Venus Ericka Hafalla

Venus Ericka C. Hafalla-- CAREER OBJECTIVE ​ To be part of a company that indulges professional growth which provides challenging and rewarding career while allowing me to utilize my knowledge and skills WORK EXPERIENCE ​ SC Reservations Phils. Inc (IHG) Reservation Specialist- ●​ First point of contact on booking and modifying hotel reservations ●​ Build rapport with guests through active listening, maintaining an appropriate pace and using a conversational approach to deliver a warm and friendly guest experience. ●​ Inspire loyalty through personalized and efficient service driven by the guest’s needs. ●​ Efficient and accurate data capture ●​ Manage time effectively (including adherence to assigned schedule, attendance, break time compliance etc.) ●​ Navigate multiple web-based systems while managing various work streams to provide an enhanced guest experience. ●​ Work effectively by understanding, trusting and using tools and information appropriately. ●​ Take ownership of personal development while aligning with team priorities and company goals. ●​ Effectively transferring guest to hotel partners ●​ Willingly deliver on additional tasks as assigned. Foundever (formerly Sitel Philippines) Customer Service Representative- ●​ Handling calls assisting customers w/ issues, questions or complaints about product or service ●​ Address and resolve customer’s questions and issues related to invoices, provide clear and accurate information, and follow up on outstanding balances ●​ Payment processing ●​ Basic troubleshooting of product ●​ Manage large number of inbound calls promptly ●​ Seize opportunities to upsell products when the arise EDUCATIONAL BACKGROUND Vocational Course Technical In Education Skills and Management English Language Proficiency Year : 2016 PROGRAMS/TOOLS USED ●​ ●​ ●​ ●​ ●​ Microsoft Office Skype for Business Genesys Cloud CEM (Customer Experience Management) IRIS (InterContinental Reservations Interface System) SKILLS SOFTWARE/SYSTEM SKILLS ●​ Data Entry ●​ Basic knowledge in MS Excel in creating reports ●​ Proficient in navigating different platforms and computer programs LANGUAGE SKILLS ●​ Strong written and oral communication skill with fluency and with minimal to no grammatical error ●​ Great ability in comprehending spoken language including understanding different tones and non-verbal cue PERSONAL SKILLS ●​ ●​ ●​ ●​ Have a healthy attitude towards work Good in time management Works well under pressure Ability to understand and carry out standard procedures ●​ Fast-learner and dedicated in team success ●​ Well organized with an ability to multitask ●​ Can handle customer complaints and inquiries REFERENCE Novielyn Ancheta Team Lead - Task Us-- Kristian Dela Concha Team Manager - IHG-- ●​ ●​ ●​ ●​ ●​ ●​ Problem solving skills Strong client relations Great Attention to detail Proactive Friendly and approachable Alyssa Lauryn Cruz-Plaza Guest Service Assistant - Curated--