Joann Reyes

 Follow up counter staff works, and solve all customers’ problems when they occur to show honorable image of the group for customers.
 Make a daily financial report for all domestic, international shipments and delivery coupons, and hand over to accounts section.
 Compliance with the laws and regulations stipulated in the system of labor policies and administrative regulations (Attendance, Absence, Career commitment, … Etc)
 Follow-up the implementation of existing and new projects based on the agreed mechanisms.
 Follow the standards of safety and security in the group and other locations in which he operates.
 Manage and motivate the team to work to achieve the goals set for the desired results.
 Compile all the complaints and mistakes received from customers, and resolve them as per the procedures, to reflect an honorable image of the group or submit them to the direct charge, if necessary, to take the necessary action.
 Handling Consulates Account clients, point of contact for US visa Services.
 Handling escalated complaints from Counter face-to-face, phone or email.
 Providing training, arranging staff’s attendance and leave.
 Perform any other responsibilities relating to this job.

 Key Account in-charge for the company’s Top Clients for both domestic and international sectors.
 Designated staff for the management of after sales service for International courier of Empost.
 Responsible for the follow ups and complaint for domestic and international cases.
 Prepares monthly analysis reports on the service level performance provided for various accounts.
 Provides direct assistance to the Manager / Supervisor for implementation of new procedures, memos, etc.
 Respond promptly to customer inquiries, handle & resolved customer’s complaint.
 Dealing directly with customer either through telephone, email or face to face, obtaining & evaluate all relevant information to handle product and service inquiries and company official website.
 Carry out training for new staff.
 Attends direct queries through phone calls, emails, from branches across the emirates as well as from the main hub counter.
 Compile of weekly and monthly report according to resolved customers inquiries and complaints.
 Managed entire spectrum of activities involved in resolving customer complaints like initiating, receiving, processing, resolving, escalating and closing within prescribed time frame and as per standard operating procedures.
 Closely monitored and followed - up to close all queries as per SLA. Generated reports on business activities, issues, opportunities and risks with requisite course of action to management.
 Communicated with customers in a professional and a courteous manner via email, fax, branches, phone, letter, post, website, etc. directed severe/ complex issues to the concerned departments and followed-up regularly to ascertain timely resolution.
 Handled customers with different temperaments and resolved any conflict/ issues pertaining to company’s products/ services while maintained professional integrity and company’s brand image.
 Demonstrated strong working knowledge of products and services including processes and company policies/ methodologies to add value to job accomplishments.

Handling Incoming calls
•Supporting Sales Executives while on the field
•Ensuring Sales Executive in the team submit required documents / reports on time.
•Tele sales, generating leads.
•Send proposals to clients
•Follow up on Proposals sent.
•Follow up once a month with all existing clients in your area.
•Coordinating meetings.
•Offer personalized service to high revenue clients of respective team members.
•Enter pickup request
•Handling inquires
•Tracking shipments
•Handling complains
•Ensure all client issue is sorted within 24 hrs or else case escalated to concerned S.E. / department / delivery agent.
•Compilation of Monthly reports, daily sales reports.

Handled customer calls with immaculate quality and excellent communication skills; answered and fulfilled all requests by clarifying desired information; completing transactions and forwarding requests to concerned departments.
•Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
•Performed other administrative tasks like providing training and supervising trainees/ new joiners for processes/ updates, identified service gaps and instituted a service management methodology to eliminate escalations.
•Maintained professional and technical knowledge by tracking emerging trends in call center operations management; attended educational workshops; reviewed professional publications; established personal networks

Welcome and greet guests as they arrive
•Ensure that everything guests will be needing is in order and clean
•Provide a menu for customers and explain the specials
•Ensure effective and fast delivery service by the servers
•Inspect dining facilities and ensure proper maintenance
•Ensure that guests are being attended to
•Ensure that guests receive quality service.

Register guests and assigns rooms. Accommodates special requests whenever possible
•Assists in pre-registration and blocking of rooms for reservations.
•Uses suggestive selling techniques to sell rooms and to promote other services of the hotel
•Performs cashiering tasks like bill / invoice settlement, posting charges to the guest, paid out’s, Foreign currency exchange etc.
•Follows procedures for issuing and closing safe deposit boxes used by guests.
•Works closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work.
•Uses proper telephone etiquette
•Attends department meetings
•Maintains the cleanliness and neatness of the front desk area.

Exhibited supreme levels of courtesy and professionalism; devised strategies and policies to establish first line of contact with customers to maximize sales for products and services offered by the company.
•Conducted periodic quality checks, provided strategic guidance and leadership to team and new recruits to achieve the highest levels of quality and service and meet client goals.
•Contributed information and analysis to develop reports for process on daily basis, identified significant variances and developed remedial actions to ensure consistency in operations.
•Keep records of customer interactions, process customer accounts and file documents.
•Meet personal/team sales targets and call handling quotas.

Register guests and assigns rooms. Accommodates special requests whenever possible
•Assists in pre-registration and blocking of rooms for reservations.
•Uses suggestive selling techniques to sell rooms and to promote other services of the hotel
•Performs cashiering tasks like bill / invoice settlement, posting charges to the guest, paid out’s, Foreign currency exchange etc.
•Follows procedures for issuing and closing safe deposit boxes used by guests.
•Works closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work.
•Uses proper telephone etiquette
•Attends department meetings
•Maintains the cleanliness and neatness of the front desk area.