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  1. 1. Brenda E. Alentajan 294 Villa Gutierrez Sangandaan Caloocan City, Philippines Mobile No.: +63 910 6572168/+63 905 3447099 E-mail add: Objective: Seeking a postin the customer service field where I could provide my customer service skills and prove my multi-tasking abilities in an exclusively customer service oriented environment. Education: Graduate of B.S. Business Management,major in Management Lyceum of the Philippines University,Intramuros Manila,June 1995 – March 1999 Employment History: Casino Services & Reservations, June 2014 up to present City of Dreams Mania Melco Crown Philippines Asean Avenue corner Roxas Boulevard, EntertainmentCity, Parañaque 1701,Manila, Philippines  Handles all incoming call inquiries and reservations.  Be familiar with the procedures and guidelines in processing booking.  Coordinate with relevant departmentas needed and do the necessaryactions.  Provides excellent customer satisfaction in accordance with the guidelines.  Perform and complete assigned task.  To ensure for all confirmed bookings are accurate Contact Centre Officer, April 2010 up to June 2014 Genting Phillipines Holdings,Inc. Star Cruises Centre NewportCity 100 Andrews Avenue Pasay City, Manila, Philippines -work assignment in Star Cruises (FIT & VIP) & Resorts World Manila  Handles all incoming call inquiries,complaints and ad-hoc requestfrom customers,this includes processing ofbooking,amendmentand cancellation received via telephone and fax.  Effectively manage a customer interaction,identifyneeds and offer a solution.  Follow up on the feedback, escalation within internal departmentand customers.  Escalate unsolved issue and customer’s feedback to immediate Supervisor & Manager.  Answering phone calls professionallyand efficiently, routing calls to correct department.  Provides customer service information for callers and assistance.  Making follow-up calls to customers whenever necessary. Quality Control Agent, October 2008 to February 2010 Scopeworks Asia, Inc. 8F Citibank Center 8741 Paseo de Roxas, Salcedo Village Makati City 1200 Manila, Philippines  To meetthe goal of attaining & maintaining company’s standard scores for accuracy and speed.  Listening,checking and editing the messages and to assure thatwe are delivering to the customers the highest qualityof messages. Reservations Assistant, June 2005 to June 2008 Al Hamra Hotels Management Al Hamra Fort Hotel & Beach Resort***** Al Hamra Village Townhouse***** Khatt Springs Hotel & Spa ***** P.O. Box1468, Ras al Khaimah United Arab Emirates  Fulfill the part as a member ofthe Reservations Team,i.e.cooperation,understanding and supporting the hotel and the department.
  2. 2.  Have a thorough knowledge ofthe products,competitors and marketrequirements.  Maintain highestprofessional and personal standards i.e.quick,efficient, professional service and sensitivityto guests.  Have basic Guest's Relations skills – listening,proper tone of voice and telephone etiquette.  Have a working knowledge ofhandling reservation process and all its terminologies – greeting the guest,determining guest's needs,offering features and benefits that meetguest's needs,making recommendations,adjusting the recommendation, closing up the sale and wrapping up the call.  Sell rooms,enhance inventory control and improve guest's satisfaction.  Maintain effective inter-departmental communication with areas ofthe hotel.  Perform and complete any task or job to be done given by the Reservations Manager.  To ensure all incoming telephone calls,faxes and e-mails are answered within the same day.  To ensure for all confirmed bookings accurate and pertinentinformation are routed for department's action. Golf Reservations cum Receptionist, August 2004 to June 2005 Tower Links Golf Club P.O. Box 30888,Ras Al Khaimah United Arab Emirates  Knowledge in reservations process such as booking,receiving the guests,checking their tee time bookings and assisting them in their tee off and others.  Scheduling guests to their requested golflessons timings and reporting to the Golf Professionals, handling records and issuance ofID’s.  Answered phone calls and queries and booked the guestin their requested tee times as well as calling them for reconfirmation.  Receives payments and preparing dailytransactions reports.  Prepare the printed daily bookings as well as the preparations for big events (tournaments and social events).  Handling records ofGolf Members and others. Cashier, January 2004 to June 2004 Heavenly Urban Chef, Inc. No. 8 SunblestCompound,Km.23 WestService Road Cupang Muntinlupa,Philippines -work assignment is in Fujitsu Philippines CarmelrayTechnologies Canlubang,Laguna Philippines  Receives cash payments from customers.  Monitoring of daily inventories of Company’s fast-moving stocks.  Assisting the counter staffs as needed.  Performs other tasks given by the Supervisors. Assistant Personnel Officer, July 2002 to March 2003 Power Master,Inc. No. 45 Zora St. San Francisco del Monte Quezon City, Philippines  Directly assisting the Personnel Manager in managing the departmentand providing personnel information to higher management.  Interviewing applicants for recruitment,deployed personnel resources to various clients (companies),and monitored personnel resources daily.  Prepared,updated and maintained personnel’s file information.  Submitted benefits,payroll and operations reportfor all departments and governmentagencies.  Attended to clients concerns,phone queries and provided immediate necessaryactions. Unit Manager’s Secretary, June 1999 to July 2000 Sunlife of Canada Dasmarinas St., Binondo Manila, Philippines  Assisted Manager and Insurance agents in their administrative tasks.
  3. 3.  Checked insurance applications,forwarded to corresponding departments and performed follow- ups for application’s approval and release.  Received client’s call attended to their queries and provided immediate assistance.  Reminded clients oftheir dues,performed collections and updated client’s records. Part-Time Jobs: Sales Associate, August 2000 to December 2001 Prudential Life Plans, Inc. 7/F Galleria Corporate Center,Edsa cor. Ortigas Avenue Mandaluyong City, Philippines Independent Group Dealer, October 2001 to June 2004 House of Sara Lee Lemon Square Building Munoz Quezon City, Philippines Franchise Dealer, March 2002 to June 2004 Avon Fashions, Inc. Sangandaan Branch Caloocan City, Philippines Junior Marketing Consultant, August 2001 to March 2002 Boardwalk Fashion and Lifestyles Unlimited Lemon Square Building Munoz Quezon City, Philippines Student Trainee, November 1998 to February 1999 Standard Insurance, Inc. Standard Insurance Tower corner Pedro Gil and F. Agoncillo St. Ermita Manila, Philippines Technical skills proficiency:  MS Office (Word, Excel, PowerPoint,Photo Editor and Internet Access).  Knowledge in the use of office equipments (PC,copier,facsimile,typewriter).  Knowledge in computer applications such as POS,Starres System, Baron System, Prologic System (Wish Edition) & Fidelio System (Opera Edition). Affiliations / Recognition / Trainings:  Certificate of Recognition for being Perfect Attendance for the month of June,July, September, October, November 2010 & March, September 2011, Genting Philippines,Inc. Awarded as V2TIdol of the month,May 2009 Scopeworks Asia,Inc.  Awarded as Best Employee of the month,November 2005 Al Hamra Hotels Management  Member,Lyceum Student Catholic Action  Member,Lyceum ManagementSociety  Member,Lyceum Business Club  Member,Junior Achievers of the Philippines,Inc. (JAPI)  Coordinator, BARKADAHAN (Bago at Responsableng Kabataan tungo sa Demokratikong Hangarin) Youth Organization Personal Information: Date of Birth: October 30, 1978 Nationality: Filipino Gender: Female Civil Status: Single Languages Spoken: English & Filipino ________________________ Brenda E. Alentajan