Rosemarie Jamin
Customer Service Representative
Tagbilaran City
Summary
Knowledgeable and dedicated customer service professional with extensive experience in BPO and Hospitality industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Chat Support Specialist
IBEX Global Solutions Inc.
Tagbilaran City
08.2020 - 06.2022
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Cultivated relationships with new customers and maintained good partnerships with existing clients.
- Provided online demonstrations to educate customers on product features and online help resources.
Food and Beverage Cashier
South Palms Resort Panglao
Panglao, Bohol
06.2019 - 08.2020
- Monitored self-checkout systems and provided help in resolving complex problems.
- Inventoried par stock levels in coolers and racks.
- Provided correct change to customers while following cash handling policies and procedures.
- Utilized product knowledge of foods and beverages to make suggestions to customers.
- Counted till at beginning of shift to confirm correct starting total.
- Provided customers with information on specials and discount deals.
- Made change and issued receipts or tickets to customers for each transaction.
- Resolved customer complaints independently or with aid of supervisor.
- Maintained current knowledge of pre-check and cashiering procedures.
- Used POS system to enter orders, process payments and issue receipts.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
Customer Engagement Hostess
South Palms Resort Panglao
Panglao, Bohol
08.2017 - 06.2019
- Confirmed appointments, communicated with clients and updated client records.
- Managed multiple tasks and met time-sensitive deadlines.
- Answered central telephone system and directed calls accordingly.
- Coordinated catering and set up conference rooms for corporate and client meetings.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Collaborated with team members to achieve target results.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Increased customer satisfaction by resolving issues.
Technical Support Representative
Concentrix
Cebu City, Cebu
06.2016 - 02.2017
- Resolved diverse range of technical issues with Windows operating systems and other related applications for customers across various time zones.
- Documented support interactions for future reference.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Assisted with updating technical support best practices for use by team.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Identified potential sales and cross-selling opportunities and informed supervisor.
Education
Bachelor of Science - Tourism
Bohol Island State University- Main Campus
Tagbilaran City, Bohol 06.2012 - 03.2016
Skills
Customer services
Accomplishments
April 2018- March 2018
- Top 2 Up-Seller
June 2018
- Awarded with most mention employee under South Palms in Trip Advisor.
December 11, 2019
- Awarded as Best Employee of the quarter.
January 2021
- Top 4 Agent with Attainment of 108.41% | NXS: 50.98% | OSAT: 9.43% | IR: 82.35%
Timeline
Chat Support Specialist
IBEX Global Solutions Inc.
08.2020 - 06.2022
Food and Beverage Cashier
South Palms Resort Panglao
06.2019 - 08.2020
Customer Engagement Hostess
South Palms Resort Panglao
08.2017 - 06.2019
Technical Support Representative
Concentrix
06.2016 - 02.2017
Bachelor of Science - Tourism
Bohol Island State University- Main Campus
06.2012 - 03.2016
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