MILAN CANLAPAN
Bachelor Of Science Major In Hospitality Management
Manila
Summary
During my time I've demonstrated a diverse skill set crucial for effective operations management and client relations. Leading projects, maintaining high standards, and fostering innovation have been central to my success. Effective communication, attention to detail, and time management have enabled me to handle tasks efficiently and maintain client satisfaction. Prioritizing client needs and focusing on security procedures have further enhanced operational effectiveness. My commitment to excellence positions me as a valuable asset capable of achieving organizational goals
Overview
11
11
years of professional experience
14
14
years of post-secondary education
Work History
Head of Back Office
Holisto Philippines
Makati City
10.2021 - 02.2024
- Gained extensive knowledge in data entry, analysis and reporting.
- Innovation and Creativity: Encourage creative thinking to improve operational efficiency.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Managed time efficiently in order to complete all tasks within deadlines.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Demonstrated high level of initiative and creativity while tackling difficult tasks.
- Paid attention to detail while completing assignments.
- Learned and adapted quickly to new technology and software applications.
- Resolved problems, improved operations and provided exceptional service.
Senior Client Relations Specialist
Photobook Worldwide
Mandaluyong City
07.2018 - 07.2021
- Assisted in development of comprehensive training materials for new hires, ensuring consistent quality of service across team.
- Strengthened client relationships by providing exceptional service and addressing their unique needs.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Created customer support strategies to increase customer retention.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Implemented and developed customer service training processes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Customer Service Representative
Philippine Airlines
Manila City
01.2016 - 05.2018
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Answered constant flow of customer calls with minimal wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Investigated and resolved customer inquiries and complaints quickly.
Operations Manager
Raizza’s Gold Spoon Catering Services
Manila City
01.2013 - 01.2015
- Oversee all aspects of operations, including customer service, production quality, hygiene standards, maintenance, and general administration, ensuring compliance with company contracts
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Handled staff training initiatives aimed at dynamic industry demands.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Assisted in recruiting, hiring and training of team members.
- Monitor labor productivity through store reports and scheduling.
Education
Bachelor of science in international hospitality management with specialization in Cruise Line Operation in hotel services., Tertiary Level -
Lyceum of the Philippines University
Intramuros, City of Manila 01.2010 - 04.2014
Grade V to 4th year High School, Secondary Level -
University of The East
2219 Recto Ave,Sampaloc, Manila, 1008 Metro Manila 01.2005 - 04.2010
Grade I to IV, Primary Level -
San Sebastian College Recoletos Manila
Recto Ave, Quiapo, Manila, 1001 Metro Manila 01.2000 - 04.2004
Skills
Critical Thinking
Decision-Making
Dependable and Responsible
Analytical and Critical Thinking
Team building
Multitasking Abilities
Verbal Communication
Project Planning
Team Management
Personal Information
- Age: 30 yrs. Old
- Height: 5'7
- Weight: 132 lbs.
- Date of Birth: 01/05/93
- Marital Status: Single
- Religion: Catholic
Timeline
Head of Back Office
Holisto Philippines
10.2021 - 02.2024
Senior Client Relations Specialist
Photobook Worldwide
07.2018 - 07.2021
Customer Service Representative
Philippine Airlines
01.2016 - 05.2018
Operations Manager
Raizza’s Gold Spoon Catering Services
01.2013 - 01.2015
Bachelor of science in international hospitality management with specialization in Cruise Line Operation in hotel services., Tertiary Level -
Lyceum of the Philippines University
01.2010 - 04.2014
Grade V to 4th year High School, Secondary Level -
University of The East
01.2005 - 04.2010
Grade I to IV, Primary Level -
San Sebastian College Recoletos Manila
01.2000 - 04.2004