Reyna Cirera

• Teach one-on-one online and offline classes to students
• Follow company's curriculum using own lesson materials (e.g., Callan Method, Daily News, Business English, etc.).
• Use the teaching platform and classroom tools effectively
• Evaluate students’ English proficiency level (speaking, listening, reading, writing)
• Provide constructive feedback and correction in an encouraging way
• Adjust teaching style based on the student's needs, age, or language goals
• Manage virtual classroom behavior politely and professionally
• Maintain student engagement and participation during the lesson
• Accurately record class feedback, comments, and student performance after each session
• Apply teaching tips and best practices from feedback or coaching sessions
• Stay updated with changes in lesson material or company policies

• Streamlined check-in process to decrease wait times and increase customer satisfaction
• Assisted guests with reservations, modifications, and cancellations to meet their travel needs
• Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations
• Achieved positive outcomes from Guest queries in a timely and efficient manner
• Ensured an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required
• Demonstrated a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
• Demonstrated a high level of customer service at all times
• Complied with hotel security, fire regulations and all health and safety legislation
• Acted in accordance with policies and procedures when working with front of house equipment and property management systems
• Ensured that the Guest Service Manager is kept fully aware of any relevant feedback from guests and, or, other departments

Central Control Management

• Managed monitoring and oversight of operations, ensuring all jobs were completed on time and as planned
• Set a standard work process for staff
• Set a standard CCTV arrangement
• Updated staff for any changes to work process and carpark events
• Coordinated with the Technical Team for concerns dealing with equipment within the Central Control

Call Management

• Managed call handling
• Minimized dropped and missed calls without compromising service quality
• Managed Reports
• Tracked daily calls
• Updated carpark daily revenue collections
• Submitted general monthly reports with highlighted and escalated frequent issues

Feedback Management

• Conducted further investigation for various feedback
• Escalated feedback to relative department
• Processed parking fee disputes

Prepared monthly roster for Central Control staff

Assisted police requests

• Managed the 24-hour customer service hotline administration
• Managed the day-to-day operations of Central Control
• Provided 24-hour help desk support to car parks and resolved car park operational issues
• Identified potential customer complaints and feedback to provide service recoveries and immediate resolutions
• Provided first level of troubleshooting assistance to resolve operations issues
• Maintained processes and procedures for Central Control
• Monitored, coordinated and liaise with internal departments
• Coordinated with Technical Support Team to provide support in daily operations and system breakdown
• Monitored the movement of Technical Team daily
• Ensured that all NETS settlement files are sent to NETS daily without fail
• Prepared and compiled Central Control daily reports
• CCTV Surveillance and Audio Communication Support
• Maintained 100% of service on VPN and CCTV connectivity daily
• Monitored car park operations to facilitate a smooth traffic flow
• Provided coordination and connectivity between customers, car park operations, system support and other functional groups

• Assisted new customers in installing an internet connection
• Provided clear and concise step-by-step technical support to guide clients.
• Communicated technical computer information to non-technical customers by providing simplified descriptions
• Assisted customers' email issues
• Resolved existing customers' internet connection issues logically
• Kept customers' account information confidential

• Handled customers' general inquiries
• Assisted customers with prepaid mobile subscriptions.
• Assisted existing customers with product-related questions, feedback, and complaints

• Handled general customer inquiries
• Took in account records requests
• Applied a logical problem-solving approach to resolving customers' problems and inquiries, especially billing concerns
• Delivered customer service effectively and efficiently
• Adhered to strict confidentiality and security protocols when dealing with personal documentation