Merryl Edriene Arrabelle Y. Floresta

Merryl Edriene Arrabelle Y. Floresta - - B10 L27 Katherine Townhomes, Brgy. Molino 3, Bacoor City, Cavite, Philippines 4102 PROFESSIONAL EXPERIENCE SC Reservations Philippines, Inc. Makati City January 2024 - March 2025 Reservations Sales Specialist Help members and guests secure hotel bookings promptly. Assist in modifying and cancelling guest or member's booking. Update booking details like credit card information, special requests (accessible or handicapped rooms), etc. Endorse calls to the right department for cases like fraud booking, payment inquiries, etc. We provide exceptional customer service and build rapport with guests and members. Assist guests with their inquiries about hotel information, whether room details, price, availability, or other hotel details. SC Reservations Philippines, Inc. (Makati City) June 2023 - January 2024 Customer Care Specialist Resolve customer inquiries regarding reservations, ensuring a smooth and positive experience. Assist in updating their account information or booking details. Endorse the call to the right department depending on the concern, whether it's a fraud booking, refund, points reversal, etc. Assist customer inquiries regarding their account or booking details and provide accurate information. Concentrix (Makati City) December 2021 - May 2023 Customer Service Advisor I Resolve clients' inquiries or claims regarding unauthorized transactions in their checking, or savings accounts whether it's an unauthorized withdrawal Identify, investigate, and prevent fraudulent activities that could lead to clients' or bank's financial loss. Analyze clients' account activity and patterns for suspicious behavior, such as unusual transactions or unauthorized access. Conduct thorough investigations into fraud claims, gathering evidence from the account holder. Mitigate fraud risks, and provide the timeframe and documents needed to gather from the client. Educate the client by informing steps and procedures to prevent future fraudulent transactions from happening. Endorse their case to the right department whether it's a fraud booking, refund, points reversal, etc. Assist customer inquiries regarding their account or booking details and provide accurate information. Work closely with other departments, such as risk management, and compliance to address fraudrelated issues. Genpact (Muntinlupa City) October 2020 - August 2021 Process Associate Resolve clients' inquiries regarding account information, billings, and unauthorized transactions on their credit card accounts. Assist clients in updating their contact information on their accounts and provide information on the requirements needed for them to submit a request to change their name, whether due to the death of a partner, divorce, or marriage. Educate client with any billing concerns they may have. Assist clients in filing disputes and endorse them to the designated department for further investigation. Inform clients of promotions they are eligible to upgrade to and provide the benefits to help them decide if they want to upgrade their credit card account to the next tier. Concentrix (Muntinlupa City) February 2019 - May 2020 Sales Associate II Help resolve customer's inquiries regarding their billing, cable or internet subscription, etc. Help update account information such as name, address, contact information, etc. Offer promotions for telecommunications, cable products and services to customer for a new mobile phone, cable or internet promos, etc. Help customer do basic troubleshooting with their mobile phone device, cable tv, or internet issue. Help request for replacement in case the device is faulty or needed an upgrade. Educate customer about their billing information and remind them when is the exact due date (if there are any changes on product or services). Interglobe Technologies (Alabang, Muntinlupa City) January 2017 - October 2017 Customer Service Representative Provide exceptional customer support via phone and email, resolving inquiries and complaints effectively. Assist in updating their account information. Help guests coordinate with the owner of the vacation home and vice versa if they have any special requests that aren't met during their stay. Provide information to the guest regarding the vacation home information such as address, car rental pick-up time, etc. Help resolve and mediate between guests and the owner if there is a problem with the property, or if they had an unpleasant stay at the property. Help guests look for an alternate vacation home if the property they rented isn't what is exactly described or shown on the website. Assist guest in processing or follow up regarding their refund request via email or phone. Hinduja Global Solutions (Muntinlupa City) June 2015 - December 2016 Fitness Advisor (Customer Service Representative) Assess fitness goal and suggest fitness product such as exercise or weight loss product to the customer. Assist in updating their account information. Provide information to customers regarding promo or details of their coach event. Sell and suggest weight loss product to the customer that tailor fit their fitness goal. Help resolve customers inquiries such as complaints, replacement and shipment follow up to provide exceptional customer service in an effective and timely manner. Microgenesis Software Inc. (Makati City) July 2014 - June 2015 IT Specialist of Document Imaging System (Kofax, Docushare, and Canon) Manage document imaging systems to ensure efficient document capture, storage and retrieval. Introduce and demonstrate products and services to prospecting clients. Assist end users with system operation, troubleshooting, and training. Adjust settings and configurations to achieve optimal image quality, ensuring accurate and legible documents. Oversee the implementation, maintenance, and optimization of document imaging software and hardware. Microgenesis Software Inc. (Makati City) July 2013 - July 2014 Human Resources Staff Manage employee 201 files, compensation & benefits, and acted as a company liaison to government agencies. Assist with employee onboarding. Maintain accurate and up-to-date employee records. Assist with HR projects. Microgenesis Software Inc. (Makati City) October 2011 - April 2013 Front Desk Officer Assist visitors, clients and vendors and endorsed them to their respective contact person or department. Handle incoming calls and endorsed them to the designated contact person or department. Provide administrative support, such as photocopying and filing. Maintain cleanliness and organized front desk area. Assist in releasing checks to vendors. Manage staff or client training and meeting schedules and assign their designated room. Assist HR with company meeting or events and administrative task when needed. SKILLS Team player Strong Organizational skills Expert at building rapport with clients Able to learn software quickly Proactive and self-motivated Tech Savvy Critical thinking Effective communication EDUCATION B.S. Computer Science April 2008 - March 2011 University of Perpetual Help System Laguna Biñan, Laguna