Carla Magpantay
Summary
Organized and dedicated Administrative Assistant with a proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Volunteers Mount Hope Long Term Care
St. Joseph's Hospital And Medical Center
London, ON
05.2023 - Current
- Monitored residents, visitors and staff for signs of security concerns and escalated issues to management.
- Answered residents questions about products and services, helped locate merchandise, and promoted key items.
- Delivered energetic responses to residents, visitors and staff in-store and by telephone, going above and beyond to serve needs.
- Engaged in friendly conversation with residents, customers and staff to better uncover individual needs.
- Listened to residents, visitors and staff needs and desires to identify and recommend optimal products.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Managed efficient cash register operations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
Cashier
Metro Adelaide
London, ON
04.2023 - Current
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Used POS system to enter orders, process payments and issue receipts.
- Helped customers navigate applications and in-store technology to deliver best-in-class experiences.
- Restocked and organized merchandise in front lanes.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Helped customers complete purchases, locate items, and join reward programs.
Advisor, Customer Service
Concentrix Daksh Services Philippines Corporation
Quezon City , Philippines
09.2019 - 07.2022
- Managed over 100 customers daily with a positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Maintained user account data by initiating account access and establishing it in the database.
- Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
- Analyzed and escalated complaints, issues, and grievances to designated departments for investigation and response.
- Addressed customer account discrepancies and concerns.
- Learned and maintained an in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints, and discrepancies.
- Attended telephone skills and program information training sessions to boost aptitude.
- Approved and terminated customer contracts upon request.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Processed debit and credit card and electronic check payments.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
Small Business Owner
Carlian Water Refilling Station
Quezon City, Philippines
11.2018 - 05.2022
- Devised processes to boost long-term business success and increase profit levels.
- Promoted business via social media to generate leads and maximize brand identity.
- Provided elite customer service by resolving escalated problems and calmly responding to shifting priorities.
- Fulfilled customer shipping needs by completing all purchase orders and customer invoices.
- Evaluated sales reports and financial statements to manage cash flow and develop techniques to improve business.
- Designed business plan to define concept, short-term and long-term goals and strategies.
- Interviewed and hired ideal candidates to assist with logistics and tasks of business.
- Advertised products and services online, social media and through traditional campaigns to target ideal consumers.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Lounge Supervisor
Tanah Merah Country Club
Singapore, Singapore
07.2012 - 07.2018
- Explained daily specials and beverage promotions to exceed daily sales goals.
- Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines, and mixers.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Implemented drink prep procedures, significantly reducing wasted stock.
- Handled cash on daily basis, which built trustworthiness, and loyalty with owners.
- Closed out cash register and prepared cashier report at close of business.
- Followed strict recipes and drink measurements to minimize product used.
- Conducted regular inventory count to keep bar and drink supplies stocked, avoiding expensive rush orders.
- Checked ID cards and verified bar guests were of legal age.
- Kept detailed inventories and notified management of ordering needs for liquor, beer, wine, and bar supplies.
- Handled cash accurately and prepared nightly deposits.
- Completed bar opening and closing procedures.
- Consulted with managers to organize special events and promotions.
- Kept alcoholic beverages well-stocked and organized to meet expected demands.
- Improved customer service rankings by resolving issues quickly and accurately.
Waitress
Norwegian Cruise Lines, LTD.
Intramuros, Manila, Philippines
12.2006 - 11.2011
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Supervised server staff and simultaneously served personal section of tables.
- Assigned work tasks and coordinated activities of dining room personnel to provide prompt and successful service to patrons.
- Bussed and reset tables to keep dining room and work areas clean.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Trained staff members on use of POS system.
- Upheld high standards of professionalism when dealing with customer issues, supporting serving staff, and waiting on tables.
- Supervised set up of banquet food stations and coordinated service to multiple dining areas.
- Monitored dining rooms for seating availability as well as service, safety, and well-being of guests.
- Trained new hires in food handling and safety protocols to boost knowledge and performance.
Education
Bachelor of Science - Office Administration in Healthcare Services
Fanshawe College
London, ON04.2024
Bachelor of Science - Hotel And Restaurant Management
Trinity College
Manila, Philippines04.2003
Skills
- Critical Thinking
- Medical Terminology
- Customer Service
- Computer Proficiency
- Medical Billing Codes
- Patient Scheduling
- Office Reception
- Adaptable and Flexible
- Answer Telephones
- Teamwork and Collaboration
- Accuro trained
Certification
- Best Employee, Service Excellent. Tanah Merah Country Club, Singapore - 2015.
- Long Service Award, Tanah Merah Country Club, Singapore - 2011 to 2017
Timeline
Volunteers Mount Hope Long Term Care
St. Joseph's Hospital And Medical Center
05.2023 - Current
Cashier
Metro Adelaide
04.2023 - Current
Advisor, Customer Service
Concentrix Daksh Services Philippines Corporation
09.2019 - 07.2022
Small Business Owner
Carlian Water Refilling Station
11.2018 - 05.2022
Lounge Supervisor
Tanah Merah Country Club
07.2012 - 07.2018
Waitress
Norwegian Cruise Lines, LTD.
12.2006 - 11.2011
Bachelor of Science - Office Administration in Healthcare Services
Fanshawe College
Bachelor of Science - Hotel And Restaurant Management
Trinity College