Carlo Jesus Marzan, Operations Trainer/Training Specialist

Carlo Jesus Marzan

Operations Trainer/Training Specialist

Carlson Wagonlit Travel

البلد
الإمارات العربية المتحدة
التعليم
بكالوريوس, Hotel, Restaurant & Institution Management
الخبرات
6 years, 3 أشهر

مشاركة سيرتي الذاتية

حظر المستخدم


الخبرة العملية

مجموع سنوات الخبرة :6 years, 3 أشهر

Operations Trainer/Training Specialist في Carlson Wagonlit Travel
  • الفلبين
  • يونيو 2014 إلى يناير 2017

*Promoted from Travel Counselor position*
- Acted as the interim/POC for the department in the absence of a Training Manager whereas attending and involved in strategic planning and business development.
- Provides training towards team members involve within Operations (Traveler Services) in the utilization of new systems and processes for improving business growth supporting APAC, NORAM, EMEA markets.
- Proven track record of analyzing training needs (TNA) and ADDIE approach requirements and designing key solutions that meet customer goals especially in system migration including policies and procedures for each accounts supported by CWT.
- Planned, scheduled and managed all training classes with supporting training documentations.
- Designed the standard training curriculum (Foundations Training) that is being currently used for all new hires training.
- Exceptional ability to collaborate and teach new concepts in an effective and efficient manner to mentor other training professionals and class instructors.
- Provided excellent customer service and travel planning towards all clients of CWT in providing the best option for their flights, hotel and car hire itinerary.
- Supports all investigation and root cause analysis (RCA) with the Operations Team Lead to resolve Agent Debit Memos (ADMs) and Agent alerts on Customer Satisfaction surveys
- Managed to provide the best fare that will help clients achieve their budget for each of their travel request for domestic and international flights.

Customer Retention Specialist/Reservation-Guest Relations Officer في InterContinental Hotels Group (IHG)
  • الفلبين
  • يونيو 2011 إلى مايو 2014

*Promoted from Customer Care Representative position*
- Provided supervisory level of assistance on escalated guest complaints, clarifications and compensations regarding the loyalty program with investigation procedures on case documentations and call and email recordings.
- Receives first hand information regarding the upcoming hotel promotions and updates that will affect the stakeholders of whole of Operations (Customer Care) as the first contact of our IHG Rewards Club members.
- Acts as a back-up of the Operations (Customer Care) front liners in receiving the calls and emails to maintain the service level agreement towards our loyalty members.
- Acts as the Manager on Duty in the absence of the Operations and Team Managers when the need arises
- Provided coaching and employee development to ensure quality targets are met accordingly by the frontline representatives.
- Processed charges for membership enrollment and renewal fees and assisted hotel employees about the loyalty programs and promotional offers.
- Maintain positive relationships with key clients who have a significant impact on the success of the company

Travel Counselor/Admin Assistant في Travel Proponents Inc.
  • الفلبين
  • نوفمبر 2010 إلى يونيو 2011

- Booked and issued tickets for passengers flying local and international destinations.
- Offered and assisted good travel packages for walk-in customers, phone calls and e-mails.
- Responsible for distributing and filing updated airline rate sheets.
- Provided effective and efficient trip planning for clients - with our own sales and revenue targets
- Assisted with marketing activities, including development and implementation of a sales and marketing activity plan for the delivery of agreed goals
- Assisted in the development of sales strategies and conceptualizing local and regional tour packages
- Sourced and negotiated commissionable rates with partner airlines, hotels and villas in given areas
- Managed client and supplier relationships in order to obtain new business opportunities
- Attend networking opportunities and other functions for business related interests

الخلفية التعليمية

بكالوريوس, Hotel, Restaurant & Institution Management
  • في De La Salle - College of Saint Benilde
  • سبتمبر 2010

Specialties & Skills

Administration
Customer Service
Hospitality
Airlines
Training
MS Office Applications
Clerical Work (Printing, Photocopying, Scanning, Fax, Email)
Telephone Manners
Time Management
Calendar Management
Documentations

اللغات

الانجليزية
متمرّس
الفيلبينية
اللغة الأم

العضويات

Carlson Wagonlit Travel - Responsible Business
  • Core Member
  • June 2014
De La Salle University - Days With The Lord
  • Assistant to the Adviser
  • December 2007

التدريب و الشهادات

How To Conduct A Successful Event (Event Management) (الشهادة)
تاريخ الدورة:
March 2015
GDS Amadeus: Basic Reservation (الشهادة)
تاريخ الدورة:
October 2009
Training Needs Analysis (ADDIE) (الشهادة)
تاريخ الدورة:
February 2016
GDS Galileo: Basic Reservation (الشهادة)
تاريخ الدورة:
October 2015
Kaizen Concept - Lean Six Sigma (الشهادة)
تاريخ الدورة:
July 2013
GDS Galileo: Fares & Ticketing (الشهادة)
تاريخ الدورة:
October 2015

الهوايات

  • Responsible Business (Humanitarian) Causes
    Core Member Representative Responsible Business, Carlson Wagonlit Travel - Philippines Causes Involved: October 2015 - Poverty Alleviation "CAUSEtoberfest" is a musical concert event January 2016 - Environment "CAUSE to Coast" is a Coastal Clean-Up, Mangrove Planting and cleaning of the Rainforest Tank.