HAYDEE KIETH SOLLANO DANIAC
Customer Advisor
NAIA Sunvalley Pasay City
Summary
OFFICE STAFF PERSONAL STRENGHT: Resourceful Customer Advisor with strong business background and proven client service expertise. Strong customer focus, superb communications skills and friendly Customer Advisor. I have been in Customer Service industry for 14 years. Talented multitasker with good prioritization, planning and conflict resolution skills. Flexible and attentive with passion for customer support. I can easily cope to changes.
Overview
14
14
years of professional experience
13
13
years of post-secondary education
1
1
Certification
Work History
Customer Advisor
SECURITY BANK CORPORATION
Paranaque City
03.2017 - Current
- Navigated extensive company knowledge base to obtain appropriate solutions for customer service issues.
- Answered customer service inquiries via telephone, email and chat platform to address customer needs and promote optimum outcomes.
- Documented customer interactions in internal database to maintain complete customer service history.
- Engaged in consultative sales, cross-selling and up-selling activities to align customer needs with business offerings.
- Resolved customer issues to enable mutually beneficial outcomes and encourage continued cooperation.
- Researched and resolved account and service problems with friendly, knowledgeable support.
- Listened to customers in actively to assess issues and provide accurate information.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Assisted customers with product selection and troubleshooting, providing accurate information and guidance to foster satisfaction.
- Developed comprehensive training materials and conducted training sessions for customer service agents.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Monitored customer service performance to enforce quality and accuracy standards.
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Collaborated with cross-functional teams to provide timely and accurate responses to customer inquiries.
- Developed and implemented strategies to improve customer service experience, resulting in increased satisfaction.
Cashier/ Staff
YELLOWCAB FOOD CORP
Makati City
03.2011 - 02.2017
- Welcomed customers and helped determine their needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Addressed customer needs and made product recommendations to increase sales.
- Greeted customers entering store and responded promptly to customer needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Answered questions about store policies and addressed customer concerns.
- Restocked and organized merchandise in front lanes.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Built relationships with customers to encourage repeat business.
- Upsold additional products and services to customers, increasing revenue.
- Assisted customers with returns, refunds and resolving transaction issues.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Worked with floor team and managers to meet wide range of customer needs.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Processed refunds and exchanges in accordance with company policy.
- Handled cash with high accuracy and took care to check bills for fraud.
- Used POS system to enter orders, process payments and issue receipts.
- Learned duties for various positions and provided backup at key times.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Monitored self-checkout systems and provided help in resolving complex problems.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
Cashier/Front of House Staff
SHAKEYS Food Corp.
Paranaque City
02.2010 - 02.2011
- Staff (Boh & Foh
- Worked closely with shift manager to solve problems and handle customer concerns.
- Addressed customer needs and made product recommendations to increase sales.
- Restocked and organized merchandise in front lanes.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Welcomed customers and helped determine their needs.
- Greeted customers entering store and responded promptly to customer needs.
- Answered questions about store policies and addressed customer concerns.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Upsold additional products and services to customers, increasing revenue.
- Built relationships with customers to encourage repeat business.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with returns, refunds and resolving transaction issues.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Performed cash, card and check transactions to complete customer purchases.
- Processed refunds and exchanges in accordance with company policy.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Handled cash with high accuracy and took care to check bills for fraud.
- Used POS system to enter orders, process payments and issue receipts.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Helped customers navigate applications and in-store technology to deliver best-in-class experiences.
- Operated cash register to record transactions accurately and efficiently.
- Worked with floor team and managers to meet wide range of customer needs.
Service Crew / Cashier
JOLLIBEE Food Corp.
Paay City
05.2009 - 09.2009
- Welcomed customers and helped determine their needs.
- Greeted customers entering store and responded promptly to customer needs.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Addressed customer needs and made product recommendations to increase sales.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Upsold additional products and services to customers, increasing revenue.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Used POS system to enter orders, process payments and issue receipts.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Operated cash register to record transactions accurately and efficiently.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Handled cash with high accuracy and took care to check bills for fraud.
- Worked with floor team and managers to meet wide range of customer needs.
Education
Bachelor of Science - Marketing Management
10.2012 - 03.2016
Bachelor Of Science - Chemical Engineering
06.2008 - 10.2008
Secondary School -
06.2004 - 04.2008
Grade School -
06.2000 - 04.2004
Grade School -
06.1998 - 04.2000
Skills
Documentation coordination
Service-oriented mindset
Data entry skills
[Industry] knowledge
Customer Service
Account management
Training development aptitude
Staff education and training
Strategic sales knowledge
Service standard compliance
CRM
Complaint resolution
Rhetorical communication
Order fulfillment
Sales expertise
Certification
Certified UITF Sales Person [Trust Officers Association of the Philippines]
Timeline
Customer Advisor - SECURITY BANK CORPORATION
03.2017 - Current
LA CONCORDIA Immaculada College - Bachelor of Science, Marketing Management
10.2012 - 03.2016
Cashier/ Staff - YELLOWCAB FOOD CORP
03.2011 - 02.2017
Cashier/Front of House Staff - SHAKEYS Food Corp.
02.2010 - 02.2011
Service Crew / Cashier - JOLLIBEE Food Corp.
05.2009 - 09.2009
ADAMSON UNIVERSITY - Bachelor Of Science, Chemical Engineering
06.2008 - 10.2008
Paranaque National High School - Secondary School,
06.2004 - 04.2008
Rivera Village Elementary School - Grade School,
06.2000 - 04.2004
Col. E. De Leon Elementary School - Grade School,
06.1998 - 04.2000