Jennifer Rondon
Filinvest City Of Alabang, Muntinlupa,RIZ
Summary
Dynamic professional with a proven track record in client relationship management and reservations management, honed at companies like Osome. Excelled in customer experience, boosting client retention and satisfaction. Skilled in conflict resolution and sales upselling, demonstrating significant achievements in enhancing service standards and operational efficiency.
Overview
11
11
years of professional experience
Work History
Client Relations Specialist
Osome
05.2023 - 11.2024
- Developed and nurtured long-term relationships with clients, offering personalized support.
- Managed a diverse portfolio of clients, ensuring their needs were met and expectations exceeded.
- Managed client renewals and subscription upgrades, identifying opportunities for upselling services.
- Collaborated with key departments to review and negotiate client contracts, ensuring competitive pricing and favorable terms.
- Addressed and resolved client complaints with a solution-oriented approach.
- Key Account Management: Oversaw key accounts, focusing on delivering tailored services and ensuring client retention.
- Client Onboarding & Service Reviews: Conducted regular client calls to review contracts, discuss concerns, and explore new service opportunities
Sales Development Representative
Lanturn
11.2021 - 04.2023
- Built and managed accurate sales pipeline to maintain high volume of activity.
- Leveraged LinkedIn, Salesforce, HubSpot, Zoho, Apollo and Snovio to generate leads and identify potential clients. Utilized Crunchbase for in-depth company insights and TechCrunch to stay informed on the latest industry developments.
- Conducted discovery calls, qualified leads using the BANT framework, and closed deals, consistently achieving KPIs and sales targets.
- Client Onboarding & ZAVE Platform Training: Led client onboarding by scheduling presentations and training clients on how to navigate the ZAVE platform, ensuring they understood the system for seamless corporate and accounting services.
- Assisted in training new employees, providing support during their first week by joining calls and offering constructive feedback to improve performance.
Reservations Supervisor Cum Assistant Reservations
Banana Island Resort Doha by Anantara
06.2017 - 11.2021
- Supervised a team of reservation agents, ensuring smooth daily operations, while frequently acting as Assistant Reservations Manager. Played a key role in departmental management, training new staff, and maintaining high service standards.
- Successfully assisted in managing room inventory and rates using OPERA, OTA Distribution systems, and SITEMINDER implementing strategic pricing and upselling techniques that maximized revenue. Effectively communicated stop-sale notices to partnered wholesalers to optimize occupancy.
- Delivered detailed reports from IDEAS to support budgeting and forecasting and updated STR reports, enabling insightful comparisons of the hotel's performance against competitors.
- Designed and implemented a standard training program for IFH audit calls, achieving a 100% IFH score and maintaining an average score of 96%, which ranked the hotel 2nd among competitor sets in Doha.
- Fostered collaboration across multiple departments, including front office, sales, guest services, housekeeping, and in-room dining, ensuring seamless communication and alignment in meeting and exceeding guest expectations.
Reservations Sales Specialist
Park Hyatt Abu Dhabi Hotel and Villas
05.2014 - 06.2017
- Delivered personalized customer service, ensuring an exceptional guest experience at every stage of the reservation process.
- Assisted in managing rates and promo codes, such as "Stay 2 Pay 1," while managing room inventory and effectively coordinating stop-sale notices to wholesalers and OTAs, driving revenue growth.
- Gained extensive operational expertise by cross-training across multiple departments, including events, front office, sales, guest services, housekeeping, and in-room dining, enhancing the ability to deliver a seamless guest experience.
- Played an instrumental role in onboarding new team members and training cross-trainees from other departments, fostering a culture of excellence and collaboration within the reservations team.
- Volunteered for HR initiatives such as sports festivals, charity events, Christmas caroling, and Entrepreneur Day, contributing to team spirit, employee morale, and workplace engagement.
Education
Bachelor of Science - International Hospitality Management
Lyceum of The Philippines University
Intramuros, Metro Manila, Philippines04-2013
Skills
- Client Relationship Management
- Key Account Management
- Client Renewals & Retention
- Customer Experience
- Sales Upselling
- Complaint Management & Problem Resolution
- Problem Solving and Conflict Resolution
- Lead Generation & Prospecting
- Reservations & Revenue Management
- Training & Development
Timeline
Client Relations Specialist
Osome
05.2023 - 11.2024
Sales Development Representative
Lanturn
11.2021 - 04.2023
Reservations Supervisor Cum Assistant Reservations
Banana Island Resort Doha by Anantara
06.2017 - 11.2021
Reservations Sales Specialist
Park Hyatt Abu Dhabi Hotel and Villas
05.2014 - 06.2017
Bachelor of Science - International Hospitality Management
Lyceum of The Philippines University
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