- First Name: Mary Grace
- Last Name: Tamayo
- City: Sharjah
- Country: United Arab Emirates
- Phone No: +971501403523
- Education: Bachelors Degree
- Field of Study: BSOA - Computer Secretarial Education
- College or University: Rizal Technological University
- Time Period: April 2005
- Job Title: Customer Service Assistant/Receptionist
- Listed: August 18, 2015 4:37 am
- Expires: This ad has expired
Nov 2013- Present Hala Reservation Agent at Sharjah Aviation Services, Sharjah UAE
• Answering phones and making direct bookings when necessary
• Responsible for all queries in attending mails to the respective client.
• Ensure all bookings are confirmed and updated in the Daily Report
• Responsible to check all the bookings thru Air Arabia System, Hala Reservation System and Limousine Booking.
•Responsible to coordinate all the bookings was escalate to the corresponding person/parties
•Documenting/Recording of Bookings in the Report for Pre Booked or Online.
•Responsible to check flight manifestation
•Familiarize to other parties that covered in Credit Facility
•Assistant of Team Leader
•Allocating Staff to provide the flights for all the bookings.
2012 – Present Customer Service Assistant at Sharjah Aviation Services, Sharjah, UAE
•Responsible in Visa such as submission, collection, cancellation and visa change
•Ensuring that all Visa that was collected/returned to sponsor should be updated in the system.
•To provide an accurate service in Meet and Assist, Quick Exit, Quick Check In, Wheelchair, for arrival and departure passengers.
•To take service recovery measures when appropriate to protect the customer experience.
•Responsible to assist unaccompanied minor passengers.
•Be effective and efficient in doing Check in for passengers.
•Ensuring that all necessary requirements for visa change are complete and need to validate the time of departure.
•Maintains the passenger information in the system
•Maintain the professionalism all times.
Receptionist at Air Arabia, Sharjah, UAE
•Responsible for all incoming calls and handle callers inquiries, re direct calls as appropriate and take advantage messages
•Greet, assist and/or direct students, visitor and the general public
•Receive, direct and relay telephone messages and fax messages.
•Responsible for any courier from internal thru external
•Monitoring for Receiving Log book
•Maintain an adequate inventory of office supplies
•Provide word- processing and secretarial support
•Monitor the use of supplies and equipment
•Coordinate the repair and maintenance of office equipment
•Provide administrative service for the Executive Director
•Assist the Executive Director and other Staff as requested.
2008-2012 Customer Service Executive
at Pacific Control Systems, Dubai, UAE
•Responsible for attending mails received from internal clients
•Maintains customer contact database, corporate files and business plans. Conducting internet research ; reviewing and synthesizing information
•Maintains the security of confidential information
•Plans and schedules projects and ensuring timely completion
•Monitoring of Life and Safety Alarms
•Doing an Outbound call from client for the pending alarms received in control room
•Responsible for attending calls from client for any inquiries.
•Doing a follow up call from client with regards to payment for Direct Alarm System Panel
•Providing Daily/Monthly Reports
•Conducting a training in terms of Call handling Skills/Phone Etiquette/How to become Effective and efficient customer service
•Providing proper procedure. Spiel/Script handling different kinds of alarms
JULY 2008-SEPT 2008 Assistant Team Leader
at Sterling Global Call Center, Pasig, Philippines
•Providing support, help and advice to customers who use the company's products or services.
•Responsible for arranging appointments, meeting with potential customers, explaining our products, answering questions, writing up orders, and asking for recommendations
•Dealing with customer inquiries by telephone or email
•Ensuring that a customer's problem is brought to a satisfactory conclusion.
•Ensuring all telephone calls is answered within a 15 second time frame.
•Providing MEMO’s, Monitoring of Agents Performance.
•Do pre/post shift to all agents
•Performs the duties and responsibilities of the TEAM LEADER in her absence
•Oversees all agents in the floor those needs assistant
•Providing weekly report for agent’s performance.
•Involved in developing a customer service policy.
•Completing all administrative tasks and updating records.
2006-2008 Training Officer at Sterling Global Call Center, Pasig Philippines
•Responsible in developing induction programmes.
•Provide induction training for newly employees so they can quickly learn the ropes
•Gives an overview of the company and the call center, explaining the organizational structure and identifying sources of help and expertise.
•Organize product training programs for call center agents with food tasting and explain the features and benefits of the products.
•Provide agents with reference material such as scripts or lists of frequently-asked questions, to help them deal with customer inquiries.
•Provide training on company policies to ensure that agents follow correct procedures in dealing with customers.
•Keeping up to date with developments in training by reading relevant journals, going to meetings and attending relevant courses.
•Providing Training Materials for newly employees such as Basic Communication skills, Phone Etiquette, Product Knowledge. System Navigation.
•Having a calibration for newly employees who are capable to handle live calls.
•Conducting a role plays to develop good customer handling techniques.
•Responsible to have a copy of recording of good and bad service of call center agent.
•Doing live barging and one on one coaching for agents to avoid those unnecessary things done while taking to client.
•Monitor the performance of individual agents and call center teams to ensure they achieve productivity targets and deliver high levels of customer satisfaction.
•Giving them a pre and post shift for the updates before and after taking live calls.
•Monitoring of the Trainees Attendance/ Providing MEMO's.
•Assisting Trainees who’s taking live calls.
•Prepare the weekly allowance of trainees to be submitted in HR.
•Review and updates Training Plans.
A self motivated individual with over 10 years of experience in various roles like Office Receptionist, Reservation Agent, Training Officer, Assistant Team Leader, Customer Service Executive and Control Room Operator in the Philippines and UAE.
Knowledgeable in doing presentation, training people.
Proficient in MS Office Application (Word, Excel, PowerPoint)
Organized, Multi tasking able to work well with a team environment to enhance my working capacities and professional skills.
Earned a Degree in Bachelor of Science in Office Administration in Rizal Technological University,