Jocelyn V. Reyes
Carmona
Summary
Results-driven professional with significant expertise in client management and contract negotiation. Possesses track record of securing favorable agreements and streamlining processes. Known for fostering team collaboration and maintaining flexibility to meet evolving demands.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Guest Communication Agent
AirKeeper Accommodation
02.2024 - Current
- Accepts incoming call from the guest
- Outbound call - if there's need to update the guest, follow ups
- OTA handling (Airbnb, booking.com, homeaway)
- Reply to all email inquiry from the guest
- Checking and monitoring calendars to make sure that there's no double booking
- Making sure that reservations are fully paid
- If not, send follow up to the guest
- Making sure that pre arrival details has been sent out to the guest prior to check in
- Coordinates with the cleaner to make sure that property are guest ready to avoid possible guest complaints
- Reply to guest reviews and address all negative feedback from the guest
- Coordinates with the property owner with regards to any property related concern
- Knowledge in using Guesty, Homhero & RMS
Virtual Assistant
Holiday Rental Specialist
02.2022 - 02.2024
- In charge of the admin department
- Handling onboarding/off boarding of all properties being handled by the Holiday Rental Specialist
- Handling OTA's onboarding (Airbnb, booking.com & homeaway)
- Handling OTA's guest communication, booking management, customer support and listing updates
- Updating company website using WordPress
- Coordinates with onshore team if there's an urgent task that needs to be done
- Respond to guest queries
- Calendar management
- Send information, such as house rules, check-in instructions, and research information about the area, prior to arrival
- Send welcome messages to guests
- Manage bookings
- Bookkeeping & accounting
- Updating and streamlining various processes
- Schedule room cleanings, maintenance, repairs, laundry services, etc
- Set up predefined responses to frequently asked questions
- Write compelling content to help your listings stand out
Operations Supervisor
Teletech Customer Care Management
06.2017 - 02.2022
- Preparing reports and analyzing data to assist management as they determine goals
- Delivering KPI's such as Customer Satisfaction/Net Promoter Score and Average Handling Time
- Handled Telecommunication account
- Provides guidance and instruction to at least 18 associates
- Coaches' members on achieving goals and developing necessary skills that get results
Support Group Lead/Quality Lead
Teletech Customer Care Management
06.2017 - 02.2022
- Responsible for managing support group consists of Quality Assurance Specialists, Subject Matter Experts, Intern Trainers, Intern Team Leaders, and Intern Real Time Analysts
- Ensuring correct ratio allocation of support group in all lines of business
- Involves in Weekly/Monthly/Quarterly performance review session with the onshore client and provides deep dive analytics per KPI with set actions
- Facilitating daily call quality evaluation and calibration with the onshore clients
- Setting per performance and deadlines in ways that comply with company's' plans and vision
- Maintain business communication connections between Australian external stakeholders and the company in line with the directives and standards of the clientele to support Operations' goal
- Provides training insights from new hire performance on what areas that need to highlight during classroom training
- Responsible for training certifications and support allocation
- Collaborating and proposing collated data for process gaps to process improvement team for continues improvement
Recruitment Background
Teletech Customer Care Management
06.2017 - 02.2022
- Conducting initial interview until operations validation for endorsement to training team
- Consolidating feedback and insights to improve recruitment process
Education
Bachelor of Arts - Mass Communication
Far Eastern University
Skills
- Advance knowledge in computer software
- Microsoft Office
- Excellent communications skills
- Data Entry
Certification
I hereby certify that the above information is true and correct to the best of my knowledge and abilities.
Personal Information
- Date of Birth: 09/05/74
- Gender: Female
- Marital Status: Single
Education Background - Tertiary
Far Eastern University - Manila, Bachelor of Arts Major in Mass Communication
Timeline
Guest Communication Agent
AirKeeper Accommodation
02.2024 - Current
Virtual Assistant
Holiday Rental Specialist
02.2022 - 02.2024
Operations Supervisor
Teletech Customer Care Management
06.2017 - 02.2022
Support Group Lead/Quality Lead
Teletech Customer Care Management
06.2017 - 02.2022
Recruitment Background
Teletech Customer Care Management
06.2017 - 02.2022
Bachelor of Arts - Mass Communication
Far Eastern University
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