Ferneil Brian Monares
Cebu City, Province of Cebu,CEB
Summary
Adept at managing high-stress situations and excelling in customer service, I leveraged my active listening skills and proficiency in reservation software to enhance client satisfaction at Travel Outlook. My background includes streamlining booking processes and significantly reducing data-entry errors, demonstrating a blend of technical savvy and empathetic communication.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
7
7
years of professional experience
Work History
Reservation Specialist
Travel Outlook
02.2024 - Current
- Managed high call volumes while maintaining a professional demeanor and accurate recordkeeping.
- Provided exceptional customer service throughout the entire booking process, leading to positive reviews and referrals.
- Ensured accurate client information was entered into the reservation system quickly and error-free, reducing data-entry mistakes.
- Supported marketing efforts by promoting special offers or packages during the booking process.
HR Assistant
EXL
08.2022 - 01.2024
- Documented human resources records and maintained confidentiality of sensitive personal information.
- Responded to inquiries by answering telephone calls, in-person questions and emails.
- Updated Human Resources Information System (HRIS) database, maintained data accuracy and assisted with system changes.
- Maintained office supplies, distributed mail and processed invoices for payment.
- Managed benefits administration, ensuring accurate enrollment and providing helpful resources for employees.
Customer Service Representative
FluidFreeride
03.2020 - 07.2022
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
Concentrix
10.2017 - 01.2020
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Bachelor of Science - Electrical Engineering
University Of The Visayas
Cebu City, Philippines10-2020
Skills
- Customer service experience
- Active listening skills
- Reservation software
- Computer literate
- Administrative experience
- Hotel operations management
- Travel bookings
- Hotel accomodations
- Customer reservations
- Quick Thinking
Timeline
Reservation Specialist
Travel Outlook
02.2024 - Current
HR Assistant
EXL
08.2022 - 01.2024
Customer Service Representative
FluidFreeride
03.2020 - 07.2022
Customer Service Representative
Concentrix
10.2017 - 01.2020
Bachelor of Science - Electrical Engineering
University Of The Visayas
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