Cherry - Ann Laurecio
Applicant
Quezon City
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
Team Member
Shake Shack - Specialty Food Retailers, Inc.
Mandaluyong
06.2023 - Current
- Manage over 30-50 sales per day.
- Optimized workflows with proactive problem-solving and process improvements that streamlined day-to-day operations.
- Maintained strict adherence to company policies and procedures while sustaining high-quality work standards under pressure.
- Gained recognition for delivering excellent customer service through active listening, empathetic communication, and timely resolution of concerns.
- Exceeded performance goals through diligent task completion, attention to detail, and consistent follow-through.
- Increased customer satisfaction with prompt and accurate responses to inquiries, addressing concerns, and resolving issues.
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Developed strong cooperative relationships with coworkers and managers.
Chat Support Representative
T-Mobile - Alorica Teleservices
Quezon City
11.2020 - 02.2023
- Simultaneously handling and resolving at least 2-4 customers general telecommunication concern in efficient way.
- Upsell products and services relevant to customer's lifestyle.
- Process forms, orders, application, and payments based on customer's need.
- Identify and resolve customer complaints using applicable software tools and procedure.
- Research required information using available resources.
- Demonstrated flexibility in adjusting work hours or assisting with additional tasks during peak periods, contributing to overall team success
- Achieved high levels of customer satisfaction by consistently meeting or exceeding response time targets
- Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics
- Monitored customer conversations and provided timely, knowledgeable assistance
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management
- Educated customers about billing, payment processing and support policies and procedures
Front Desk Officer
Valeroso Ralle On Tour Travel And Tours
Panglao, Bohol
04.2017 - 04.2018
- Organized guest transportation requests smoothly, coordinating with hotel drivers or external companies to meet guest needs promptly.
- Contributed to business growth by upselling available services such as spa treatments or room upgrades when appropriate.
- Provided personalized recommendations for local attractions, restaurants, and activities based on guest preferences.
- Handled phone calls effectively, routing them to relevant departments or taking messages as needed.
Education
Bachelor of Science - Hotel And Restaurant Management
De La Salle Araneta University
Malabon City 05.2015 - 04.2020
Skills
Complaint resolution
undefinedTimeline
Team Member
Shake Shack - Specialty Food Retailers, Inc.
06.2023 - Current
Chat Support Representative
T-Mobile - Alorica Teleservices
11.2020 - 02.2023
Front Desk Officer
Valeroso Ralle On Tour Travel And Tours
04.2017 - 04.2018
Bachelor of Science - Hotel And Restaurant Management
De La Salle Araneta University
05.2015 - 04.2020
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