Secretary
Atheer Flowers
Total years of experience :18 years, 9 Months
InterContinental Hotels Group
Makati City
August 2009-Present
CSR/Account Manager
Priority Club Rewards
Hotel Reservations
Description of duties: Establishes guest reservations by obtaining guest requirements, information, and proof of payment; maintaining reservations system and database.
* Evaluates and screens guest requirements by answering inquiries; responding to or interviewing potential guests; providing information regarding rooms, accommodations, rates, amenities, packages, and guest services.
* Sells services by providing information regarding upgraded rooms, or optional accommodations, packages, amenities, and services.
* Establishes reservations by obtaining and entering guest information in reservations system; obtaining proof of payment information.
* Confirms reservations by reviewing information.
* Maintains communication equipment by reporting problems.
* Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
* Updates job knowledge by studying new promotions/offers, features and amenities; participating in educational opportunities.
* Enhances reservations and hotel reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
*Updates member's account and enroll them through PCR, registered the member to the latest promotions and provide excellent service.
Skills
Documentation Skills, Listening, Phone Skills, Verbal Communication, Data Entry Skills, Customer Focus, Customer Service, People Skills, Professionalism, Attention to Detail, Sales Skills.
West Contact Services Incorporated
August 2005 - August 2009
Customer Service Representative / Call Center Agent
Makati City
Accounts Handled are the following:
❖ Direct Response
❖ Sears Account
❖ Chase Manhattan Bank
❖ First National Bank of Omaha
❖ Citibank
Description of duties:
Dealing with customers through phone, providing an excellent and high quality of customer service to the callers all the time. Assisting them with their needs and giving accurate information on the products that we are selling to them. Under financial accounts, we are assisting customers with their credit card applications over the phone.
*Answer inbound calls as well as assist customers who have specific inquiries
*Build customer's interest in the services and products offered by the company
*Provide personalized customer service of the highest level
*Update the existing databases with changes and the status of each customer/prospective customer
*Arrange for the dispatch of products, information packages, etc. to clients and other interested parties
Skills
*Pleasant and friendly mannerism
*Basic computer knowledge/technological skills
*Good verbal and oral communication skills- fast and correct typing, be able to quickly recognize signals of a disgruntled customer and be able to respond without getting angry
*Ability to comprehend, capture as well as interpret basic customer information
*Ability to treat people with respect under all circumstances, instill trust in others besides upholding the values of the organization
*Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.
*Punctuality
*Analyze the various parts of a problem properly and develop logical solutions.
*Ability to make efficient use of resources
*Good social skills
*A sound knowledge of telephone etiquette
Degree: Bachelor of Arts Major in Communication Tertiary: Sacred Heart College 2001-2005 1 Merchant St Lucena City
Secondary: Sacred Heart College 1997-2001 1 Merchant St Lucena City
Primary: Sacred Heart College 1990-1997 1 Merchant St. Lucena City