Jenielyn Marcelo Mapua

• Trusted financial professional with experience in providing reliable and forward-thinking financial solutions tailored to clients’ goals and objectives. Skilled in advising clients on suitable financial products and services, assisting with the execution of financial plans through strategic investment allocations, and maintaining long-term client relationships. Proactive in client acquisition through calls, emails, referrals, and social media outreach, while consistently delivering responsive support and personalized assistance whenever needed.

• Experienced sales and account management professional with a strong background in retail operations, team leadership, and business development. Managed end-to-end offline sales operations for the Kids and Baby department, including stores, pop-up events, consignment accounts, and website sales, while consistently ensuring achievement of monthly sales targets and timely submission of sales reports. Skilled in supervising store teams, maintaining strong relationships with retail partners, and promoting a collaborative and disciplined work environment. Adept at delivering excellent customer service, conducting product and sales training, and ensuring teams are well-informed about promotions and product knowledge. Proven ability to implement effective sales strategies, analyze sales performance for growth opportunities, resolve partner concerns efficiently, and collaborate with internal teams to ensure smooth operations and timely product delivery.

• Results-oriented sales and account management professional skilled in building and maintaining strong relationships with retail partners while driving revenue growth through effective sales strategies. Experienced in monitoring sales performance, analyzing market data, and identifying opportunities to improve business results. Proven ability to collaborate with cross-functional teams to ensure smooth operations and timely product delivery. Adept at providing sales training and product support to retail staff and sales teams to enhance performance and customer engagement. Strong problem-solving skills with the ability to resolve partner concerns efficiently while staying informed on industry trends and competitor activities to maintain a competitive advantage.

• Detail-oriented logistics and warehouse professional with experience in coordinating and supervising daily warehouse and delivery operations to ensure safe, smooth, and efficient procedures. Skilled in evaluating delivery reports, verifying sales invoices and customer payments, and managing product returns with proper documentation. Experienced in overseeing warehouse activities including receiving, picking, stock releasing, and route preparation for timely deliveries. Proficient in preparing delivery documents and coordinating with different departments to support operational efficiency and company objectives. Committed to maintaining organized warehouse operations and implementing process improvements that enhance safety, accuracy, and overall productivity.

• Experienced hospitality and operations professional with a strong background in managing the overall operations of lodging establishments, including human resources, housekeeping, security, public relations, food service, sales, and finance. Skilled in ensuring smooth hotel operations while effectively handling guest relations, staff supervision, and operational concerns. Proficient in creating work schedules, recruiting and training employees, and implementing hotel policies and procedures. Knowledgeable in reservation management and front office operations, including room allocation, occupancy forecasting, daily booking reviews, and handling local and hotel reservations through the Champagne system. Experienced in managing online travel agents, coordinating promotions and rate adjustments, and collaborating with revenue management to optimize occupancy and sales performance. Strong customer service and problem-solving abilities with proven experience in resolving guest concerns, monitoring front desk performance, and maintaining strong relationships with commercial clients and travel partners.

• Customer-focused front office professional with experience in guest reception, check-in and check-out procedures, including handling group arrivals and reservations using hotel accounting systems. Skilled in serving as the primary point of contact for guests by efficiently addressing inquiries, resolving complaints, and delivering exceptional hospitality and guest service. Knowledgeable in hotel products, services, pricing, promotional offers, VIP arrangements, and special events. Proven ability to maximize revenue through upselling and marketing initiatives while maintaining a professional and welcoming demeanor. Experienced in managing switchboard operations, reservations, and ensuring a smooth and positive guest experience at all times.

• Guest relations and hospitality professional with experience in managing VIP guest services, room allocations, and personalized guest experiences within hotel operations. Skilled in reviewing guest arrival reports, coordinating closely with housekeeping for room readiness, and overseeing special room assignments and suite occupancies. Experienced in welcoming and assisting VIP guests during check-in, escorting them to their rooms, and ensuring all amenities, welcome letters, and room standards are properly prepared prior to arrival. Adept at handling guest relations responsibilities in the hotel lobby while consistently maintaining a professional demeanor with a strong focus on hospitality, customer satisfaction, and exceptional guest service.

• Customer service and guest support professional with experience in handling high-volume guest communications and service coordination within the hospitality industry. Skilled in answering calls promptly and professionally, accurately entering guest and departmental requests into guest service systems, and monitoring call queues to ensure timely responses. Experienced in dispatching work orders to appropriate departments, tracking completion status, and proactively communicating updates or delays to guests and staff to maintain high satisfaction levels. Knowledgeable in handling wake-up calls, housekeeping requests, engineering concerns, and laundry service coordination including pickup, delivery, pressing, mending, and dry-cleaning requests. Strong problem-solving and communication skills with proven ability to manage guest complaints efficiently while consistently delivering professional and attentive guest service.

Responsible for overseeing the daily operations of the store, ensuring excellent customer service, achieving sales targets, and maintaining efficient store performance. This role involves leading and motivating the sales team, managing inventory, implementing company standards, and creating a positive shopping experience that reflects the brand.