Lourina Gene Paet
Service Quality Specialist II
Quezon City
Summary
Dynamic Service Quality Specialist II with expertise in data analytics and project management. Achieved significant improvements in team efficiency through targeted training and compliance adherence. Renowned for empathetic customer resolution and stakeholder management, fostering loyalty and enhancing satisfaction in high-pressure environments. Launched two high-impacting projects that are now in BAU.
Overview
12
12
years of professional experience
3
3
Certifications
Work History
Service Quality Specialist II
Global Quality, ANZ Safety Urgent
Taguig city
06.2022 - Current
- Maintained up-to-date knowledge on relevant regulations within supported LOB, ensuring company practices remained compliant at all times.
- Conducted detailed root cause analyses following any non-conformance events, leading to swift identification and mitigation of potential risks.
- Enhanced team performance through regular training sessions and knowledge sharing, resulting in an increase in overall efficiency.
- Lead a team to create and launch a project to help ANZ safety agent L3/L4 customer support agents by , providing coaching, mentorship, and performance management to ensure high levels of customer satisfaction and compliance with company policies.
- Utilized data analytics tools to track and monitor key performance indicators (KPIs), identifying areas for improvement and making recommendations for process changes to improve operational efficiency.
Senior Community Speciailist
ANZ Uber Direct
10.2021 - 06.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed daily operations in a fast-paced contact center environment, ensuring all employees adhered to operational standards and compliance guidelines.
- Provided regular performance feedback and conducted one-on-one meetings to support individual career growth and development.
Community Specialist I
UBER MNL COE
01.2019 - 10.2021
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Senior ESL Teacher
51talk Philippines, Ph Team
03.2015 - 12.2021
- Educated students in basics of English grammar and conversational speaking.
- Created and delivered engaging lesson plans to accommodate different learning styles.
- Developed and taught ESL curriculum to improve students' conversational abilities.
- Supported language development for non-native speakers by providing one-on-one tutoring sessions tailored to individual needs.
Escalation Specialist
Hotels.com
01.2014 - 02.2015
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Championed a customer-centric approach within the escalation team, consistently advocating for clients'' best interests and satisfaction.
- Reduced case resolution time by closely monitoring progress and following up with relevant parties as needed.
- Provided expert guidance to colleagues on resolving high-priority cases, sharing knowledge and expertise across the team.
Hotel Reservation Specialist
Hotels.com
01.2013 - 01.2014
- Contributed to the development of promotional campaigns by providing valuable insights on guest preferences and booking trends.
- Enhanced customer loyalty by delivering personalized recommendations for room types, packages, and amenities.
- Updated room availability in real time, optimizing occupancy rates and maximizing revenue potential.
- Streamlined booking processes for improved efficiency, handling high volumes of calls and online bookings.
Education
Bachelor of Science - Hotel And Restaurant Management
Our Lady of Fatima University
Largo, Quezon City 04.2001 -
Skills
Proficiency in Google Suite
undefinedCertification
Ask Questions to Make Data-Driven Decisions
Timeline
Ask Questions to Make Data-Driven Decisions
04-2023
Foundations : Data, Data, Everywhere
02-2023
Service Quality Specialist II
Global Quality, ANZ Safety Urgent
06.2022 - Current
Senior Community Speciailist
ANZ Uber Direct
10.2021 - 06.2022
Community Specialist I
UBER MNL COE
01.2019 - 10.2021
Senior ESL Teacher
51talk Philippines, Ph Team
03.2015 - 12.2021
Escalation Specialist
Hotels.com
01.2014 - 02.2015
Hotel Reservation Specialist
Hotels.com
01.2013 - 01.2014
Bachelor of Science - Hotel And Restaurant Management
Our Lady of Fatima University
04.2001 -
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