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Adriane Fred Puno, CUSTOMER SERVICE EXECUTIVE

Adriane Fred Puno

CUSTOMER SERVICE EXECUTIVE·Al-Futtaim Group – Hertz Car Rental (WeSource)

United Arab Emirates

Bachelor's degree, Advertising And Public Relations

Work experience

Total years of experience: 9 years, 8 months

CUSTOMER SERVICE EXECUTIVE

October 2025 - April 2026

Al-Futtaim Group – Hertz Car Rental (WeSource)

Dubai, United Arab Emirates

October 2025 - April 2026

• Managed vehicle rental transactions, reservations, customer verification, and contract processing.
• Handled customer inquiries, complaints, extensions, and escalations through phone, online, and face-to-face channels ensuring high service standards, customer excellence.
• Maintained accurate customer records, finance documentation, and operational reports while driving revenue through upselling, customer engagement and promoting additional services.
• Coordinated with operations teams for vehicle delivery, pickup, damage reporting, overdue recovery and compliance procedures in accordance with Dubai Police and RTA regulations.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

GUEST SERVICE SUPERVISOR

February 2019 - April 2024

Carnival Cruise Line

Doral, United States

February 2019 - April 2024

• Supervised front desk, guest services and cruise operations, ensuring seamless
guest experiences, onboard event coordination, and compliance with operational
and safety standards.
• Led scheduling, training, coaching and performance managemnet for guest service
team, increasing staff efficiency by 30%, reducing turn over by 25% and fostered
high performance, customer-focused culture.
• Managed guest concerns, VIP requests, escalations, onboarding documentation,
cash handling and daily administrative tasks, contributing to a 90% customer
satisfaction rating while protecting brand reputation.
• Coordinated with logistics providers, port authorities, internal departments, US
Customs and Border Protection, and Hellman Worldwide Logistics to ensure smooth
operations and regulatory compliance.
Company industry:
Hospitality & Accomodation
Job role:
Customer Service and Call Center

BUSINESS OWNER / OPERATIONS SUPERVISOR

January 2020 - October 2023

YourMajestea Milktea

Cavite City, Philippines •Hybrid

January 2020 - October 2023

• Managed daily operations, inventory, procurement, budgeting and staff supervision.
• Handled recruitment, training, scheduling, and customer service management.
• Implemented targeted marketing increasing sales by 35% and reduced cost by 30%
through innovative data-driven decisions and streamlined opearations that improved
repeat business.
Company industry:
Catering, Food Service, & Restaurant

GUEST SERVICE ASSOCIATE

June 2016 - February 2019

Carnival Cruise Line

Doral, United States

June 2016 - February 2019

• Optimized check-in/check-out and guest workflows, reducing wait times by 30%
while delivering personalized support for customer complaints, reservations, billing
inquiries, and onboard services.
• Increased revenue and onboard sales by 20% through upselling tours, reservations
and guest packages. Drive a 15% increase in bookings through special events and
promotions.
• Processed payments, billing adjustments, and account transactions accurately while
implementing guest feedback to improve the overall service quality and guest
experience.
Company industry:
Hospitality & Accomodation
Job role:
Customer Service and Call Center

SENIOR CUSTOMER SERVICE EXECUTIVE

October 2009 - November 2010

AEGIS PeopleSupport

Makati City, Philippines

October 2009 - November 2010

• Managed customer accounts, accurate validation, billing inquiries and payment
processing.
• Provided Level 1 technical support, maintained accurate case documentation and
collaborated with internal teams to implement service, process improvements and
resolved customer concerns efficiently.
• Supported retention campaigns and sales through upselling efforts to improve
customer loyalty reducing cancellations by 30% and increased the revenue by 15%.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Education

