Precious Madonna Carino - Bernal
Cluster Head - Project Management
Baguio City
Summary
Self-motivated and hardworking Team Manager with excellent verbal and written communication, planning and relationship-building and coaching skills. Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 4 years of extensive leadership experience in Hospitality and Project Management. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
13
13
years of professional experience
Work History
Senior Project Manager
Zintro
Remote
07.2021 - Current
- Establish clear communication channels and hold regular team meetings to track progress, address issues, and ensure everyone is aligned.
- Manage project risks by identifying potential problems and developing mitigation plans.
- Motivate, guide, and mentor team members to achieve individual and project goals.
- Delegate tasks effectively, providing clear instructions and support.
- Conduct performance reviews and provide constructive feedback to help team members grow professionally.
- Foster collaborative and positive work environment where team members feel valued and supported.
- Address team conflicts and resolve any performance issues.
- Mentor and coach new team members
- Identify training needs for individual team members
Project Manager
Zintro
Remote
11.2020 - 07.2021
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Identified plans and resources required to meet project goals and objectives.
- Monitored project performance to identify areas of improvement and make adjustments.
- Help companies/clients to find and connect with highly specialized experts, consultants, contractors, and job candidates about potential phone consults, projects, or employment opportunities for their business needs.
- Help various experts to promote their services and source new business.
- Facilitate Recruitment / Fulfillment
TEAM MANAGER
SC Reservations (Philippines)
Baguio
11.2019 - 11.2020
- Coaches Specialists to reinforce winning behaviors to drive revenue, customer retention, engagement and results that deliver on goals
- Lead team members to deliver industry-leading reservation, loyalty, and service recovery solution for all contacts
- Demonstrate IHG Brand-hearted behavior
- Ensure employees are delivering consistent brand experience at every customer touch-point
- Plan, prepare, and deliver inspiring coaching conversations and team meetings focusing on accountability for behaviors that drive results and creating a great guest experience that maximizes revenue delivery
- Responsible for care, resolution, and escalation of employee issues for assigned teams
- Manage attendance, schedule compliance, and efficiency metrics
- Support employees in their learning and career development
- Lead and participate in company initiatives and events
- Champion change of all continuous improvement initiatives in RCC
- Hire and onboard new team members with focus on ensuring right people are in place to deliver on the IHG Vision.
- Facilitated meetings to communicate team performance goals and results.
- Developed performance measurement strategies, identifying areas for improvement.
SEASONAL TEAM MANAGER
SC Reservations (Philippines)
Baguio
02.2019 - 11.2019
- Coaches Specialists to reinforce winning behaviors to drive revenue, customer retention, engagement and results that deliver on goals
- Lead team members to deliver industry-leading reservation, loyalty, and service recovery solution for all contacts
- Demonstrate IHG Brand-hearted behavior
- Ensure employees are delivering consistent brand experience at every customer touch-point
- Plan, prepare, and deliver inspiring coaching conversations and team meetings focusing on accountability for behaviors that drive results and creating a great guest experience that maximizes revenue delivery
- Responsible for care, resolution, and escalation of employee issues for assigned teams
- Manage attendance, schedule compliance, and efficiency metrics
- Support employees in their learning and career development
- Lead and participate in company initiatives and events
- Champion change of all continuous improvement initiatives in RCC
- Hire and onboard new team members with focus on ensuring right people are in place to deliver on IHG Vision.
- Developed performance measurement strategies, identifying areas for improvement.
- Facilitated meetings to communicate team performance goals and results.
LEAD PEER COACH
SC Reservations (Philippines)
Baguio
12.2018 - 02.2019
- Coaches Specialists to reinforce winning behaviors to drive revenue, customer retention, engagement and results that deliver on our goals
- Inspires others to deliver a tailored brand experience through expert market and customer insights, industry knowledge and passion in a culturally diverse environment
- Delivers and executes on strategies and initiatives that promote brand preference, builds customer loyalty and operational effectiveness
- Enables change within a contact center environment where the team adapts and adopts required change quickly and effectively.
