The document outlines the applicant's objectives, education, work experience and skills. For objectives, the applicant aims to utilize experience in customer service management to improve customer satisfaction. Education includes a Bachelor of Science in Nursing degree. Work experience includes several roles in customer service and human resources in the hospitality and construction industries in the Philippines and UAE. Key skills include strong communication, problem solving, and customer service orientation.

1. OBJECTIVES
 Customerservice managementwheremyexperience canbe utilizedtoimprove
Customersatisfaction.
 StrongInterpersonal communicationskills.
 Problemanalysisandproblemsolving.
 Organizational skillsandcustomerservice orientation.
 Adaptabilityandabilitytoworkunderpressure.
 Consistent employee engagement is what human resources strives for in its goals
For the workforce
EDUCATIONAL QUALIFICATIONS
Graduate of Bachelor Science in Nursing
Velez College, Cebu City, Philippines
WORK EXPERIENCES
Position : Human Resource Secretary
Duration : January 18, 2015 – December 30 2015
Company : THE COVE ROTANA Resort and Spa
Company Industry: Hospitality
Location : Ras Al Khaimah, UAE
Job Description:
•Organize daily incoming correspondence to HR department and handle/respond
as appropriate
• Maintain all colleagues files ( new joiners, leavers) and other filling systems as
per Rotana standard
• Establish and maintain various filing/records/database of business contacts,
Trace pending items and follow up as appropriate
• Coordinate daily communication and briefing between the Human Resources
members and Government Relations Officer for all visa related matters( new
joiners ID’s, food handlers…etc)
• Organize business travel arrangements and other duties as requested
• Organized vacation tickets to colleagues along with their transportation and
meal allowances
• Process leavers final settlement and their final exit interview and al other
formalities.
• Organize daily transportation schedule from and to
Dubai/Airports/repatriation/arrivals/mall trips
• Organize monthly Team Meeting Presentation and all related documentations(
COMnomination, letters, service awards order, BEO…etc)
•Updating Oasys and process HR Action Form for new
joiners/allowances/promotions
APRIL P. YAP
Birth : Aug. 25,1985
Placeof birth: Phil
Gender : Female
Nationality:Filipino
Marital Status:Married
Place of Residing
Dammam, KSA
Communication details
Phone (+966)53 651 8253
Email:
April.eparg@gmail.com
Languages Known
English,Tagalog,Cebuano
VISA
VisitVisa however, Family
Visa on process

2. •New joiners offer letter and arrange their visa and coordinate their arrival
experience with accommodation
•Coordinate with the nurse for all medical insurance related matters( enroll/delete
colleagues in medical insurance, update life insurance monthly, order clinic items,
medial visits to sick colleagues)
•Mange and coordinate all bank applications for new joiners and ensure all is
closed after leaving
•Part of the life and food committee.
•Organize and arrange and attend monthly meetings: GM Round table
•Monthly HR reports: Corporate monthly HR report, government related reports,
weekly GM report update
•Insight Rotana update
Position : Recreation Receptionist
Duration : October 8, 2013 – January 17, 2015
Company : THE COVE ROTANA Resort and Spa
Company Industry: Hospitality
Location : Ras Al Khaimah, UAE
Job Description:
 Oversee all reservations, payment and tracking procedures, established for
the pool, beach and recreation facilities as required
 Create a warm welcome and a friendly atmosphere
 Issue and retrieve locker keys and towels before and after use
 Promote all classes, activities and services that are offered within the club
 Post charges in micros that may incurred by Guests and members and carry
out correct accounting procedures
 Assist the Fitness Instructor in ensuring that all members and Guests follow
safety procedures, rules and regulations
 Periodically check on the cleanliness and order of the locker facilities
 Ensure all the reception area is tidy and clean and that all materials e.g.
towels, newspapers, magazines and advertising material is readily available
 Encourage sales through full product and price knowledge of offered and
available facilities
 Operate in a safe and environmentally friendly way to protect guests’ and
colleagues’ health and safety, as well as protect and conserve the
environment
 Comply with the hotel environmental, health and safety policies and
procedure
Position : Receptionist/ Helpdesk
Duration : February 26, 2012 – October 5, 2013
Company : SAUDI OGER LTD. (KAUST)
Company Industry: Construction
Location : Jeddah, KSA
 Delivered friendly, prompt service
 Monitored or record to ensure that customer service standards are being
met.
Competencies:
 Strong communication
skills
 Ability to work under
pressurewith great
results
 Internet and email
applications
 Dedication to highest
levels of customer
satisfaction
PassportDetails:
EB9029684
Date of Issue:
August 30, 2013
Expiry date:
August 29, 2018
Placeof Issue:
PCG Jeddah

