Carl John Molina
Quezon City, Metro Manila
Summary
- Proven track record in enhancing customer loyalty and satisfaction, demonstrated during tenure at Alorica. Expert in customer service and Microsoft Excel, adept at resolving conflicts with empathy and efficiency. Achieved significant reductions in guest complaints at Manila Marriott Hotel through meticulous attention to detail and superior problem-solving abilities.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Alorica
Quezon City
06.2021 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts with 3-4 customer at the same time.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Room Attendant
Manila Marriott Hotel
Pasay City
05.2019 - 02.2020
- Maintained hotel safety standards by adhering to proper procedures for handling chemicals and equipment during cleaning tasks.
- Achieved time management goals by following designated schedules and completing assigned tasks within allotted time frames.
- Responded to guest requests for assistance, toiletries, and personal care items.
- Reduced guest complaints by maintaining a high standard of cleanliness in all assigned rooms.
Education
Bachelor of Science - Hotel And Restaurant Management
University of Caloocan
Caloocan City, Metro Manila, Philippines 05.2019 - 05.2019
Skills
Customer Service
Active Listening
Product Knowledge
Live chat support
Technical Support
Problem-solving abilities
Customer Relationship Management (CRM)
Microsoft Outlook
Microsoft Excel
Microsoft Office Suite
Computer Proficiency
Timeline
Customer Service Representative
Alorica
06.2021 - Current
Room Attendant
Manila Marriott Hotel
05.2019 - 02.2020
Bachelor of Science - Hotel And Restaurant Management
University of Caloocan
05.2019 - 05.2019
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