1. Blk 899A Woodlands Dr. 50, +6587257011  65232935
Unit 11-246 SG 730899  athena.maala@gmail.com
Athena Mahree Devena Maala
Curriculum Vitae
Experience October 2015 – Present HOMEDESK
Reservations Analyst/Social Media Manager
(Stay City Rentals LA)
 Responds to communications from guests, travel agents, and
booking or travel websites concerning reservations arriving by
mail, telephone, telex, or through a central reservation system.
 Responds to communications from guests, travel agents, and
booking or travel websites concerning reservations arriving by
mail, telephone, telex, or through a central reservation system.
 Knows the type of rooms the hotel has as well as their location
and layout. Knows of all short term vacation rental packages
plans-meaning status, rates, and benefits.
 Conceptualize and create eye-catching images for hotel's social
media and blog posts. Has a good eye for design and the ability to
source and edit images.
 Provides quick response to guest's questions and complaints,
having a “customer first” mindset, and the ability to move difficult
questions offline.
 Work with paid social ads.
Jun 2009 – Oct 2015 CONVERGYS CORP.
Team Leader/Supervisor
(Comcast)
 Emotionally mature subject matter expert who recognizes and
intervenes in problems identified in customer’s Billing & Technical
concerns/complaints
 Communicate clear instructions to team members and develop a
strategy the team will use to reach its goal
 Provide any training that team members need and advise
workarounds for billing, sales, and technical issues
 Manage the flow of day-to-day operations
 Act as a facilitator in interpreting the Convergys Employee
Handbook and Comcast Market Policies and Procedures

2. Aug 2007- Feb 2008 AEGIS PEOPLE SUPPORT INC.
Operations / Customer Service Representative /
Assistant Team Supervisor / Peer Facilitator
(Healthcare/Insurance)
 Provided customers with accurate information regarding their
eligibility and benefits
 Maintained professionalism and empathy towards difficult callers
 Routed customers to correct department for fast service
 Adhered to allowable call handling time thus generating
productivity for the company
 Assisted team supervisor on Ad Hoc duties
 Provided team mates call assistance in the absence of the team
supervisor.
 Conducted uptraining with team mates to meet client’s needs
 Provided team supervisor weekly feedback on team performance.
Other Skills & Traits
 Computer Operation (Microsoft Office Applications)
 Basic Skills on Adobe Application
 Internet Savvy
 Good command of the English language and has the ability to
express oneself effectively through writing or speaking
 Customer Service oriented
 Can work under time pressure
 Can adjust easily to shifting schedules
 Can do well with less supervision
 Very good organizational skills & keen on details
 Adheres toward company policy
 Open to constructive criticism
 Always willing to learn
Education Tertiary Education
Bachelor of Science in Nursing
Southwestern University
Year Graduated: March 2007
Secondary Education
Saint Louis School
Mandaue City, Cebu
Year Graduated: March 2003
Elementary Education
Mandaue City Central School
Mandaue City, Cebu
Year Graduated: March 1999