Jeremy Carl Layaoen

Jeremy Carl Layaoen-| - linkedin.com/in/jeremy-carl-layaoen | Skype: live:.cid.af39e91bbc572fd9 Based in the Philippines | Open to Remote Opportunities PROFESSIONAL SUMMARY Customer Support and Hospitality Professional with 4+ years of experience delivering exceptional service in both on-site and remote settings. Skilled at managing hotel reservations, resolving customer concerns, and providing high-quality support across voice, email, and chat channels. Proactive and tech-adaptive, with self-initiated training on tools like Guesty, HubSpot, Asana, Trello, and Notion to prepare for virtual work environments. Committed to creating meaningful interactions that enhance customer loyalty and brand trust. CORE COMPETENCIES - Multichannel Customer Support (Voice, Email, Chat) - Hotel & Property Booking Assistance - CRM Familiarity (Guesty, HubSpot - Self-trained) - Task Management Tools (Asana, Trello, Notion - Self-trained) - Complaint Resolution & Client Retention - Upselling & Cross-Selling Techniques - Remote Communication & Workflow Adaptability - POS Transactions & Payment Handling TECHNICAL SKILLS - CXOne - Call, Ticket & Case Handling - Hyatt Reserve - Hotel Reservation System - Guesty (Self-Learning) - Property Management System - HubSpot (Self-Learning) - CRM & Pipeline Navigation - Asana / Trello / Notion (Self-Learning) - Task Management - Sabre - Basic Knowledge - Microsoft Office - Word, Excel, PowerPoint - Google Workspace - Docs, Sheets, Calendar, Drive PROFESSIONAL EXPERIENCE Customer Service Representative - Hotel Reservations Teleperformance | Aug 2023 - Nov 2024 - Assisted customers with hotel bookings, changes, and payment concerns using Hyatt Reserve. - Resolved service issues through CXOne, maintaining accuracy and meeting KPIs. - Promoted room upgrades and offers, contributing to increased booking revenue. Service Crew / Team Member McDonald's Philippines | Feb 2020 - Mar 2023 - Delivered fast, friendly service using McDonald's POS system. - Maintained smooth order flow and collaborated with team during peak hours. - Gained firsthand experience in handling customer inquiries and transactions efficiently. EDUCATION Bachelor of Science in Hospitality Management Mariano Marcos State University | 2015 - 2019 CERTIFICATIONS - Sabre Validation Exam Passer - Hotel & Travel Booking System - NCII Front Office Services - TESDA Certified SELF-INITIATED TOOL TRAINING Category | Tools Explored CRM / Property Management | Guesty (Inbox, Pipeline), HubSpot (CRM Basics) Task & Project Management | Asana, Trello, Notion (Remote Task Organization) Communication & Docs | Google Workspace, Microsoft Office, Skype *While not yet applied in a professional setting, I've proactively explored and studied these platforms to prepare for remote and client-facing roles.* ADDITIONAL HIGHLIGHTS - Strong Communicator with a Hospitality-Driven Approach - Highly Adaptable & Tech-Inclined - Detail-Oriented and Goal-Focused - Comfortable in Remote or Hybrid Work Environments