Zendyll Kathleen Almorado
Customer Service Supervisor
Manila, Metro Manila
Work Preference
Summary
Dynamic Customer Service Supervisor with a proven track record of enhancing satisfaction levels and streamlining service delivery through effective problem-solving and time management.
Overview
13
13
years of professional experience
1
1
Certificate
1
1
Language
Work History
Customer Service Supervisor
Alorica Teleservices Inc.
01.2016 - Current
- Led 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 regular coaching, feedback, and performance evaluations.
- Monitored performance metrics to ensure adherence to quality standards and operational goals.
- Conducted regular coaching sessions, fostering professional development and team cohesion.
- Developed training programs for new hires, improving onboarding efficiency and knowledge retention.
- Coached employees through day-to-day work and complex problems.
- Collaborated with cross-functional teams to enhance service offerings based on customer feedback.
- Completed bi-weekly payroll for 15 employees.
Guest Relations Officer
Daluyon Beach and Mountain Resort Puerto Princesa City
01.2014 - 11.2015
- Managed VIP guest relations, ensuring exceptional service levels were met at all times.
- Fostered exceptional guest experiences through personalized service and attention to detail.
- Resolved guest inquiries and concerns promptly, enhancing overall satisfaction levels.
- Coordinated with various departments to ensure seamless operations and timely service delivery.
- Greeted guests upon arrival and offered assistance.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- 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 and implemented customer feedback strategies to improve service quality.
- Monitored compliance with service standards, driving continuous improvement across all guest interactions.
- Kept detailed records of all guest transactions throughout their stay for accurate billing at checkout time.
Education
Bachelor of Science - Hospitality Administration And Management
Palawan State University
Puerto Princesa City, Province Of Palawan, Philippines 04.2001 -
Skills
Problem-solving
Time management
Customer service
Escalation management
Policy enforcement
Decision-making
Team building and leadership
Multitasking and organization
Customer relations
Team development
Positive and constructive feedback
Delegating work
Call monitoring
Issue resolution
Quality assurance
Certification
Top 1 in Quality for Q2
Accomplishments
- Supervised team of 15 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Upper intermediate (B2)
Timeline
Top 1 in Quality for Q2
03-2026
Customer Service Supervisor
Alorica Teleservices Inc.
01.2016 - Current
Guest Relations Officer
Daluyon Beach and Mountain Resort Puerto Princesa City
01.2014 - 11.2015
Bachelor of Science - Hospitality Administration And Management
Palawan State University
04.2001 -