1. Brenda E. Alentajan
294 Villa Gutierrez Sangandaan
Caloocan City, Philippines
Mobile No.: +63 910 6572168/+63 905 3447099
E-mail add: balentajan@yahoo.com
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.  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.  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