<p>Emerald Rodero Salazar Building 8 Flat 45 Block 305 Road 362 Manama, Kingdom of Bahrain Mobile No.: +973 3678 4748 Email Add: [email protected] / [email protected]</p><p>PERSONAL DATA Age: 37 Date of Birth: October 1, 1972 Gender: Female Civil Status: Single Nationality: Filipino Religion: Christianity - Catholic Permanent Address: Philippines </p><p>EDUCATION Highest Education Second Highest Education Education Level: Bachelor's / College Degree Vocational Diploma / Short Course Certificate Education Field: Others Others Course: Bachelor of Science in Psychology Hotel & Restaurant Management School/University: Emilio Aguinaldo College St. Scholastica's Collge Location: Manila Manila Date: Jun 1992 - Apr 1996 Jun 1990 - Apr 1992 </p><p>WORK EXPERIENCED 1. Position: Travel Account Specialist Duration: October 2008 – November 2009 Company: Sitel Philippines Company Industry: Call Center / IT-Enabled Services Location Emerald Avenue, Ortigas City Department: Travel Industry - Travelocity Job Description: Handles reissues and escalations of business travel requests of multi- national companies. (i.e. DHL, Research Council, Twinings, Toys R Us) Handles queries and complaints. 2. Position: Subject Matter Expert Duration: Apr 1, 2007 – October 1, 2008 Company: Affiliated Computer Services Company Industry: Call Center / IT-Enabled Services Location MOA, Pasay City Department: Travel Industry - Travelport Job Description: Junior Supervisor – Level 3 Point of Contact (POC) for Tier/Level 2 agents Tasked to work closely with Trainers and QAs for Training and Coaching purposes to resolve any situations arising from agent error Perform “quality check” work on processed records Perform intensive research requests Take escalated calls (i.e. irate callers) requiring assistance Assigned as one of the floorwalkers for nesting/newbies 3. Position: Advance Exchange Specialist Duration: Jan 1, 2006 - Apr 1, 2007 Company: People Support (Phils) Inc. Company Industry: Call Center / IT-Enabled Services Location Makati City Department: Travel Industry - Travelport Job Description: Handles reissues and escalations, domestic and international travel, Level 2 agent Proficient in Apollo, Worldspan, Delta Supplier Link, Sabre and Shares systems Trained for Cars, Hotels, Flights, Attractions and Services IATA member from Jan. 2006 – April 2007 4. Position: Customer Service Representative – Reservations & Reissue Duration: Jan 1, 2005 - Jan 1, 2006 Company: Advanced Contact Solutions, Inc. Company Industry: Call Center / IT-Enabled Services Location Makati City Department: Airline Account - US Airways Job Description: Handles reissues and escalations of domestic travel (US) Handles queries and complaints 5. Position: Administrative Assistant / Legal Secretary Duration: Sep 1, 2003 - Jan 1, 2005 Company: Martinez And Mendoza Law Office Company Industry: Law / Legal Location Ortigas City Department: Job Description: Assist three lawyers. Work directly with Litigation, Corporate, Airline and Immigration Department of the same office. Handle incoming and outgoing documents. Handle incoming and outgoing calls. Handle dispatching of documents for immediate superiors. Send engagement letters to prospective clients. Follow up new business report for approval. Prepare lawyers' schedules. Handle request of supplies. Act as reliever for secretaries on leave. Handle and participate actively in office activities, i.e., Christmas Party, Summer Outing, etc. Act as notarial secretary for lawyers and frontline for immediate superiors. Arrange local and international travel plans of immediate superiors. Maintain confidential files and records. 6. Position: Recruitment / Administrative Assistant Duration: Jul 1, 1996 - Aug 1, 2003 Company: Urban Bank Company Industry: Banking and Financial Services Location Makati City Department: HR Job Description: Handles and attends Job Fairs Organize Welcome Lunch for new hires Organize and files new employees' 201 files Maintain confidential files and records. TRAININGS/SEMINARS Date Topic/Course Title Oct 2008 – Dec 2008 Product Specifications Hotel & Car Reservations Sitel Philippines Ortigas City Oct 2008 – Dec 2008 UK Geography Sitel Philippines Ortigas City Oct 2007- Dec 2007 Product Specifications-Exchanges Hotel & Car Reservations Affiliated Computer Services Makati City Mar 2007 Microsoft Outlook People Support Makati City Mar 2007 Making Excel Work for You People Support Makati City Jul 31, 2006- Aug 4, Advanced Exchange-Reissues 2006 People Support Makati City Jun 2006 Coaching and Mentoring People Support Makati City Jun 2006 Behavioral Interviewing People Support Makati City May 2006 You and Your Customer-Dealing with Challenging Situations People Support Makati City Jan 2006- Mar 2006 Global Distribution System People Support Makati City May 2005 Reservations and Reissue ACS Makati City May 2005 American Accent ACS Makati City </p><p>Miscellaneous</p><p>Inter-School Psychology Quiz Bee Champion 1st and 2nd National Youth Congress Representative, sponsored by YMCA, Philippines</p><p>Accomplishments </p><p>Appointed as Subject Matter Expert (Junior Supervisor Level 3) Point of Contact (POC) for Tier 2 agents Tasked to work closely with Trainers and QAs for Training and Coaching purposes to resolve any situations arising from agent error Perform quality check work on processed records Perform intensive research requests Take escalated calls (i.e. irate callers) requiring assistance Best in Knowledge checks ACS Inc. (Phils) - given to the trainee with the highest accumulative score for knowledge checks Trained for Cars, Hotels, Flights, Attractions and Services Apprentice People Support program for agents who would want to become supervisors or team managers, acted out as OIC of assigned team Certified Peer Trainer assigned as one of the floorwalkers for nesting (AA) Above Average Rating on my 5Th month and 1 year appraisal Have 100% quality assurance scores from Q.A analysts and supervisor Consistently receives kudos from the callers Advance Exchange Specialist handles reissues and escalations, domestic and international travel, Level 2 agent Proficient in Apollo, Worldspan, Delta Supplier Link, Sabre and Shares systems Trained for Cars, Hotels, Flights, Attractions and Services Awarded for Road Runner no lates and absences Reservations & Reissues Proficient in Sabre</p>