JOY CARRETERO
Customer Service Representative
Malabon City
Summary
In my customer service experience, I have handled a variety of responsibilities including responding to customer inquiries, managing complaints, processing orders, and providing accurate information about products and services. I am skilled in active listening, which helps me understand customer needs quickly and offer appropriate solutions. I remain calm and professional under pressure, ensuring that every customer interaction is handled with patience and respect. I am also experienced in working in fast-paced environments, where multitasking and time management are essential. My ability to adapt to different situations and maintain a positive attitude allows me to consistently deliver high-quality service. I am committed to creating a welcoming and supportive experience for every customer while contributing to the overall success of the team.
Overview
15
15
years of professional experience
Work History
Assistant Waiter
Royal Caribbean International
2025.01 - 2025.11
- Greeted guests warmly upon arrival, guiding them to available tables or waiting areas when necessary.
- Enhanced customer satisfaction by providing attentive and friendly service during their dining experience.
- Maintained a clean and organized dining area for an enjoyable guest experience.
- Addressed customer concerns quickly and effectively, resolving issues to maintain positive relationships.
- Assisted waitstaff in taking and delivering accurate food and beverage orders, ensuring prompt service.
- Helped maintain inventory levels by restocking supplies as needed throughout the shift.
- Managed multiple tables simultaneously, prioritizing tasks to meet all customer needs efficiently.
- Participated in team meetings to discuss menu changes, share feedback, and improve overall service quality.
- Participated in ongoing training programs to increase knowledge of industry best practices and enhance overall service skills.
- Developed strong rapport with regular customers, fostering loyalty and repeat business.
- Stayed knowledgeable about current menu offerings and daily specials, making informed recommendations to guests based on preferences or dietary restrictions.
- Contributed to increased efficiency by streamlining communication between front-of-house and back-of-house staff members.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Answered customers' questions, recommended items, and recorded order information.
- Processed orders and sent to kitchen employees for preparation.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
Head Steward
AIDA Cruiseline (German Company) | Magsaysay Maritime Corp
2023.05 - 2024.07
- Promoted accident prevention through proper and acceptable levels of sanitation and cleanliness of kitchen.
- Established a culture of teamwork among stewards by encouraging collaboration on projects or tasks requiring multiple hands-on deck contributions from each member of the team.
- Trained new steward staff, ensuring they were well-equipped with the necessary skills and knowledge to excel in their roles.
- Maintained cleanliness standards throughout all dining areas by implementing sanitation procedures and training staff on best practices.
- Improved communication within the team through regular meetings and briefings, fostering a positive work environment.
- Assisted with menu development alongside kitchen staff members ensuring seamless integration between front-of-house and back-of-house operations.
- Addressed guest concerns promptly, resolving issues professionally and efficiently to maintain overall satisfaction levels.
- Coordinated special event set-up and breakdowns, guaranteeing smooth transitions between functions.
- Collaborated with executive chefs to develop menus that catered to diverse guest preferences, contributing to an enhanced dining experience.
- Helped team meet expected demands by restocking work areas throughout restaurant such as server stations, salad bars, and supply cupboards.
- Accepted opportunities to learn new skills, improve performance and cross-train for other positions.
- Greeted guests and asked open-ended questions to help determine needs and offer options.
- Processed information quickly to take immediate action during unexpected or serious situations.
- Maintained and completed administrative records and documents to meet company requirements.
Assistant F&B Steward
AIDA Cruiseline (German Company) | Magsaysay Maritime Corp
2022.06 - 2023.02
- Streamlined communication between front-of-house and back-of-house teams, minimizing delays in order processing.
- Maintained assigned work station in safe and sanitary condition with continuous cleaning.
- Handled glassware and dishware to eliminate breakage.
- Established rapport with regular patrons through attentive service and genuine engagement, encouraging repeat business.
- Enhanced customer satisfaction by providing attentive service and promptly addressing concerns.
- Resolved customer complaints professionally and efficiently, demonstrating empathy while preventing further escalation of issues.
- Used chemicals in correct quantities to maximize safety and cost control.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Sorted and rinsed dirty dishes, glasses and utensils prior to washing.
- Helped team meet expected demands by restocking work areas throughout restaurant such as server stations, salad bars, and supply cupboards.
- Troubleshot equipment malfunctions and completed minor repairs to keep equipment functioning.
Waitress
Kimpura Japanese Restaurant
2018.06 - 2021.07
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Collaborated with team members to consistently provide efficient service during peak hours.
- Enhanced customer satisfaction by providing attentive service and promptly addressing any concerns.
- Built rapport with regular customers through friendly interactions and attentiveness to their preferences.
- Demonstrated adaptability by quickly learning new menu items and incorporating them into knowledgeable recommendations for guests.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Increased sales significantly by upselling higher-end products to customers.
- Checked guests' identification before serving alcoholic beverages.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Answered customers' questions, recommended items, and recorded order information.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
Telesales
Curo Teknika Inc
2017.07 - 2017.12
- Assisted in the training of new hires, sharing knowledge on company products, services, and telesales best practices.
