Zendyll Kathleen Almorado
Alorica Teleservices Inc.
Manila, Metro Manila
13
years of professional experience
Delivered 10 years of customer service representative experience and 4 years of customer service supervisor leadership, driving satisfaction improvements by managing customer issues effectively and optimizing time management for service delivery.
Work History
Guest Relations Officer
1 Year 10 Months- Fostered exceptional guest experiences through personalized service and attention to detail.
- Managed VIP guest relations, ensuring exceptional service levels were met at all times.
- Resolved guest inquiries and concerns promptly, enhancing overall satisfaction levels.
- Coordinated with departments to ensure seamless operations and timely service delivery, enhancing guest experiences.
- Maintained a welcoming atmosphere with genuine interactions and professional communication skills.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Developed customer feedback strategies to enhance service quality, leading to improved guest satisfaction.
- Monitored compliance with service standards, driving continuous improvement across all guest interactions.
Customer Service Supervisor
10 Years 7 Months- Led the team in delivering exceptional customer service experiences, enhancing overall satisfaction levels.
- Implemented process improvements, reducing customer wait times and streamlining service delivery.
- Enhanced team productivity through coaching, feedback, and performance evaluations, fostering a culture of continuous improvement.
- Monitored performance metrics to ensure quality standards and operational goals were consistently met.
- Developed training programs for new hires, facilitating smoother onboarding and better knowledge retention.
- Collaborated with cross-functional teams to enhance service offerings based on customer feedback.
- Coached agents on handling escalations, difficult customers, and policy-compliant resolutions.
Education
Bachelor of Science - Hospitality Administration And Management
Skills
Problem resolution
Operational efficiency
Customer retention
Escalation management
Policy compliance
Made informed decisions to support daily performance.
Team leadership
Priority coordination
Customer relationship
Team development
Performance feedback
Work delegation
Call review
Issue resolution
Quality assurance
Personal Information
Timeline
Customer Service Supervisor
Alorica Teleservices Inc.
01.2016 - 08.2026Read More
Guest Relations Officer
Daluyon Beach and Mountain Resort Puerto Princesa City
01.2014 - 11.2015Read More
Palawan State University
Bachelor of Science from Hospitality Administration And Management
Read More