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Princess Raine Doloog, Sr. Operations Representative (Retail- Bank Voice) Hybrid Setup

Princess Raine Doloog

Sr. Operations Representative (Retail- Bank Voice) Hybrid Setup·Capital One Philippines Support Services Corp.

Philippines

Diploma, STEM SHS Strand

Work experience

Total years of experience: 6 years, 7 months

Sr. Operations Representative (Retail- Bank Voice) Hybrid Setup

July 2025 - Present

Capital One Philippines Support Services Corp.

Las Pinas, Philippines Hybrid

July 2025 - Present

• Demonstrated a high level Functional Knowledge by strictly adhering to complex company policies and
procedures; consistently completed advanced technical assessments to mitigate operational risk.
• Provided expert support for sensitive financial personal banking accounts, ensuring 100% accuracy and date
integrity for high-value transactions.
• Acted as a senior point ofcontact for customers account servicing, utilizing active listening and technical
expertise to resolve escalated issues or coordinate seamless transfer across departments.

Company industry:
Banking

Cruise Representative (Celebrity Cruises)

August 2024 - May 2025

Royal Caribbean Cruises Ltd.

Makati City, Philippines Hybrid

August 2024 - May 2025

• Delivered high-touch customer service by managing complex travel inquires and resolving guest concerns,
ensuring a seamless pre-cruise experience and maintaining high satisfaction ratings.
• Consistently exceeded sales targets by proactively promoting cruise packages, shore excursions, and luxury
upgrades through personalized recommendations and persuasive up-selling.
• Managed end to end booking logistics, including the verification ofinternational documents, invoicing, and
record-keeping to ensure 100% accuracy in guest manifests.

Company industry:
Hospitality & Accomodation

Customer Service Associate (VOICE) Onsite Setup

October 2019 - August 2024

Amazon Operation Services Philippines Inc.

Pasay, Philippines

October 2019 - August 2024

• Efficiently managed high-volume customer concerns, regarding orders and services, maintaining a
professional and relentless focus on resolution within a fast-paced, onsite operational environment.
• Served as a subject matter expert in account security and fraud prevention, protecting sensitive customer data
and identifying suspicious activity to ensure a secure and trustworthy service environment.
• Delivered high-quality support across live chat, email, and ticketing systems, demonstrating the adaptability
and clear communication skills necessary for coordinating with diverse international teams and customers.

Company industry:
Retail & Wholesale

Education

Emilio Aguinaldo College-Cavite

May 2019

May 2019

Diploma, STEM SHS Strand

Philippines

GPA (percentage): 91%

GPA (percentage): 91%

Skills

ADMINISTRATIVE SUPPORT
Intermediate
ADMINISTRATIVE SUPPORT
Intermediate
COMPLEX PROBLEM SOLVING
Intermediate
COMPLEX PROBLEM SOLVING
Intermediate
COMPONENT SERVICES
Intermediate
COMPONENT SERVICES
Intermediate
CUSTOMER INQUIRIES
Intermediate
CUSTOMER INQUIRIES
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE DESK
Intermediate
CUSTOMER SERVICE DESK
Intermediate
EMPATHY
Intermediate
EMPATHY
Intermediate
FRONT OFFICE
Intermediate
FRONT OFFICE
Intermediate
MULTITASKING
Intermediate
MULTITASKING
Intermediate
PATIENCE
Intermediate
PATIENCE
Intermediate
Microsoft Office
Intermediate
Microsoft Office
Intermediate
Administration
Intermediate
Administration
Intermediate
Management
Intermediate
Management
Intermediate

Languages

English

Expert

Filipino

Native Speaker