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amerjaphil velasquez, Customer Service

amerjaphil velasquez

Customer Service·Dubai Airports

United Arab Emirates

Bachelor's degree, Public Administration

Work experience

Total years of experience: 14 years, 1 months

Customer Service

May 2015 - Present

Dubai Airports

United Arab Emirates

May 2015 - Present

Directing passengers to find their way around the airport, guiding them to their right departure gates, for instance
Airport front liner
Answering telephone inquiries
Giving up-to-date information on flights and services
Updating and monitoring a computerized flight information system
Dealing with lost property

Customer Contact Channels (C3

Company industry:
Airlines
Job role:
Customer Service and Call Center

Call Center Representative

April 2014 - March 2014

Bonifacio Global

Philippines

April 2014 - March 2014

Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly
Managed customer call effectively and efficiently in a complex, fast paced and challenging call center improvement
Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity
Oversaw call center employees to ensure customer satisfaction goals were consistently met

Company industry:
Insurance & TPA
Job role:
Customer Service and Call Center

Call center Agent

September 2012 - March 2012

Ace Global Contact Center Philippines

Philippines

September 2012 - March 2012

Initiated operations improvements to improve overall call center productivity
Improved call center functionality and service capacity by resolving customer complaints efficiently and accurate
Developed all process controls and metrics for daily management

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Cashier

October 2011 - March 2011

Northstar Grill & Gourmet Corporation

October 2011 - March 2011

Paso de Blas, Valenzuela Philippines
Greeted Customer promptly
Cash management using Point of Sales system
Developed standard operating procedure
Put out new stock and rotated existing products

Job role:
Accounting and Auditing

Cashier

October 2010 - March 2011

Dokik’s Food Corporation

Philippines

October 2010 - March 2011

Cash management
Performed opening, closing and shift changes actions
Resolved service issues in timely manner
Increased customer loyalty and retentions

Job role:
Accounting and Auditing

August 2009 - January 2010

The Great DMA Manpower Agency (Olympic World Trinoma)

Philippines

August 2009 - January 2010

Prepared merchandised for sales floor
Updating computer inventory listings
Proposed innovative marketing ideas and strategies
Suggested accessories and complimentary purchases

Job role:
Other

Kitchen Staff

June 2006 - April 2008

Huawei Ltd. Corporation

Jordan

June 2006 - April 2008

Assisting the chef cook for all food preparations
Communicated to other kitchen team to ensure food was prepared on time and correctly
Maintained kitchen work areas, equipment and utensils in clean and orderly conditions

Job role:
Customer Service and Call Center

Education

Saint Mary’s University

October 2003

October 2003

Bachelor's degree, Public Administration

Philippines

:

Skills

CALL CENTER
Expert
CALL CENTER
Expert
CASH MANAGEMENT
Beginner
CASH MANAGEMENT
Beginner
CASHIER
Beginner
CASHIER
Beginner
CLOSING
Beginner
CLOSING
Beginner
CUSTOMER SERVICE
Expert
CUSTOMER SERVICE
Expert
DIRECTING
Intermediate
DIRECTING
Intermediate
INVENTORY MANAGEMENT
Beginner
INVENTORY MANAGEMENT
Beginner
MARKETING
Beginner
MARKETING
Beginner
SALES
Expert
SALES
Expert
TELEPHONE SKILLS
Intermediate
TELEPHONE SKILLS
Intermediate

Languages

English

Expert

Arabic

Intermediate