Customer Support & Operations Specialist, Guest Relations
Pangasinan
I’m a customer support and client resolutions professional with experience supporting a US-based hospitality and accommodation business in a remote environment. My work involves handling high-priority guest concerns, coordinating issue resolution, managing follow-ups, and conducting post-stay feedback calls. I also maintain FAQs and internal reference materials, support process documentation, and help train new team members. I bring a practical, customer-focused approach to problem-solving, with an emphasis on clear communication, attention to detail, and follow-through. I’m comfortable managing priorities independently while working within established processes and service expectations. Here’s how I can help your business: - Customer service via email, text, and phone - Guest relations and customer issue resolution - Complaint handling and escalation support - Customer follow-ups and feedback calls - Administrative and operational support - FAQ maintenance and process documentation - New-hire training and onboarding assistance I’m interested in remote opportunities where I can use my customer service experience, organizational skills, and operational knowledge to help businesses provide reliable support and maintain smooth day-to-day operations. I value professionalism, accountability, and clear communication, and I take pride in seeing issues through rather than simply passing them along.
Travel Advantage Network, full_time
Jan 2024 to Present
*Manage high-priority guest concerns through email and text, investigating issues and coordinating appropriate resolutions to support guest satisfaction and client retention. *Communicate with guests professionally and empathetically, providing clear updates and following through on outstanding concerns. *Conduct post-stay feedback calls to gather guest feedback, address concerns, and support the overall guest experience. *Coordinate with relevant teams and stakeholders to investigate issues and facilitate timely, appropriate resolutions. *Maintain and update FAQs, reference materials, and internal documentation to support consistent responses and efficient issue handling. *Created a Block Properties reference file to help organize property-specific information and improve access to important details. *Assist with new-hire training and the maintenance of training materials to support employee readiness and consistency. *Contributed to schedule coordination during a transition in client resolutions management. *Use tools such as Zoom Phone, Breezeway, ViewPoint, and PointCentral to support guest communications and daily operational workflows.
Varsity Tutors for Schools, full_time
Apr 2023 to Jul 2023
*Managed incoming calls, SMS messages, and emails from students' families, answering questions about tutoring services and assisting with service-related concerns. *Made outbound calls to help families set up their accounts and prepare to begin tutoring services. *Collected relevant student and family information to support the process of matching students with suitable tutors. *Accessed client systems to schedule tutoring services and coordinate arrangements for students. *Identified and escalated issues beyond the scope of the role to the appropriate school coordinator. *Created and submitted Zendesk tickets when necessary to document concerns and facilitate follow-up. *Maintained clear, professional communication with families while supporting a smooth onboarding and service experience.
Varsity Tutors, full_time
Oct 2022 to Apr 2023
*Supported the final stage of the tutor interview and onboarding process through scheduled welcome calls. *Sent reminders to tutors before scheduled calls, sharing meeting links and helping ensure their participation in the live learning session. *Coordinated email communications with tutors regarding rescheduling procedures and the appropriate contacts for assistance. *Followed up on required onboarding paperwork to help tutors complete the necessary documentation. *Used Calendly to manage and follow scheduled welcome calls. *Helped maintain an organized onboarding process through timely reminders, scheduling coordination, and clear communication with tutors.
IHG Hotels and Resorts, full_time
Apr 2017 to May 2022
*Handled high-volume inbound calls for new hotel reservations, reservation modifications and cancellations, and loyalty program inquiries. *Assisted guests with reservation-related questions and concerns while providing accurate information and professional customer service. *Identified opportunities to upsell hotel accommodations and related offerings when appropriate. *Helped resolve guest concerns and supported a positive booking experience. *Received the Specialist of the Year award in 2019 in recognition of performance. Temporary Assignment: Training Assistant *Assisted in training two batches of new employees, supporting their learning from Day One through endorsement. *Supported two short-term projects involving call reviews and preparation of reports for the manager.