KARIMA NADEA FORONDA
Passport No
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Current Address
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Contact Details :
Educational Background:
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Private Road, Cansaga, Consolacion Cebu-University of San Jose Recoletos, ASSOCIATE IN HOSPITALITY MANAGEMENT-
Professional Profile
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High energy and positive attitude
Highly organized with attention to details and ability to serve several transactions simultaneously
Resourceful, skilled in analyzing and solving problems
Excellent written, oral and interpersonal communication skills, Strong sense of responsibility and self-motivation
Work Experience:
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Klook Travel and Technologies Ltd. January 2018 – January 2020
Cebu, Philippines
Customer Experience Specialist
Job Description:
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Manage customers’ inquiries by phone, email and live chat;
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Coordinate with booking and merchant management teams to check on the status of orders;
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Work closely with product teams to advise on suggested changes to activities content in order to meet customers’ needs
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Attract potential customers by answering questions on products and services; Suggest information about other products
and services
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Resolve product or service problems by clarifying the customers’ inquiries; determine the cause of the problem; select and
explain the best solution to solve the problem, expedite correction or adjustment, follow up to ensure resolution
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Process cancellation, refunds and amendment requests submitted by customers
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CML Mopro Philippines - April 2017 – December 2017
Cebu, Philippines
Digital Sales Consultant
Job Description:
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Engage with prospective clients by phone to provide a premier customer experience
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Help clients find an ideal solution to their online needs
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Create an urgent plan for improvement for their digital presence
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Manage multiple systems and processes seamlessly
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Upsell add on products to be added on client’s website best fit for their industry.
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411BPO July 2016 – April 2017
Cebu Philippines
411 Locals - Customer Service
Job Description:
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Customer service specialist and front of the house technical support
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Collect and complete business listing verification
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Activate business listing via Google
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Contact Google for verification process and assistance
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Contact back office technical support for follow up on trouble tickets
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Assist customer membership cancel request
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Create trouble tickets for technical issues (website, social media, YouTube video, business listing)
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Follow up clients for completion of business listing
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Follow up clients for trouble ticket requests
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Verify business listing according to Google Guidelines
FORONDA 1 | Page
411 Locals - SME (Subject Matter Expert ? Nesting Team Lead - Customer Service Dept
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Contact Bulgarian back office technical support for follow up on trouble tickets
Assist customer’s cancellation request
Take escalation calls - Chargeback Issue
Reselling and upselling company services
Disseminate information across all levels of the organization
Organize weekly team huddle
Organize employee KPI coaching and feedback
Real time staff monitoring - workforce
Submit daily report to CS Director and to Process Improvement Director
Handle teach back to on boarding trainees
Assist trainees to onboard during nesting period until fully endorsed to production floor
WIPRO BPS PHILIPPINES February 2016 – June 2016
Cebu Philippines
UNITED HEALTH GROUP USA - Associate
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Answer incoming calls and transfer caller to appropriate department when needed.
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Assist medical practitioners, provide accurate benefit plan information.
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Inform callers if patient is still eligible or ineligible for medical insurance coverage.
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Checks provider benefits and eligibility
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KY AND ASHLEY ADVERTISING December 2014 – January 2016
Dubai, United Arab Emirates
SECRETARY/ RECEPTIONIST
Job Description:
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Answer telephones and give information to callers, take messages , or transfer calls to appropriate individuals.
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Compose, type and distribute meeting notes, routine correspondence and reports.
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Greet visitors and callers, handle their inquiries, and direct them to the appropriate persons according to their needs.
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Locate and attach appropriate files to incoming correspondence requiring replies
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Make copies of correspondence and other printed material.
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Open, read, route, and distribute incoming mail and other material, and prepare answers to routine letters.
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Set up and maintain paper and electronic filing systems for records, correspondence, and other material.
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Conduct searches to find needed information, using such sources as the Internet.
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Order and dispense supplies
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Operate office equipment such as fax machines, copiers, and phone systems, and use computers for spreadsheet word processing,
database management and other applications.