3.  Answered visitor inquiries about special events or fitness class.
 Directing visitors to appropriate contacts, answering incoming calls.
 Assisted in booking appointments for guests if they want to use the court.
 Assist in making reservation for any event to use the facility
 Filed documents for maintenance and other log sheets
 Answered email inquiries from the guest.
 Assisted immediate Supervisor for the Weekly report and monthly report.
 Promote all classes, activities and services that are offered within the club
 Update Internal Website for new classes and activities.
Position : Executive Operation
Duration : January 2010 – February 2012
Company : AEGIS PEOPLE SUPPORT
Company Industry: BPO
Location : Cebu City, Philippines
 To answer to the queries of the customers in an ethical and informative
way.
 To give appropriate and relevant information to the customers.
 Assisting customers in processing their application
 Gathering information from the customers
 Provide information in the product that they are interested in
 Provide memorable interaction to the customers
 To maintain a position of trust and responsibility by keeping all customer
business confidential.
 Have complete knowledge of services rendered, and complete line of
products, taking responsibility to stay update and ask for assistance to
acquire latest developments.
 Exercised strong interpersonal communication skills with customers
 To initiate conversation to uncover customers' needs
Position : Customer Service Associate
Duration : January 2009 – July 24, 2009
Company : WIPRO
Company Industry: BPO
Location : Cebu City, Philippines
 Handle incoming calls from outside country customers
 To develop rapport with the customer base, greet by name, have
Knowledge of account ownership, be responsive and timely with
correspondence and problem resolution, an display a caring attitude
 Strived for one call resolution of customer issues
 Stroked a positive and cooperative tone with both customer and coworkers
 To answer to the queries of the customers in an ethical and informative
way.
 Demonstrated best judgment in the disbursement of adjustments and
credits
 Increased customers experience by providing information on new products,
rate plans, and service through up selling opportunities.

4.  Kept records of customer interaction and transactions
 Built customer satisfaction and loyalty
 Exercised strong interpersonal communication skills with customers
 To maintain a position of trust and responsibility by keeping all customer
business confidential.
Position : Market Researcher
Duration : February 2006 – December 2008
Company : Opinionology(Western Wats)
Company Industry: BPO
Location : Cebu City, Philippines
 Conducted a live phone interview to gather information about consumers
and their opinions while working for many different types of companies
including government agencies, corporations and political candidates. Also,
conducted opinion research in order to determine the attitudes of the
public on a variety of issues.
 Provided quality service to all
Position : Cashier/ Service Crew
Duration : November 2003 – April 2004
Company : Freemont Corporation, Jollibee Sto. Niño
Company Industry: Fast Food
Location : Cebu City, Philippines
 Ensured that each customer receives outstanding services by providing a
friendly environment, which includes greeting and acknowledging every
customer, maintaining outstanding standards, solid product knowledge
and all other aspects of customer service.
 Served customer in an efficient, timely and polite manner
 Computed or totaled customer’s bill, received payments from customers in
the form of cash, credit cards, and debit cards for good purchased.
 Responsible for accurate processing and maintenance of sales transaction
records.
COMPUTER SKILLS
 MS Word, Excel, PowerPoint
 Literate about Internet
TRAINING/SEMINAR
 Cashier Certificate
 English Language Program Level 3
DECLARATION
I hereby declare that the above written particulars are true to the best of
my knowledge and belief.
Place : Dammam, UAE April P. Yap