Summary
Overview
Work History
Education
Skills
Software
Timeline
Generic
Ramoncito Carlo M. Lubaton

Ramoncito Carlo M. Lubaton

Head Of Customer Service
Dipolog City

Summary

Highly adaptable and results-oriented professional with extensive experience in customer relations. Recognized for effective leadership and creating high-performing, collaborative teams. Experienced in adaptive AI integration, applying hands-on knowledge to streamline workflows and daily operations.

Overview

19
19
years of professional experience
3
3
years of post-secondary education

Work History

Head of Customer Service

EBrands Global
Remote
10.2021 - Current
  • Developed service processes from inception, optimizing operational workflows.
  • Mentored team members (from 5 up to 35 team members) to enhance skills and performance.
  • Led AI integration initiatives to modernize and streamline workflows that lead to 70% increase in productivity.
  • Focused on delivering exceptional customer experiences to drive brand success with an average 92% Customer Satisfaction Rating.
  • Monitored performance metrics and provided actionable feedback for continuous improvement.
  • Identified opportunities for process enhancements and implemented effective solutions.
  • Collaborated across departments to resolve cross-functional challenges impacting customer satisfaction.

Hotel Controller

Princess Cruises
Cruise Ship
02.2006 - 11.2020
  • Conducted internal audits to ensure compliance with cash controls and Hotel Policies & Procedures.
  • Reviewed End of Day and End of Cruise balance sheets and reports for accuracy and adherence to company standards.
  • Administered and managed program passwords in alignment with Hotel Policies & Procedures.
  • Verified and analyzed physical inventory routines and levels to ensure accuracy.
  • Collaborated with the Hotel Inventory Manager to reduce slow-moving and obsolete inventory.
  • Completed objective performance appraisals, identifying top performers and mentoring them for career advancement.
  • Managed payroll data entry and processing for 1300 employees to comply with predetermined company guidelines.
  • Worked with 3 executives to create annual budget and track actual expenses against projected expenses.
  • Oversaw accounts payable and receivable operations for daily ship operations.

Crew Administration Manager

Princess Cruises
Cruise Ship
02.2013 - 11.2020
  • Managed administrative services for officers and crew efficiently and effectively.
  • Evaluated embarking crew to ensure proper documentation and compliance with joining requirements.
  • Coordinated accurate and timely travel arrangements for disembarking crew.
  • Prepared and submitted crew immigration and customs documentation to port officials as required.
  • Communicated promptly with shipboard management, shoreside personnel, and payroll offices regarding manning, payroll, and handovers.
  • Monitored Crew Office staff performance, ensuring adherence to policies and operational standards.
  • Addressed crew complaints empathetically, fostering trust and understanding.
  • Facilitated weekly training sessions and staff meetings to communicate policies, address issues, and implement solutions.
  • Completed monthly payroll for up to 1300 employees.

Customer Relation Manager

Princess Cruises
Cruise Ship
02.2013 - 11.2019
  • Anticipated passenger needs and adjusted service to align with individual preferences during interactions.
  • Monitored satisfaction and Net Promoter Scores, implementing short-term service improvement plans as needed.
  • Addressed passenger complaints empathetically, ensuring responses were appropriate and compliant with Hotel Policies & Procedures.
  • Documented passenger complaints promptly in accordance with Hotel Policies & Procedures.
  • Guided Front Desk staff in taking ownership of complaints, ensuring resolutions were detailed, communicated, and documented accurately.
  • Trained and supported the Front Desk team in effectively using hotel systems and enhancing product knowledge.
  • Ensured staff adherence to all Hotel Policies & Procedures.
  • Monitored the performance of Front Desk staff fairly, considering Key Performance Indicators to drive continuous improvement.
  • Produced and implemented customer satisfaction guarantee program which directly resulted in 80% increase in Net Promoter Score.
  • Directed 25-person team of customer service personnel while helping front-line team members work effectively with over 3200 daily customers.

Education

Bachelor of Arts - Mass Communication

St. Vincent's College
Philippines
10.2000 - 10.2003

Skills

  • Exceptional communication and networking skills

  • Team Leadership

  • Expertise in Customer Relations Management

  • Strong Independent Work Capabilities

  • Proven Ability to Thrive Under Pressure

  • Effective Multi-Tasking Skills

  • Proficient in Efficient Task Delegation

  • Consistently Delivering High-Quality Results

Software

Slack, Front, Shopify, Amazon Seller Central, Aissist, Hubspot

Timeline

Head of Customer Service

EBrands Global
10.2021 - Current

Crew Administration Manager

Princess Cruises
02.2013 - 11.2020

Customer Relation Manager

Princess Cruises
02.2013 - 11.2019

Hotel Controller

Princess Cruises
02.2006 - 11.2020

Bachelor of Arts - Mass Communication

St. Vincent's College
10.2000 - 10.2003

Similar Profiles

CREATE PROFILE
Ramoncito Carlo M. LubatonHead Of Customer Service