Joey Ann Marie T. Rillera

Compiled and maintained comprehensive location data sets for analytical purposes.

• Enhanced data accuracy by meticulously reviewing and correcting errors in various documents.
• Ensured compliance with company policies by adhering to strict confidentiality measures during data handling.
• Sorted documents and maintained organized filing process.
• Supported colleagues with data management tasks, fostering a collaborative work environment.
• Demonstrated flexibility with changing priorities, adapting quickly to urgent requests or shifts in workload requirements.

• Earned multiple recognitions for exceptional performance.
• Directed a team of 15, emphasizing performance management, behavioral standards, and engagement.
• Led a hybrid team, optimizing workflows between GR and SCM.
• Led employee relations through effective communication, coaching, training, and development.
• Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
• Enhanced team productivity by implementing efficient task delegation and time management strategies.
• Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
• Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
• Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
• Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
• Achieved project deadlines consistently by closely monitoring progress and proactively addressing any potential roadblocks.
• Initiated community outreach programs to enhance company's brand image and social responsibility.
• Established clear performance metrics, enabling transparent evaluation of team progress.

• Led a cross-functional team combining Guest Relations and Senior Case Manager
• Recognized with awards for outstanding quality in guest service.
• Supervised 10-15 representatives, prioritizing their performance, behavior, engagement, and overall well-being.
• Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
• Enhanced team productivity by implementing efficient task delegation and time management strategies.
• Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
• Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
• Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
• Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.

• Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
• Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
• Streamlined communication channels for increased efficiency in project execution and decision-making processes.
• Achieved project deadlines consistently by closely monitoring progress and proactively addressing any potential roadblocks.
• Initiated community outreach programs to enhance company's brand image and social responsibility.
• Streamlined communication within team, ensuring all members were aligned with project goals and timelines.

• Helped specialist achieve work-life balance through time management techniques and prioritization exercises.
• Delivered critical assistance to the team manager, facilitating efficient team performance.
• Conducted regular coaching and feedback sessions to improve team effectiveness and performance.
• Collaborated with fellow coaches to develop innovative approaches for improved outcomes.
• Developed individualized action plans, assisting specialist in achieving their personal and professional goals.
• Fostered a non-judgmental and empathetic atmosphere, enabling specialist to feel comfortable sharing their thoughts, feelings, and experiences.
• Empowered specialist to take ownership of their personal growth journey by teaching self-monitoring techniques and accountability measures.

• Informally mentored case managers answering questions, offering opportunities to shadow and observe and explaining basic information about company procedures.
• Communicated with supervisor regarding issues related to case management, resourcing, service collaboration and development of new resources.
• Served as case coordinator, assuming responsibility for complex, high-volume assignments and guiding endeavors to successful completion.
• Mentored advocates, case managers, interns and volunteers to create positive, productive atmosphere.
• Teamed up with managers and executives to assist in evaluating and improving performance of direct services, contributing to strategic program planning and development.
• Improved team collaboration by establishing clear communication channels and fostering a supportive environment.

• Handled and resolved Level 1 escalations from guests and hotels, adhering to company policies and guidelines.
• Recognized for outstanding performance and awarded for consistently exceeding departmental objectives.
• Participated in company engagement activities to foster relationships and camaraderie.
• Trained new team members in company procedures and best practices, contributing to a consistent guest experience across all shifts.
• Assisted guests with special requests, ensuring memorable stays and increased likelihood of return visits.
• Handled high-pressure situations with professionalism and poise, mitigating potential conflicts before escalation.

• Established a culture of excellence going through regular coaching sessions, fostering an environment conducive to learning and progress.
• Promoted collaboration among team members through effective knowledge sharing practices such as workshops, seminars, or informal discussions.
• Achieved recognition and rewards due to outstanding performance.
• Led the training and development of new luxury IC specialists.
• Delivered constructive feedback and proposals for process modifications and updates.
• Maintained high levels of adherence and productivity, consistently meeting performance benchmarks.

• Championed process improvements within the team to streamline operations and enhance productivity levels.
• Enhanced customer satisfaction by efficiently addressing and resolving guest inquiries via call
• Effectively turned every reservation and inquiry call into a sales conversion.
• Maintained high levels of adherence and productivity.
• Maintained compliance with all company policies and procedures.
• Participated in company engagement initiatives to foster team collaboration.
• Ensured consistent participation in coaching and meeting schedules to stay fully updated on strategies and company focus.
• Suggested process changes and updates to improve company workflows.

• Followed all company policies and procedures to deliver quality work.
• Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
• Converted all inquiry calls into sales, ensuring high conversion rates.
• Encouraged the exchange of best practices to improve team collaboration.
• Utilized feedback and coaching to improve performance.
• Implemented strategies to maintain a balanced work-life environment

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Responded to customer requests for products, services, and company information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Collaborated with team members to develop best practices for consistent customer service delivery.