Mark Guevrel Felipe

Represent and Champion the Jumeirah Brand by displaying all Hallmarks and
promoting the business values in all interactions
• Proactively promote all properties and services within the Jumeirah portfolio in a
friendly, professional, and efficient manner upselling where appropriate to
achieve all revenue objectives
• Proactively handle and resolve customer queries and escalations through all
channels which may include telephone and e-mail
• Provide timely, accurate and detailed communication to any customer or partner
regarding any enquiries
• Complete all reservation tasks including reservations, amendments,
cancellations and update in any customer channel, including Group bookings
• Complete reservations check for all reservations made including group bookings
• To effectively manage the process of no-show/cancellation reports
• Ensure compliance with the room reservations quality performance requirements
• Any other duties as may reasonably be requested by the management

Manage large amounts of inbound and outbound calls in a timely manner
• Identify customers’ needs, clarify information, research every issue and provide
solutions and alternatives
• Seize opportunities to upsell products when appropriate
• Build sustainable relationships and engage customer by taking the extra mile
• Keep records of all conversations in the call center database in a comprehensible
way
• Meet personal/team qualitative and quantitative targets

Communicate with customers and address any problems they may have
• Create and maintain a positive work environment for all cashiers
• Supervise and coordinate with cashiers with requests such as price checks and
voids
• Take ownership of customers issues and follow problems through to resolution
• Resolve cash tills when closing, ensuring that the money matches the report and
is stored safely
• Keep accurate records and document customer service queries and complaints
• Analyze and compile accurate reports
• Maintains subsidiary accounts by verifying, allocating, and posting transactions
• Balances subsidiary accounts by reconciling entries
• Maintains historical records by filing documents
• Prepares Sales Target Reports by collecting, analyzing and summarizing of
account information and trends

Answering inquiries regarding telephone, mobile phone and address information
listings across the United States
• Ensure 100% accuracy in answering customer enquiries
• Providing accurate driving directions for major US telecom subscribers

Provides technical support and troubleshooting for DSL subscribers across the
United States
• Ensure compliance with the client’s quality performance requirements
• Proactively handling all queries and escalations through all applicable channels
Proactively promote DSL Internet bundle offers whenever applicable