Merry Joy C. Labto

- MERRY JOY C. LABTO -live:.cid.2c1b9337f7e89bca Vacation Rental Specialist Blk 62 LOT 2 Phase 1, Mabuhay Homes 2000, Paliparan II, Dasmariñas Cavite, Philippines SUMMARY Caring and friendly customer service professional with 12 years experience in consumer retail settings. Personable and committed in providing high-quality service and superior guest experiences. Positive and infectious personality with excellent interpersonal and relationship-building skills. Enhances customer experiences by implying service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. EDUCATION PROFESSIONAL EXPERIENCE Emilio Aguinaldo College -Dasmariñas Guest Experience Support Undergraduate of Bachelor's Degree in Nursing 2007 – 2011 Nancy’s Vacation Rentals | July 7, 2024 - March 31, 2025 Graveyard Shift SKILLS Strong organizational and timemanagement skills Exceptional communication and interpersonal skills Ability to work independently and as part of a team Detail-oriented and able to handle multiple tasks simultaneously Experience in managing customers multiple accounts ACHIEVEMENTS Got promoted as a Subject Matter Expert handling Telco account (SPRINT) 2016 - 2017 Started as Customer Service Representative and got promoted as Subject Matter Expert handling Telco account (AT&T) 2017 - 2019 Engaging with Guests: Proactively interacting with guests via emails, telephone calls, chat platforms, and text messages, maintaining a warm and professional demeanor at all times. Effectively utilizing active listening and communication skills to address their inquiries, concerns, or requests. Resolving Guest Inquiries: Responding promptly and accurately to guest inquiries using tools provided by the client, such as CRM software or knowledge databases. Demonstrating empathy and resourcefulness in providing solutions tailored to their needs. Managing Check-In and Check-Out: Facilitating seamless check-in and check-out processes by verifying reservations, coordinating with internal teams like housekeeping and maintenance, and addressing any last-minute concerns to ensure a smooth transition for guests. Handling Complaints and Concerns: Addressing guest complaints with professionalism, patience, and empathy, while leveraging all available resources to reach effective resolutions. Remaining calm and courteous in challenging situations and ensuring the guest feels heard and supported. Going Above and Beyond: Taking the initiative to deliver extra-mile service, whether by offering personalized recommendations, organizing special accommodations, or following up with guests to confirm their satisfaction with the resolution provided. Booking Assistance and More: Assisting guests with bookings, cancellations, rebookings, and escalations, while ensuring transparency and clarity throughout the process. Managing escalated cases efficiently and collaborating with relevant departments to provide timely outcomes. Creating Memorable Experiences: Drawing on your own guest experience expertise to anticipate needs and exceed expectations, fostering trust and loyalty. Guest Experience Support Customer Service Representative (Financial account) Houst | November 22, 2023 - September 4, 2024 Morning Shift Stream Global Services | March 2013 - December 2014 - H&R block Graveyard Shift Interacting with the guests by responding to tickets, telephone calls, emails, and chat messages. Respond with the user's inquiries in a timely manner using the tools provided by the client. Managing check-in and check-out this includes verifying reservations, communicating with other teams including maintenance and housekeeping, ensuring a smooth transition for guests arriving and departing. Address and resolve the user's complaints by maximizing the resources available. Manage users situation calmly and courteously. Provide extra-mile to make sure that the customer is satisfied with the resolution provided. Assist guests with booking, cancellation rebooking and escalations. Customer Service Representative (Airbnb) TDCX Philippines | April 2021 - July 2023 Graveyard Shift Respond to tickets, telephone calls, emails and chat messages from the customer. Respond with the user's inquiries in a timely manner using the tools provided by the client. Address and resolve the user's complaints by maximizing the resources available. Gathered and verify the user's information as part of the workflow before providing account details. Manage user's situation calmly and courteously. Provide extra mile to make sure that the customer is satisfied with the resolution provided. Assist guest with booking, cancellation rebooking and escalations. Customer Service Representative TELCO ACCOUNTS such as: Alorica Teleservices, Inc. | June 2020 to September 2020 -VERIZON CSS Corporation . | June 2019 to March 2020 - Century link VXI Global B.V | August 2017 - June 2019 - AT&T ISM (combine bill) IQOR Philippines | June 2015 to June 2019 - Sprint FIS Global | December 2014 - June 2015 Sprint Billing and Collection Graveyard Shifts Effectively managed high volume of inbound phone calls. Manage to answer constant flow of phone calls with up to 10 calls on queue per minute. Provide additional assistance with their financial concern. Address and resolve the user's complaints by maximizing the resources available. Gathered and verify the user's information as part of the workflow before providing account details. Manage user's situation calmly and courteously. Provide extra mile to make sure that the customer is satisfied with the resolution provided. Effectively managed high volume of inbound phone calls. Manage to answer constant flow of phone calls with up to 10 calls on queue per minute. Provide additional assistance with their financial concern. Address and resolve the user's complaints by maximizing the resources available. Gathered and verify the user's information as part of the workflow before providing account details. Manage user's situation calmly and courteously. Provide extra mile to make sure that the customer is satisfied with the resolution provided. Customer Service Representative (Financial account) Visaya Knowledge Process Outsourcing (VKPO)| July 2011 March 2013 - Moulton Logistics Graveyard Shift Effectively managed high volume of inbound phone calls. Manage to answer constant flow of phone calls with up to 10 calls on queue per minute. Provide additional assistance with their financial concern. Address and resolve the user's complaints by maximizing the resources available. Gathered and verify the user's information as part of the workflow before providing account details. Manage user's situation calmly and courteously. Provide extra mile to make sure that the customer is satisfied with the resolution provided. Gather customer’s information for order taking Process order, refund, replacements Escalate concerns if necessary.