Summary
Overview
Work History
Education
Skills
Certification
Languages
Work Availability
Accomplishments
Timeline
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Emily Hilario

Antipolo City

Summary

Multi-talented customer service professional looking to take on new challenges. Adept at operating in fast-paced environments and maintaining calm in challenging situations. With 6 years' BPO experience, I'm confident that I will be a great addition to your company.


Professional hospitality expert with strong background in managing hotel reservations and guest services. Known for effective communication, problem-solving, and ensuring high guest satisfaction. Skilled in using reservation systems, handling inquiries, and coordinating with teams to deliver seamless guest experiences. Adaptable and dependable, consistently meeting and exceeding expectations in dynamic environments.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Hotel Reservation Specialist

Foundever Philippines
03.2023 - 07.2025
  • Managed hotel reservation systems to ensure accurate booking and guest information.
  • Coordinated with cross-functional teams to resolve customer inquiries and issues efficiently.
  • Developed standardized procedures for processing reservations and confirmations.
  • Maintained detailed records of guest preferences to enhance personalized service delivery.
  • Assisted in training new associates on customer service protocols and systems.
  • Enhanced customer loyalty by delivering personalized recommendations for room types, packages, and amenities.

Customer Service Associate

Sutherland Global Services Philippines Inc.
04.2019 - 01.2023
  • Provided excellent customer support and guidance while dealing with complex complaints, offering an empathetic approach to maintain loyal customer relationships.
  • Resolved customer queries over phone and by email.
  • Handled confidential and sensitive data with discretion, reducing risk of fraud and theft.
  • Delivered exceptional customer service by promptly addressing inquiries and resolving issues.


Cashier

Jollibee
06.2018 - 02.2019
  • Maintained clean, tidy and organized checkout areas.
  • Assessed customer needs through clear communication, anticipating and responding appropriately to queries.
  • Packed purchased items properly to prevent damage to delicate products.
  • Reconciled POS system reports to identify and correct cash-handling errors and reduce discrepancies.
  • Completed opening and closing procedures, verifying proper cash-on-hand amounts and allocating resources.
  • Processed payments by cash, cheque, or card to complete transactions.

Education

Bachelor of Science - Accountancy

Abe International College of Business And Accountancy
Cainta, RIZ
03-2019

High School Diploma -

Summoroy Agro-Industrial School
Palapag, Northern Samar
03-2014

Skills

  • Customer query management
  • Live chat management
  • Phone system adept
  • Flexibility
  • Patience and composure
  • Guest relations
  • Reservation software
  • Upselling strategies
  • Hotel industry experience
  • Language proficiency
  • Customer service
  • Problem-solving skills
  • Time management
  • Multitasking Abilities

Certification

  • Certificate of Appreciation - 1st Quarter Top 1 Agent, Foundever Philippines - August 8, 2024
  • Certificate of Appreciation - Top 1 Agent of January, February & March, Foundever Philippines - March 21, 2024

Languages

English
Advanced (C1)

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments

  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.

Timeline

Hotel Reservation Specialist

Foundever Philippines
03.2023 - 07.2025

Customer Service Associate

Sutherland Global Services Philippines Inc.
04.2019 - 01.2023

Cashier

Jollibee
06.2018 - 02.2019

Bachelor of Science - Accountancy

Abe International College of Business And Accountancy

High School Diploma -

Summoroy Agro-Industrial School

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Emily Hilario