Ivan Jerom Napigkit

Boosted customer satisfaction by addressing inquiries promptly and resolving issues effectively.

• Streamlined operations by implementing efficient workflow processes and procedures.
• Conducted staff meetings twice a week to foster open communication, teamwork, and feedback exchange among team members.
• Evaluated employee performance regularly, offering constructive feedback while recognizing outstanding achievements as appropriate.
• Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates, and facilitate open communication.
• Mentored new hires, guiding them through their roles while providing ongoing support for professional growth opportunities.

• Coordinated schedules and timelines for hiking and city tour events.
• Improved overall guest satisfaction by implementing responsive customer service practices throughout the planning stages and during events themselves.
• Coordinated logistics for events including transportation services, and accommodations for guests.
• Monitored post-event feedback from participants/joiners to identify areas of improvement and implemented changes accordingly in future plans.
• Demonstrated adaptability in handling unforeseen challenges, ensuring events proceeded smoothly despite unexpected obstacles.

• Mentored and coached team members on QA topics and strategies.
• Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
• Fixed identified issues to improve workflows.
• Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.

• Handled customer inquiries and suggestions courteously and professionally.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.