Polytechnic University of the Philippines

January 2009

January 2009

Bachelor's degree, Advertising And Public Relations

Philippines

Skills

Optimistic
Expert
Optimistic
Expert
Flexibility
Expert
Flexibility
Expert
Customer Service Management
Expert
Customer Service Management
Expert
Team Leadership
Expert
Team Leadership
Expert
Team Management
Expert
Team Management
Expert
DETAIL ORIENTED
Expert
DETAIL ORIENTED
Expert
ADMINISTRATIVE SUPPORT
Expert
ADMINISTRATIVE SUPPORT
Expert
CUSTOMER SERVICE
Expert
CUSTOMER SERVICE
Expert
COORDINATING
Expert
COORDINATING
Expert
HOSPITALITY
Expert
HOSPITALITY
Expert
QUICK LEARNING
Expert
QUICK LEARNING
Expert
PROFESSIONALISM
Expert
PROFESSIONALISM
Expert
MICROSOFT OFFICE
Expert
MICROSOFT OFFICE
Expert
CUSTOMER RELATIONSHIP MANAGEMENT CRM SOFTWARE
Expert
CUSTOMER RELATIONSHIP MANAGEMENT CRM SOFTWARE
Expert
OFFICE MANAGEMENT
Expert
OFFICE MANAGEMENT
Expert
LEADERSHIP
Expert
LEADERSHIP
Expert
Management
Expert
Management
Expert
Administration
Expert
Administration
Expert
Banking
Expert
Banking
Expert
Call Center
Expert
Call Center
Expert
Marketing
Expert
Marketing
Expert
Sales
Expert
Sales
Expert
Customer Service Skills
Expert
Customer Service Skills
Expert
Customer Care
Expert
Customer Care
Expert
Accounting
Expert
Accounting
Expert
Microsoft Excel
Expert
Microsoft Excel
Expert
Secretarial
Expert
Secretarial
Expert
Front Office
Expert
Front Office
Expert
Receptionist
Expert
Receptionist
Expert
Data Entry
Expert
Data Entry
Expert
Administrative
Expert
Administrative
Expert
Hotels
Expert
Hotels
Expert
Hotel Management
Intermediate
Hotel Management
Intermediate
CROSS FUNCTIONAL COORDINATION
Intermediate
CROSS FUNCTIONAL COORDINATION
Intermediate
CUSTOMER COMMUNICATIONS MANAGEMENT
Intermediate
CUSTOMER COMMUNICATIONS MANAGEMENT
Intermediate
FINANCE
Intermediate
FINANCE
Intermediate
MULTITASKING
Intermediate
MULTITASKING
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
OPERATIONS MANAGEMENT
Intermediate
OPERATIONS MANAGEMENT
Intermediate
ORGANIZATIONAL AWARENESS
Intermediate
ORGANIZATIONAL AWARENESS
Intermediate
ORGANIZATIONAL EFFECTIVENESS
Intermediate
ORGANIZATIONAL EFFECTIVENESS
Intermediate
COMPUTER LITERACY
Intermediate
COMPUTER LITERACY
Intermediate
LEASE CONTRACTS
Intermediate
LEASE CONTRACTS
Intermediate
BUSINESS OPERATIONS
Intermediate
BUSINESS OPERATIONS
Intermediate
CONTRACT MANAGEMENT
Intermediate
CONTRACT MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
GUEST RELATIONS
Intermediate
GUEST RELATIONS
Intermediate
LOGISTICS
Intermediate
LOGISTICS
Intermediate
RETAIL EXPERIENCE
Intermediate
RETAIL EXPERIENCE
Intermediate

Languages

Tagalog
Native Speaker
English
Expert

Training and Certifications

Certifications
Crisis Management and Human Behavior
Shipmate Mentor Program
Setting the Stage: Management Skills Course
Certified Customer Experience Professional
Crisis Management and Human Behavior
Shipmate Mentor Program
Setting the Stage: Management Skills Course
Certified Customer Experience Professional
LEAD Module 1: Manager as
LEAD Module 2: Ethical Leadership
Shipboard Care Team Training
Crisis Management and Human Behavior
Shipmate Mentor Program
Setting the Stage: Management Skills Course
Certified Customer Experience Professional
Certified Customer Experience Professional
Certified Customer Experience Professional
VCourse.org
May 2025
Show credentials

Hobbies

  • Team Leadership
    • Team Leader of the Month – Carnival Radiance, Jan 2023 • Be the Difference Award – Carnival Fleet Guest Services, 2019 • Team Member of the Month – Carnival Imagination, 2016 • Best PACMAN Rating Awardee – Experian Account, Manila, 2010