Ma. Carla Checa-Arbasto
Pasay City
Summary
Strong leader and problem-solver dedicated to promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Motivated professional well-versed in building productive relationships, resolving complex issues, and winning customer loyalty. Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Shift Manager
Confidential
07.2023 - Current
- Kept employees operating productively and working on task to meet business and customer needs.
- Exercised composure under pressure and in escalated customer service scenarios.
- Trained and mentored new employees to maximize team performance.
- Coordinated staff schedules, rotations and breaks.
- Checked on staff regularly and adjusted workflows, assignments and schedules to stay ahead of expected demand.
- Managed staff hiring, training and supervision.
- Cultivated professional working relationships with peers and supervisors.
Private Duty Nurse
Freelance
02.2021 - 07.2023
- Reported general, physical and mental condition of patients to support care initiatives.
- Administered prescribed medication and treatment in accordance with physician orders.
- Scheduled appointments and transported patients to medical facilities for follow-ups/check-ups
- Fostered strong relationships with clients and families to support comprehensive social, mental and physical care.
- Interpreted patient needs, knowledge, growth and development to construct treatment plan.
- Educated family members and caregivers on patient care instructions.
- Equipped patients with tools and knowledge needed for speedy and sustained recovery.
- Communicated with healthcare team members to plan, implement and enhance treatment strategies.
Quality Assurance Analyst (Seasonal)
Balsam Brands
09.2021 - 01.2022
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Created and achieved process quality objectives and met process specifications.
- Fixed identified issues to increase productivity and boost workflows.
- Uphold company's Quality Program by ensuring that teams meet established standards of quality through regular audits, coaching, calibrations and by meeting various Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Evaluate at least 50 emails and live chat cases on weekly basis while supporting team on-shift. Recommend and update resources that will assist Customer Loyalty Specialists (CLSs) in delivering accurate resolutions.
- Effectively handle customer service emails and live chats by representing the brand and its values to meet Service Level Agreements (SLAs).
- Complete quality reports and other reportorial requirements accurately and within specified timelines.
- Lead team calibration sessions.
- Handle support queues to ensure that cases are addressed and/or endorsed to appropriate groups in timely and satisfactory manner.
- Communicate with colleagues, leads, managers and other departments to ensure customer issues are resolved appropriately, operations are running smoothly, complies with quality standards and address behavioral patterns, as necessary.
- Understand company policies and procedures, knows when to escalate and de-escalate customer service-related concerns, and cascades in operational changes in-season.
- Ensure accurate and real-time updates of cases in back-end system as required. Attend or conduct various meetings and/or calibrations, as scheduled, and as needed.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
Casino Marketing Host
Okada Manila
03.2017 - 01.2021
- Maintained and developed positive, friendly relationships with gaming customers by assisting guests with VIP requests and amenities and issuing comps.
- Maintained detailed familiarity with high-value players and guests of casino and researched and identified most valuable players and guests in distinctive time frames.
- Developed one-on-one relationships with premium players and provided exceptional guest service to cultivate and maintain VIP relationships.
- Structured time to visit with supervisors in slots, table games and food and beverage areas to mitigate problems or issues involving VIP players.
- Organized and coordinated show reservations, guest rooms and meals to provide guests with optimum convenience and comfort.
- Devoted significant time being visible and available on casino floor to meet and greet guests during individual visits and special events.
- Achieved goals and objectives for phone calls and messages sent to current, inactive and prospective high-end players for increased casino revenue.
- Collaborated with different departments to resolve customer complaints and issues to guarantee seamless satisfaction, boosting customer satisfaction ratings
- Developed marketing plans to boost customer loyalty and enhance customer satisfaction.
- Planned and executed promotions and VIP events, tournaments and other special functions to develop and maintain guest loyalty and incremental visitation.
- Maintained customer loyalty to casino with expert and immediate handling of complaints.
- Addressed customer behavior or complaints head-on to maintain smooth and professional operations.
- Satisfied VIP clients with complimentary benefits to encourage continued gameplay.
- Issued complimentary rooms, meals and discounts to keep players at property and satisfied for maximum betting.
Casino Shift Manager (Project-based)
Galaxy Casino
01.2018 - 04.2018
- Identified and removed players suspected of cheating in cards or other games.
