with a secure and private environment High-speed internet and noise-cancelling headset Familiarity with remote work software and tools