ALONA ADECER
Tourism Management
Davao City, Province Of Davao Del Sur
Summary
Organized and dependable professional who effectively manages multiple priorities with a positive attitude and supports team goals by taking on additional responsibilities.
Overview
7
7
years of professional experience
Work History
Process Executive- Voice and Retail Customer Support
Cognizant Technology Solutions
12.2022 - 01.2026
- Managed inbound and outbound calls, assisting customers with orders, inquiries, and concerns.
- Monitored delivery performance and promptly resolved escalations to maintain efficiency.
- Maintained detailed records of customer interactions for seamless follow-ups.
- Handled customer complaints professionally, ensured high customer satisfaction, and consistently met daily sales targets.
- Established long-term client relationships through consistent delivery of high-quality products and services.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
Customer Service Rep., Sales Agent, and Customer Support
Global Empire Corporation
11.2020 - 12.2022
- Managed over 100+ calls high-volume calls per day, assisting customers with orders, inquiries, and issue resolution while ensuring customer satisfaction.
- Answered customer inquiries about products, orders, shipping, and returns.
- Provided personalized recommendations on health and wellness products based on customer needs.
- Processed refunds, exchanges, and replacements efficiently.
- Handled customer complaints professionally and resolved issues effectively.
- Assisted customers with website navigation and troubleshooting online orders.
- Maintained accurate records of customer interactions and feedback.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Reservations and Business Travel Services, Sales Agent, and Customer Support
Lapu-Lapu Mandaue Travel and Tour (Philippines)
03.2019 - 10.2020
- Arranged flights, accommodations, and transportation for clients.
- Sourced the best deals to fit clients’ budgets.
- Communicated with partners (e.g., schools, large establishments, VIP clients) to process customer reservations.
- Followed up on customer payments via phone, SMS, and email.
- Assisted call-in customers with questions and orders.
- Increased sales revenue by consistently meeting and exceeding sales targets.
Education
Bachelor of Science - Tourism Management
Don Jose Ecleo Memorial Foundation College Of Science And Technology
Dinagat, Dinagat Islands, Philippines 04.2001 -
Skills
Client engagement
Effective team collaborator
Collaborative team management
Organizational proficiency
Consistently reliable
Strong attention to detail
Timeline
Process Executive- Voice and Retail Customer Support
Cognizant Technology Solutions
12.2022 - 01.2026
Customer Service Rep., Sales Agent, and Customer Support
Global Empire Corporation
11.2020 - 12.2022
Reservations and Business Travel Services, Sales Agent, and Customer Support
Lapu-Lapu Mandaue Travel and Tour (Philippines)
03.2019 - 10.2020
Bachelor of Science - Tourism Management
Don Jose Ecleo Memorial Foundation College Of Science And Technology
04.2001 -