Lilut Villafuerte, Client Relations Manager

Lilut Villafuerte

Client Relations Manager

Be My Guest Holiday Homes Rental LLC

Location
United Arab Emirates - Dubai
Education
Bachelor's degree, ComputerScience
Experience
14 years, 4 months

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Work Experience

Total years of experience :14 years, 4 months

Client Relations Manager at Be My Guest Holiday Homes Rental LLC
  • United Arab Emirates - Dubai
  • My current job since March 2022

- Act as the main point of contact for our landlords and clients, addressing
any concerns or questions they may have
-Builds and maintain strong relationships with landlords to ensure highest
satisfaction with the services and customer retention
-Multi-platform listings: listing creation and advertising through multiple
booking channels to offer the highest exposure available, including Airbnb
and booking.com
-Gather documents necessary for new and existing clients, prepare contracts,
arrange meetings for contract signing
-Calendar management: managing calendars on a day-to-day basis to avoid
over-bookings and cancellation penalties
-Pricing strategies: setting competitive market rental rates and discounting
rates as required to maximise rental occupancy
-Guest screening plus communications: responding to all reservation
inquiries and requests, processing reservations, managing cancellations,
handling any disputes and dealing with customer complaints, and payment
issues
-Other tasks as may be required

Senior Call Center Agent | Subject Matter Expert at Holiday Factory LLC
  • United Arab Emirates - Dubai
  • January 2017 to November 2021

- Manages incoming calls, emails and identify customers' needs
- Builds sustainable relationships and trust with customer
accounts through open and interactive communication
- Provides accurate, valid, and complete information
- Meets personal/team target quotas
- Handles customer complaints and provide appropriate solutions
to ensure resolution and retention
- Taking a technical concept and making it easier to understand
- Trains newly hired and junior agents
- Listening to calls and do real time coaching to the agents if needed
- Assists in sales growth and account management when needed
- Part of quality assurance team and handles escalations and responsible for customer retention.

Customer Service Representative | Team Leader at Etisalat - 050 Telecom
  • United Arab Emirates - Dubai
  • June 2014 to July 2016

- Achieves individual/team sales monthly target
- Ensures high levels of quality and accuracy in daily work
- Provides total customer satisfaction
- Handles and keeps record of Cash & Inventory
- Prepares reports including briefing, daily activities, closing sheets, and follow
ups

Administrative Receptionist | Telephone Operator at Al Hamly Medical Centre
  • United Arab Emirates - Dubai
  • June 2010 to June 2013

- Responsible for providing the best customer service, as well as attending to
the needs of clients. Duties includes performing administrative and clerical
tasks, escalating high-level of client's concerns to the management, keeping
the reception area clean, monitoring office supplies and request stocks as
needed, and maintaining an organized record of meetings and events.

Customer Service Representative | Team Leader at Telegroup BPO Co. Ltd.
  • Philippines - Lucena
  • May 2009 to April 2010

- Plans, coordinates, and evaluates organizational, staffing, and operational activities
- Identifies opportunities to improve service methods and operation procedures
- Assists in the implementation of goals, objectives, policies and procedures in assigned areas to ensure quality service
- Coordinates and promotes services, activities, and events with other departments and outside agencies
- Inspects all aspects of operations and solves problems as directed
- Facilitates interdepartmental cooperation and understanding

Customer Service Representative at The Resource Group (BPO)
  • Philippines - Pasig City
  • February 2008 to March 2009

- Responsible for handling sales over the phone and maintains product and technical knowledge
- Solving questions regarding the product or service provided by the company and collect desired
information from the clients and maintain healthy relations with them.

at The Resource Group
  • Philippines
  • February 2008 to March 2009

Education

Bachelor's degree, ComputerScience
  • at Sacred Heart College Of Lucena
  • March 2003

Specialties & Skills

Administration
Computer Skills
Receptionist
Customer Service
QUALITY
CLERICAL
CUSTOMER SATISFACTION
INSURANCE
LETTERS
ORGANIZATIONAL SKILLS
POLICY ANALYSIS
STAFFING
COACHING

Hobbies

  • Cooking, Reading and watching movies