KAYESEL DIZON
Hotel Management Cum Costumer Support/Service
Surat Thani,84
Summary
Customer service professional with over 5 years of experience in hospitality and client-facing roles. Skilled in managing reservations, handling customer inquiries, and resolving complex issues with a focus on customer satisfaction. Adept at multi-tasking in fast-paced environments, with strong interpersonal skills and attention to detail. Seeking to leverage experience in a customer service/support role to contribute to organizational success.
Overview
4
4
years of professional experience
1
1
year of post-secondary education
Work History
Customer Support Sales Lead
AMAZON UAE
Dubai, United Arab Emirates
9 2023 - 06.2024
- Improved customer retention rates with personalized service strategies tailored to individual client needs.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Contributed valuable feedback from customers to management regarding product improvements or new offerings worth considering for future development plans.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Managed high call volumes approximate 300 calls a day, prioritizing tasks effectively to maintain exceptional service levels for each interaction.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
Reservations Assistant Manager
88 TERRACE
Dubai, United Arab Emirates
01.2022 - 05.2022
- Assist in managing the Daily Operations of the Reservations Department, act as Reservations Manager in his/her absence, and support the Reservations team in achieving departmental objectives (Employee Engagement, Reputation Performance Score, Reservations Accuracy,etc.) Lead the Reservations colleagues by ensuring proper hiring, training, and scheduling of tasks
- Supervise colleagues within the department to ensure that standards and policies of service are maintained
- Find opportunities to exceed guests' expectations by being intuitive and enabling front-line colleagues to deliver exceptional service during guests' stays
- Assist in building an efficient and engaged team of employees by having an active interest in their welfare, and development
- Extend longer hours to sit with Line Managers in planning for achieving occupancy targets/levels and marketing plan strategies.
- Handled reservations and answered questions from interested patrons for busy over 200 room hotel.
Customer Support Executive
88 TERRACE
Dubai, United Arab Emirates
09.2021 - 12.2021
- Corresponded with clients through email, telephone, or postal mail
- Answered central telephone system and directed calls accordingly
- Listened to customers' questions and concerns to provide answers or responses.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Reduced average call handling time, allowing team to assist more customers per day.
- Coordinated with marketing department to ensure alignment on product announcements and customer communications.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Telephone Customer Service Representative
Yas Island Rotana
Dubai, United Arab Emirates
09.2019 - 08.2021
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Consistently met or exceeded quality assurance standards through attention to detail when documenting call notes or updating account information.
- Facilitated sales opportunities through effective upselling and cross-selling techniques during interactions with customers.
- Managed time effectively between inbound calls while also completing assigned administrative tasks such as email correspondence or reporting responsibilities.
- Effectively diffused customer complaints, turning potentially negative experiences into opportunities for positive outcomes and continued business relationships.
- Navigated multiple software systems simultaneously, allowing for efficient call management and accurate recordkeeping.
- Created and maintained detailed database to develop promotional sales.
Receptionist/Cashier
Otantik Café & Restaurant LLC
Dubai, United Arab Emirates
03.2018 - 06.2019
- Welcomed customers and helped determine their needs
- Greeted customers entering the store and responded promptly to customer needs
- Helped customers complete purchases, locate items, and join reward programs
- Worked flexible schedule and extra shifts to meet business needs
- Worked closely with the shift manager to solve problems and handle customer concerns
- Addressed customer needs and made product recommendations to increase sales
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels
- Assisted customers with returns, refunds, and resolving transaction issues
- Used POS system to enter orders, process payments and issue receipts.
Education
No Degree - Hotel And Restaurant Management
Batangas State University
Batangas City 06.2016 - 04.2017
Skills
- Customer Relationship Management (CRM)
- Conflict Resolution & Problem Solving
- Multitasking & Time Management
- Effective Communication (Email, Phone, In-Person)
- Client Onboarding & Documentation
- Data Entry & Accuracy in POS Systems
- Team Collaboration & Leadership
- Adaptability & Flexibility
- Customer Feedback Management
- Strong Organizational Skills
- Key Account Management
- Sales Program Creation
- Product Knowledge
- Technical Support
Multi Chanel Communication
Citizenship
FILIPINO
Visa
Residence
Personal Information
- Passport Number: P6589394B
- Date of Birth: 11/25/97
- Religion: Roman Catholic
Timeline
Reservations Assistant Manager
88 TERRACE
01.2022 - 05.2022
Customer Support Executive
88 TERRACE
09.2021 - 12.2021
Telephone Customer Service Representative
Yas Island Rotana
09.2019 - 08.2021
Receptionist/Cashier
Otantik Café & Restaurant LLC
03.2018 - 06.2019
No Degree - Hotel And Restaurant Management
Batangas State University
06.2016 - 04.2017
Customer Support Sales Lead
AMAZON UAE
9 2023 - 06.2024