UA LIVECHAT SPECIALIST
SC Reservations (Philippines)
Baguio
02.2016 - 12.2018
- Assists guests in making reservations through phone or chat sessions
- Answers guests' queries about IHG hotels
- Educates guests with use of website and online reservation.
- Developed strong client relationships through consistent communication and attentive service.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
RESERVATION SALES SPECIALIST
SC Reservations (Philippines)
Baguio
06.2016 - 02.2018
- Assists guests in making reservations and answering their queries about IHG properties
- Answers 50+ customer telephone calls promptly and appropriately.
LIVECHAT SPECIALIST
SC Reservations (Philippines)
Baguio
10.2014 - 06.2016
- Assists guests in making reservations through chat
- Answers 50+ guests' queries about IHG hotels
- Educates guests with use of website and online reservation.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution
RESERVATION SALES SPECIALIST
SC Reservations (Philippines)
Baguio
04.2011 - 10.2014
- Assists guests in making reservations and answering their queries about IHG properties
- Answers 50+ customer telephone calls promptly and appropriately.
Education
Bachelor of Science - Nursing
Pines City Colleges
Baguio City, Philippines 01.2006 - 04.2006
Skills
Strong customer service and sales skills Strong Communication Skills - listening, written, verbal Web based Navigation Skill
Creative Motivated team player People-oriented Analytical
Performance Coaching
Problem-solving Skills
Time Management Skills
Accomplishments
- 2018, Top 1 for Exhibiting Excellence in Quality for the 3rd Quarter of 2018 (UA LiveChat Department), Specialist of the Quarter Nominee for the 3rd Quarter of 2018
- 2017, Top 1 Most Improved Customer Satisfaction for the 4th Quarter of 2017 (NA Brands), Top 1 for Exhibiting Excellence in Customer Satisfaction for the 4th Quarter of 2017, Rockstar of the Year
- 2015, Specialist of the Quarter Nominee for the 3rd Quarter of 2015 (LiveChat Department)
- 2012, Champ of the Year (Perfect Attendance)
Certificationstraining
- LEAD Peer Coach Program (December 2018-present)
- PHPRO NA Brands Call Audit under the LEAD program (2018)
- Training Assist Workshop (4th Quarter of 2017)
- I-Lead Training (December 2012 - January 2013)
- Change Management from Harvard Manage Mentor (August 2017)
- Hiring from Harvard Manage Mentor (February 2019)
Personal Information
- Place of Birth: Makati
- Date of Birth: 09/30/84
- Gender: Female
References
- Ms. Sherry Hazel Mariñas, Operations Manager, NA Brands, PHPRO, +63 998 9657127, sherryhazel.marinas@ihg.com
- Ms. Pearl Ganipis, HR Supervisor, PHPRO, +63 998 9637760, pearl.ganipis@ihg.com
- Mr. Simon Nelson Dagang III, Operations Manager, NA Brands, PHPRO, +63 998 9657128, simon.dagang@ihg.com
Timeline
Senior Project Manager
Zintro
07.2021 - Current
Project Manager
Zintro
11.2020 - 07.2021
TEAM MANAGER
SC Reservations (Philippines)
11.2019 - 11.2020
SEASONAL TEAM MANAGER
SC Reservations (Philippines)
02.2019 - 11.2019
LEAD PEER COACH
SC Reservations (Philippines)
12.2018 - 02.2019
RESERVATION SALES SPECIALIST
SC Reservations (Philippines)
06.2016 - 02.2018
UA LIVECHAT SPECIALIST
SC Reservations (Philippines)
02.2016 - 12.2018
LIVECHAT SPECIALIST
SC Reservations (Philippines)
10.2014 - 06.2016
RESERVATION SALES SPECIALIST
SC Reservations (Philippines)
04.2011 - 10.2014
Bachelor of Science - Nursing
Pines City Colleges
01.2006 - 04.2006