- Established rapport with prospects quickly, fostering trust and credibility in the telesales process.
- Assisted in training new hires, sharing best practices for successful telesales marketing campaigns.
- Assisted in onboarding new Telesales Specialists, providing guidance on best practices for successful outcomes.
- Provided ongoing feedback and constructive criticism, fostering a culture of continuous learning and growth within the telesales team.
- Boosted sales revenue by implementing effective telesales strategies and techniques.
- Streamlined telesales processes for increased efficiency and higher call volume management.
- Developed scripts for various products and services, ensuring consistency in messaging across all telesales efforts.
- Boosted sales revenue by consistently meeting and exceeding daily, weekly, and monthly targets with efficient telesales strategies.
- Enhanced overall telesales performance by regularly evaluating and refining call scripts, techniques, and strategies.
- Supported new team members in adapting to company processes quickly, serving as a mentor for best practices in telesales operations.
- Conducted post-sales follow-ups to gather valuable feedback for continuous improvement of telesales approach.
- Increased sales revenue by developing and implementing targeted telesales strategies.
- Prospected and secured new business through telesales and relationship building.
- Recognized as a top-performing Telesales Specialist within the team due to consistent achievement of quotas and objectives.
- Increased customer satisfaction by implementing effective telesales strategies and providing exceptional customer service.
Kapamilya Care Specialist
Iconnect Convergence
2016.06 - 2017.02
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Collaborated with interdisciplinary teams to develop comprehensive care strategies for optimal patient outcomes.
- Maintained compliance with all regulations pertaining to confidentiality, privacy, and documentation requirements within the caregiving profession.
- Coordinated with various departments to resolve technical and operational issues.
- Managed customer inquiries for all products and services.
- Conducted thorough assessments, identifying changes in patients'' conditions and adjusting care plans accordingly.
- Enhanced patient care by implementing individualized care plans and closely monitoring progress.
- Successfully managed challenging behavioral situations by utilizing de-escalation techniques rooted in empathy.
- Monitored customer care goals and developed improvements.
- Developed strong relationships with family members through regular updates on their loved ones' status during their time under my care.
Receptionist/Waitress
King Chef Restaurant
2013.04 - 2014.10
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Answered central telephone system and directed calls accordingly.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
- Reduced waiting times for visitors by implementing more efficient check-in process.
- Answered customers' questions, recommended items, and recorded order information.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
Room Attendant/Linen
Jammas Inc
2012.03 - 2012.12
- Maintained hotel safety standards by adhering to proper procedures for handling chemicals and equipment during cleaning tasks.
- Achieved time management goals by following designated schedules and completing assigned tasks within allotted time frames.
- Contributed to team efforts in meeting occupancy goals through efficient room preparation and availability.
- Improved guest satisfaction by ensuring all rooms met hotel's strict cleanliness and presentation standards.
- Increased guest satisfaction, promptly responded to requests for extra towels, pillows, and other amenities.
- Contributed to positive guest feedback with attention to detail in arranging room amenities and supplies.
- Improved cleaning efficacy, utilized eco-friendly and effective cleaning agents.
- Upheld hotel's high cleanliness standards, conducted deep cleaning tasks as scheduled.
Food Attendant/Waitress
Sbarro Italian Restaurant
2011.05 - 2011.07
- Maintained a clean and organized work environment for optimal food preparation and safety standards.
- Implemented proper food storage techniques for maximum freshness and minimal waste.
- Assisted with meal prep, making and serving items such as salads, in-house dressings and specialty drinks.
- Participated in ongoing training sessions to stay informed about industry trends, best practices, and new menu offerings for continuous improvement in job performance.
- Adhered closely to food safety standards and restaurant sanitation regulations.
- Prepared salads, soups and sandwiches for customers.
- Kept pastry and dessert case stocked with fresh selections and arranged to entice orders.
Education
Associate - Hotel And Restaurant Management
Our Lady of Fatima University
2011-01
Skills
Customer service focus
Team player mentality
Strong multitasking
Adaptability under pressure
Quick decision making
Patience and empathy
Food safety
Guest relations management
Customer service
Time management
Guest relations
Order taking
Decision-making
Effective customer upselling
Check payment processing
POS operation
Dining customer service
Menu item recommendation
Timeline
Assistant Waiter
Royal Caribbean International
2025.01 - 2025.11
Head Steward
AIDA Cruiseline (German Company) | Magsaysay Maritime Corp
2023.05 - 2024.07
Assistant F&B Steward
AIDA Cruiseline (German Company) | Magsaysay Maritime Corp
2022.06 - 2023.02
Waitress
Kimpura Japanese Restaurant
2018.06 - 2021.07
Telesales
Curo Teknika Inc
2017.07 - 2017.12
Kapamilya Care Specialist
Iconnect Convergence
2016.06 - 2017.02
Receptionist/Waitress
King Chef Restaurant
2013.04 - 2014.10
Room Attendant/Linen
Jammas Inc
2012.03 - 2012.12
Food Attendant/Waitress
Sbarro Italian Restaurant
2011.05 - 2011.07
Associate - Hotel And Restaurant Management
Our Lady of Fatima University