Jessa Mae Angela Pinohermoso
Taguig City
Summary
Leveraged effective listening and communication to resolve escalated issues, achieving significant service improvements. Skilled in incident investigation and fostering a culture of continuous improvement, consistently enhancing client engagement and service delivery standards.
Overview
12
12
years of professional experience
Work History
Service Delivery Manager
Infosys Bpm Ltd.
09.2015 - Current
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Addressed client concerns efficiently, resulting in improved service standards.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
Reservation Specialist
Interglobe Technologies
09.2014 - 01.2015
- 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.
Receptionist Coordinator
City Garden Hotel
07.2013 - 01.2014
- Enhanced customer satisfaction by efficiently managing a high volume of incoming calls and greeting clients in a professional manner.
- Supported new employee onboarding by providing training, guidance, and resources to help them acclimate to their roles.
- Managed confidential information with discretion while processing sensitive documents such as employment applications or financial records.
- Expedited problem resolution for dissatisfied customers by escalating concerns to appropriate managers or supervisors when necessary.
Education
Bachelor In Hospitality Management - Hotel, And Restaurant Management
Global City Innovative College
BGC, Taguig City10.2013
Skills
- Incident investigation
- Customer satisfaction
- Customer engagement
- Client needs assessments
- Client relationship management
- Workload management
- Service order flow
- Billing & invoicing
- Effective listening and communication
- Customer service
- Verbal and written communication
Timeline
Service Delivery Manager
Infosys Bpm Ltd.
09.2015 - Current
Reservation Specialist
Interglobe Technologies
09.2014 - 01.2015
Receptionist Coordinator
City Garden Hotel
07.2013 - 01.2014
Bachelor In Hospitality Management - Hotel, And Restaurant Management
Global City Innovative College
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