Ma.Glechelle DE ROXAS
Dasmarinas, Province Of Cavite
Summary
Dedicated to delivering exceptional customer experiences with a strong focus on building lasting relationships and exceeding expectations. Expertise in service-oriented roles drives a passion for creating positive interactions that contribute to organizational success. Committed to continuous professional growth while fostering an environment of collaboration and excellence. Eager to leverage skills and enthusiasm in a dynamic role that values customer satisfaction and team achievement.
Overview
10
10
years of professional experience
Work History
Contact Center Representative
Makati Life Medical Center
Makati City, Metro Manila, Philippines
10.2025 - Current
- Managed high volume of inbound calls, addressing patient inquiries and concerns efficiently.
- Provided exceptional customer service by resolving issues and ensuring patient satisfaction.
- Documented interactions accurately in CRM system, maintaining detailed records for follow-up actions.
- Collaborated with healthcare teams to streamline communication and improve service delivery.
Restaurant Attendant | Allure of the Seas
Royal Caribbean Cruises
05.2018 - 12.2021
- DandeliveExceptional Dining Experiences. Provide attentive personalized service to guests, ensuring their dining preferences and expectations are exceeded.
- Maintain High Standards of Cleanliness and Presentation. Ensure the restaurant area, tables, and settings are impeccably clean, organized, and visually appealing at all times.
- Efficiently Manage Guest Orders. Accurately take, process, and serve orders promptly while addressing special requests or dietary needs with professionalism and care.
- Enhance Guest Interactions. Build rapport with guests by offering friendly and knowledgeable recommendations about menu items and beverages.
- Proactively Resolve Concerns. Anticipate guest needs and swiftly address any issues or feedback to ensure a seamless and enjoyable dining experience.
Customer Service Associate | San Lazaro Manila
Concentrix Philippines
10.2020 - 12.2020
- Provide Exceptional Support. Deliver prompt, accurate, and personalized solutions to customer inquiries, ensuring a positive and seamless experience with every interaction.
- Resolve Issues Efficiently. Manage and resolve customer complaints effectively, turning challenges into opportunities to exceed expectations and build loyalty.
- Maintain High Service Standards. Consistently meet or exceed performance metrics, such as customer satisfaction scores, call resolution times, and service quality benchmarks.
- Provided customer support during the global pandemic, adapting to high-volume inquiries and transitioning to remote work as necessary.
- Maintained productivity and quality metrics while navigating evolving challenges brought about by COVID-19.
Customer Service Support/ Visa Associates | Moa Complex, Pasay City
Royal Caribbean Cruises Ltd.
Pasay City
05.2016 - 03.2018
- Facilitating Visa Processing. Ensured smooth and timely visa application procedures for crew members by coordinating with embassies and internal teams, prioritizing accuracy and customer convenience.
- Providing Exceptional Support. Delivered prompt and personalized assistance to crew members and their families, addressing inquiries and resolving concerns to maintain high levels of satisfaction.
- Maintaining Documentation Excellence. Managed and verified essential travel and employment documents, guaranteeing compliance with immigration and agency standards to provide a hassle-free experience.
- Enhancing Customer Experience. Proactively identified and addressed potential challenges in the onboarding process, creating a seamless and stress-free journey for crew member.
- Supporting Crisis Management. Assisted crew members during emergencies or last-minute changes, providing timely solutions to reduce disruptions.
- Educating Clients. Provided clear guidance to crew members regarding visa requirements, application procedures, and travel regulations to minimize errors and delays.
- Handling Escalations. Acted as a point of contact for escalated issues, resolving complex cases with professionalism and ensuring positive outcomes for crew members.
- Briefing Crew Members for Embassy Appearances. Conducted comprehensive pre-appearance briefings for crew members, ensuring they were well-prepared with the necessary documents, knowledge of visa requirements, and understanding of cultural expectations for various countries.
Front Desk Associate | The World Center, Sen. Gil J.
Global One Integrated Business Services Incorporation (Mega World Corporation)
11.2015 - 04.2016
- Deliver Exceptional Customer Service. Greet guests with a warm, professional demeanor, ensuring their needs are met promptly and efficiently to create a positive first impression.
- Manage Guest Inquiries and Requests. Address customer questions, concerns, and special requests with empathy and accuracy, going above and beyond to exceed expectations.
- Coordinate Seamless Check-In/Check-Out. Facilitate smooth guest arrivals and departures by handling reservations, payments, and room assignments with attention to detail.
- Resolve Issues with Poise. Act as the first point of contact for complaints, employing problem-solving skills to resolve concerns quickly and enhance the guest experience.
- Maintain a Professional Atmosphere: Ensure the front desk area is organized and welcoming, contributing to a polished and customer-friendly environment.
Education
Bachelors in Hospitality Management - Travel and Tourism Management
University of Makati
01.2015
Associate Customer Service Communication - undefined
University of Makati
01.2011
Skills
- Communication
- Problem-Solving
- Time Management
- Attention to Detail
- Technical Proficiency
- Customer Relationship Management
LANGUAGE
English
Tagalog
Timeline
Contact Center Representative
Makati Life Medical Center
10.2025 - Current
Customer Service Associate | San Lazaro Manila
Concentrix Philippines
10.2020 - 12.2020
Restaurant Attendant | Allure of the Seas
Royal Caribbean Cruises
05.2018 - 12.2021
Customer Service Support/ Visa Associates | Moa Complex, Pasay City
Royal Caribbean Cruises Ltd.
05.2016 - 03.2018
Front Desk Associate | The World Center, Sen. Gil J.
Global One Integrated Business Services Incorporation (Mega World Corporation)
11.2015 - 04.2016
Associate Customer Service Communication - undefined
University of Makati
Bachelors in Hospitality Management - Travel and Tourism Management
University of Makati