EPERFORMAX CONTACT CENTERS AND BPO J
uly 2013 – October 2014
Cebu, Philippines
EBAY INC. NORTH AMERICA AND CANADA – Customer Support Representative Escalations (Fraud)
Subject Matter Expert - Escalations - December 2013 - October 2014
Job Description:
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Efficient and accurate resolution of issues and questions regarding customers’ accounts. Reliably follow-up with customers on
issues. Empathetic towards customer concerns and display a sincere desire to serve.
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Operates in a fast-paced multi-channel environment including inbound and outbound phone calls, email and chat.
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Areas of support include: eBay Money Back Guarantee, unpaid items, not-as-described items, appeals, cancel transactions, facilitate
contact between trading partners, payment disputes, report customers or listings, returns, unpaid items, investigate claims, review
accounts, PayPal admin, courtesy funds, local pick-up, in-depth resolution, descoring, feedback policies and removal, refunds, high
value claims, and focus on reducing bad buyer experiences.
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AEGIS PEOPLE SUPPORT May 2012 – May 2013
Cebu, Philippines
Expedia Affiliate Network, Central Hotel Reservations – Reservations
Job Description:
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Receives incoming hotel reservations and inquiries, upsell hotel globally, mostly in the US and Canada.
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Verifies customer’s hotel reservation, availability, prices and information. Address and assist concerns and online hotel bookings.
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Provide accurate information and inform legal scripts on respective reservations.
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Submit daily sales report to immediate supervisor.
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ABBA TRAVEL AND PILGRIMAGE SERVICES, INC. July 2011 – May 2012
Cebu, Philippines
FRONT DESK/ TICKETING AND RESERVATIONS AGENT
Job Description:
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Arrange reservations and routing for passenger. Determines the availability of travel dates requested by customer and Inform
restrictions.
Plans route and computes ticket cost, using schedules, rates, tariff, and Amadeus system
Assist passengers requiring special assistance; preparation for pilgrimage & travel services,
outbound ticketing and reservations
Coordinate with customers regarding the status of their reservation.
Sells and assembles tickets for transmittal to customers, sells tour packages, arranges hotel reservations, and airline bookings
Answers telephone inquiries and refer to proper staff,
Reports to S&M Director for any clarification or consultation concerning ticketing and reservation.
Submit regular sales report on ticketing for tour packages, passport and visa applications received.
Provides clerical support to the Sales & Marketing Director
ETS AUSTRALIA April 2009 – July 2011
Cebu, Philippines
Provides professional migration, employment and education consultancy services.
JUNIOR ADMINISTRATIVE ASSISTANT/RECEPTIONIST
Job Description:
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Answer telephone inquiries from customers, attend to visitors and assist other staff in the organization with their inquiries
Operate a range of office machines such as photocopiers, computers and faxes
Sort and distribute incoming mail to areas and staff within the organization and dispatch outgoing mail
Write business letters, reports or office memos using word processing programmes
Arrange appointments for callers or for people working in the organization and keep records.
TRAININGS AND SEMINARS:
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SKILLS
Amadeus Basic Certification Training Course, August 8-12, 2011
Tiger Airways Product Presentation Seminar, November 15, 2011
China Airlines Product Presentation Seminar, February 09, 2012
Expedia – Voyager Tool Training, January 21-22, 2013
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Fluent in English both oral and written
Skilled in Administrative/ clerical management
Knowledgeable in Amadeus Systems, Sabre
Basic Basic Knowledge in SEO and Google Adwords
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Computer Literate –Microsoft Office and Google Suite
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Experienced B2B/B2C sales and customer service
Database Management, Data entry and web research
Well versed in Freshdesk, Bright Pattern, Zendesk, Slack, Zoom, Join.me, Workday, Canva
Basic Social Media Management and Photoshop
FORONDA 3 | Page
PERSONAL PROFILE
Birth date:
Mobile Number::
Email:
Skype:
February 6, 1992
--adoremiyaye
CHARACTER REFERENCE:
Ridley Rosal
Customer Service Representative
Concentrix - Cebu
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Faith Gabriel Ytang
Customer Review Team
Klook Travel and Technologies Inc - Philippines
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Ma Ana Patricia Apurado
Process Trainer
Klook Travel and Technologies Inc - Philippines
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FORONDA 4 | Page
