Donna Dee Testimio

Donna Dee S. Testimio 1108 Eagle Ave. Camella Homes2 Putatan Muntinlupa City--  Work Experience: Marry’s Hotel & Restobar Hotel General Manager September 2013 – to present planning and organising accommodation, catering and other hotel services; promoting and marketing the business; managing budgets and financial plans as well as controlling expenditure; maintaining statistical and financial records; setting and achieving sales and profit targets; analysing sales figures and devising marketing and revenue management strategies; recruiting, training and monitoring staff; planning work schedules for individuals and teams; meeting and greeting customers; dealing with customer complaints and comments; addressing problems and troubleshooting; ensuring events and conferences run smoothly; supervising maintenance, supplies, renovations and furnishings; dealing with contractors and suppliers; ensuring security is effective; carrying out inspections of property and services; CitiBank – CBPS  13 Feb 2011 – August 13, 2013 ( Business Process Solutions Officer) Provides “world class” service excellence to clients by offering a delightful and consistent telephone banking experience. Attends to both inbound and outbound telephone calls/contacts in accordance with standard operating procedures. Performs online banking transactions processing, which includes financial entries and data maintenance. Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and accurate. Thoroughly and efficiently gather customer information, assess and fulfill customer needs, educate the customer where applicable to present the need for future contacts and document the interaction through contact tracking or account tracking. Handles guest complains, files disputes, assists in checking account balances and answers to transaction inquiries such as interests charges and fees. Maintain a balance between company policy and customer benefit in decision making. Provide quality service and support in a variety of areas including, but not limited to billing equipment, coverage and system troubleshooting. Continously evalutae and identify opportunities to drive process improvements that positively impact our customer experience. Responsible for compiling and generating reports as they relate to customer churn and inventory control. Skilled in data entry, use softwares to pull up customer information and telephony devices to properly entertain customer concerns and interact with third party or multi- facet calls. Genpact Philippines 10 Augusust 2008 – 10 August 2010 ( Collections Specialist ) Works in collections/ Risk Operations environment and is typically aligned with the routine outbound collections calling process and frequently requires guidance on non-routine situations. Primary responsibilities are collections, customer servicing and other loss mitigation or recovery activities. Contacts delinquent, charged-off, or high risk customers in order to secure payment and determine reason for deliquency on active loan/credit card accounts In the recovery area, collectors will work with the customer to establish full balance repayment plans or settlements. Works an established list of accounts on an automated collections system. Can resolve routine billing inquiries and negotiate payment arrangements to cure delinquent accounts. Undertsands and educates customers on account terms and alternate paymnet programs and methods. Navigates a computerized data entry system or other relevant applications.