- Kept games fair by proactively identifying and removing suspected cheaters.
- Compiled wager and payoff data for specific races and events for operational reporting.
- Monitored gaming operations continuously to check on dealers and players.
- Stayed current on changing tricks and techniques used by players of each game.
- Maintained customer loyalty to casino with expert and immediate handling of complaints.
- Checked on staff regularly and adjusted workflows, assignments and schedules to stay ahead of expected demand.
- Addressed customer behavior or complaints head-on to maintain smooth and professional operations.
- Helped market casino to target groups to bring in business and sustain continued profits.
- Interviewed, hired and trained new gambling floor workers.
- Coordinated staff schedules, rotations and breaks.
- Satisfied VIP clients with complimentary benefits to encourage continued gameplay.
Assistant Online Casino Manager
SLI Solutions
03.2012 - 01.2017
- Gained extensive knowledge in data entry, analysis and reporting.
- Participated in team projects, demonstrating ability to work collaboratively and effectively.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Self-motivated, with strong sense of personal responsibility.
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
- Monitored security and handled incidents calmly.
- Enhanced employee management by developing schedules, tracking time and administering payroll.
- Leveraged fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels.
- Helped team members maintain professionalism by coaching each on methods for delivering exceptional service.
- Educated operations team on best practices, company policies and service excellence standards.
- Coordinated with General Manager in different operational issues and promotional activities.
- Developed and maintain SOP/Operational Guidelines for staff.
- Supervised operations team to support operational excellence and excellent customer service.
Online Casino Dealer - VIP
Strong City Incorporated
11.2010 - 03.2012
- Conducted games such as Baccarat, Blackjack and Roulette by explaining rules.
- Trained new dealers in rules and operation of different games.
- Maintained rules for games.
- Created enjoyable atmosphere for players by engaging patrons in positive and entertaining conversation.
Staff Nurse
St. Luke's Medical Center - BGC
02.2009 - 09.2010
- Monitored patients' conditions and reported changes in physical presentation, appearance, and behavior to discuss treatment with physicians.
- Educated patients, families and caregivers on diagnosis and prognosis, treatment options, disease process, and management and lifestyle options.
- Administered medications via oral, IV, and intramuscular injections and monitored responses.
- Updated patient charts with data such as medications to keep records current and support accurate treatments.
Education
Bachelor of Science - Nursing
San Juan De Dios Educational Foundation Inc.
Pasay City, Philippines04.2007
Skills
- Complaint resolution
- Cultural Awareness
- Customer Service Excellence
- Handling Escalations
- Information Security
- One Call Resolution
- Quality Assurance
- Schedule Management
- Staff/Team Development
- Training and Mentoring
Accomplishments
- 2019 - Developed and conducted two (2) trainings namely: "Strategies of Success" & "Customer Service Training" to Casino Marketing - Premium Marketing Club
- 2019 - Brightest Star of the Year - Casino Marketing - Premium Marketing Club
- June 2019 - Top 1 Up Seller - Okada Manila Rewards Collection Program
- January 2019 - Top 4 Up Seller - Okada Manila Rewards Collection Program
Certification
- General Virtual Assistant Training, Pro VA - May 29, 2021
- Brivity VA Bootcamp, Brivity VA - June 14-25, 2021
Software Tools
- Dropbox
- Gladly
- Google Drive
- Google Sheets
- Microsoft Office
- Microsoft Teams
- Salesforce
- Slack
- Zoom
Timeline
Shift Manager
Confidential
07.2023 - Current
Quality Assurance Analyst (Seasonal)
Balsam Brands
09.2021 - 01.2022
Private Duty Nurse
Freelance
02.2021 - 07.2023
Casino Shift Manager (Project-based)
Galaxy Casino
01.2018 - 04.2018
Casino Marketing Host
Okada Manila
03.2017 - 01.2021
Assistant Online Casino Manager
SLI Solutions
03.2012 - 01.2017
Online Casino Dealer - VIP
Strong City Incorporated
11.2010 - 03.2012
Staff Nurse
St. Luke's Medical Center - BGC
02.2009 - 09.2010
Bachelor of Science - Nursing
San Juan De Dios Educational Foundation Inc.
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