Fritzie Ann Punzalan

-Poses as a real customer whilst assessing customer service levels provided by a company or organization.
- Achieve a good memory of a specific scenario assigned and required to be keen on observational and writing skills. Committed and able to deliver results on tight deadlines of mystery shopping reports.

Manage the team with the overall responsibility of providing an efficient, effective, polite, safe and friendly service to guests, ensuring a smooth daily boats tour operation.

-Utilize exemplary problem resolution skills, keen listening skills, strong communication and organizational skills, successfully resolving challenges and concerns by taking initiative and proactively identifying solutions and following up in a timely manner.

-Facilitate guest check in and check out procedures, continuously update the team on guest list and bookings, payment collections, water and petrol supply, coordinate between the booking team and skippers.

 Managed workflow on receiving merchandise for the store; pricing and displaying the product in an appealing and fashionable manner; and motivated staff in providing exceptional customer service and care.
 In charge of choosing suppliers, determining the physical attributes of products to purchase and merchandise to purchase, performed inventory, trained staff on how to manage cash transactions, handled returns and refunds, dealt with customer complaints, developed budget plans, and updated financial statements.

Assisted the Store Manager, as well as guide and look after the efficiency of the employees that are a part of the team. Handled last time orders, rectifying the complaints of the customers, supervising the daily work and deftly delegated responsibilities. Accomplished administration jobs such as reports, ordering of stocks and cash management.

Handled customers’ calls/transactions on all areas of operations and relevant departments in a courteous and professional manner. Proficiency in Genesys Agent Desktop Software Call Management System.
Performed Outbound Service Evaluation Calls to Toyota, Lexus, Honda, Hertz, Honda Motorcycles and Al Futtaim Auto Mall Clients obtaining feedback with regards to Sales Services, Car Servicing and Maintenance, and other Staff related Services.
Worked as a Plug Ins Electronics Contact Center Advisor relating to Product Delivery and Installation, Product Inquiries using SAP, Request for Technician, Technical Assistance, Customer Complaints and other related Customer Requests.
Prepared Plug Ins Electronics Daily Activity Report and Complaint Reports of other Brand Clients

Directed baristas to ensure that all customers are being given the Starbucks experience in which they will
be enthusiastically satisfied.
Monitored baristas’ performance with accordance to Starbucks standard operating procedure.
Provided over all feedback to store manager with regards to customers, baristas and business.
Prepared administration reports such as, Food Management, Weekly Inventory, Daily Sales Report, Training Plans, Purchasing, Ordering, Weekly Pastry and Milk Forecast and Issue Requests on Fidelio Material Control.
Carried out a training plan for the new baristas accomplishing the Barista Training Program through effective and timely coaching.
Encouraged coffee explorers to learn more about the world of coffee, contributed to store’s whole bean sales, educated the customers about Starbucks coffee and maintained the customer and baristas’ enthusiasm about coffee.

Attended to hotel guests’ needs in accordance to implemented hotel standards.
Performed Telemarketing for possible repeat business with previous Hotel Guests.
Micros Hotel Software operations, handled cash income and other forms of transactions, which involved food and beverage revenues such as; Banquets, Outside Catering, Dine-In, and Take Away Transactions.
Flexibility in the duties assigned in the Room Service, 609 Coffee Shop and the Aeroplane Restaurant
Responsible for giving a service oriented and friendly experience which the guest will surely come back for.
Maintained a data base file from the guests’ questionnaires, comment sheets and business cards for future reference.