Maria Catherine Calibo
Riverview,Canada
Summary
Empathetic Customer Care Advisor with 20 years of experience in the customer service field, known for high productivity and efficient task completion. Specialize in effective communication, problem-solving, and time management skills. Excel in listening, empathy, and patience, ensuring all customer interactions are positive and productive.
Overview
21
21
years of professional experience
Work History
Customer Care Advisor
ACCOR
Moncton, New Brunswick
05.2024 - 12.2025
- Manage cases and handle inbound and outbound emails and phone calls from members, hotel guests, and internal colleagues in a fast‑paced, unscripted environment.
- Assess each situation with strong judgment by gathering information, investigating concerns, and delivering effective, creative solutions in partnership with the appropriate departments or hotel teams.
- Communicate insights and feedback obtained from loyalty program members to help drive ongoing improvements.
- Provide clear and accurate information regarding loyalty program benefits, promotions, policies, and procedures.
- Maintain thorough and precise documentation while navigating multiple software systems, including Salesforce, CXone, and CRM platforms.
- Offer technical support for member accounts, assisting with login challenges, password resets, and guiding users through the loyalty program website or mobile app.
Senior Luxury Reservation Sales Consultant
ACCOR
Moncton, New Brunswick
04.2024 - 05.2024
- Acts as the first point of contact for guests booking stays at Accor's high-end properties (like Fairmont, Swissotel, Raffles), handling inbound calls and inquiries with personalized, heartfelt service to convert them into bookings, leveraging deep knowledge of luxury brands and locations to create memorable experiences, drive revenue, and uphold brand standards through expert communication and sales.
Reservation Sales Agent
ACCOR
Moncton, New Brunswick
10.2022 - 04.2024
- Acts as the first point of contact for guests booking stays at Accor's high-end properties (like Fairmont, Swissotel, Raffles), handling inbound calls and inquiries with personalized, heartfelt service to convert them into bookings, leveraging deep knowledge of luxury brands and locations to create memorable experiences, drive revenue, and uphold brand standards through expert communication and sales.
Store Associate
Marshalls
Moncton, New Brunswick
08.2022 - 04.2024
- Provide excellent customer service to enhance shopping experience. Handle sales/cashiering, keeps the store organized (merchandising, restocking, recovery), processes shipments, and promotes store programs, working as part of a team to create a positive shopping experience and drive sales, embodying values such as honesty and teamwork.
Crewing (Customer Service) Manager
TSM Dry Shipping Phils. Inc.
Makati City, Philippines
01.2017 - 07.2022
- Primarily responsible for the strategic planning, coordination, and welfare of seafarers to ensure vessels are adequately and compliantly staffed.
- Serve as primary point of contact for crew members and their families, addressing, well-being concerns, resolving conflicts, and assisting on managing illness or injury cases.
- Plan and manage rotation, scheduling and deployment of officers and ratings to ensure vessels always have qualified staff, includes handling short-term absences and unexpected changes.
- Recruitment and Selection - Ensure to source, screen, select and hire experienced and qualified seafarers for open positions and for rotation.
- Monitor training needs, coordinate required courses with Crewing Officer, and manage performance appraisals and career progression plans for the crew, often in collaboration with the ship's Captain and technical departments.
- Monitor all travel arrangements for crew members joining and leaving vessels, ensuring timely and cost-effective logistics, including visa applications and immigration clearance.
- Responsible for the crew contracts, wage negotiations and ensuring the crew is well aware and briefed on their benefits and CBA (Collective Bargaining Agreement) before signing.
- Act as a link between vessel owners, managing agents, maritime authorities, and internal departments (Operations, HR, Payroll, Technical) to ensure smooth operations.
- Conducts pre-embarkation briefing and ensure joining crew are immediately familiar with company policies and regulations, safety procedures prior embarkation, their specific duties and confirming all necessary personal documentation and certifications are in order and valid.
Crewing (Customer Service) Officer
TSM Maritime Services Phils. Inc.
Makati City, Philippines
03.2007 - 01.2017
- Comply with and check the validity of all documentary/administrative requirements and training of crew applicants before deployment.
- Ensure that all relevant checklists and documents of the applicants are maintained and secured properly.
- Attends to 24 /7 customer service-related matters, arranges hotel and flight arrangements, coordinates with multinational port agents, vessel Masters, and principals.
- Ensure the authenticity of all documents submitted by the crew applicants.
- Checks the correctness and completeness of the employment contract, requirements, and medical certificate before the final signature of the manager.
- Endorse the crews to accredited pre-employment medical clinics and training centers.
Crewing (Customer Service) Assistant
TSM Maritime Services Phils. Inc.
Makati City, Philippines
07.2005 - 02.2007
- Complies with the instructions of the Crewing Customer Service Officer and Manager, as stated in the appropriate checklist for lined-up crews/applicants.
- Ensure that all relevant checklists and documents of the applicants are maintained and secured properly.
- Attends to 24/7 customer service-related matters as per the supervision of the Crewing Customer Officer.
- Ensure the authenticity of all documents submitted by the crew applicants.
- Prepares the employment contract, requirements, and medical certificate before countersigning by the Crewing Customer Officer.
- Prepares immigration / Customs formalities for embarking/disembarking crews in the Philippine ports.
- Prepares sign-on cash advances, vouchers for reimbursements, visa fees, and other pre-departure costs of crews.
- Prepares certificate of employment as per purpose, duly signed by the designated signatory/manager.
- Performs other lawful orders as directed by the immediate supervisor and/or management.
Receptionist/Front Desk Attendant
TSM Shipping Phils. Inc.
Makati City, Philippines
04.2005 - 07.2005
- Effectively manages high-volume inbound/outbound customer calls, then transfer to relevant department.
- Receives and logs incoming mail and forwards it to the designated department.
- Performs other lawful orders as directed by the immediate supervisor and/or management.
- Assist with other administrative tasks, duties, and work, as necessary.
Education
Bachelor of Science - Computer Science
AMA Computer University
Binan, Laguna, Philippines01.2003
Skills
- Adaptability and flexibility
- Empathy and patience
- Willing and always motivated to learn new things
- Excellent customer service
- Multitasking and organization
- Case management
- Salesforce CRM
- Effective communication
- Administration and office assistance skills
- Ability to work well under pressure
- Active listening
- Complaint handling
- Escalation management
- Attention to detail
- Team collaboration
Training
- Human Rights, 2025
- Personal Data Protection, 2025
- Personal Data in the Context of Labor Relations, 2025
- Anti-Bribery & Corruption Policy and Influence Peddling, 2025
- Excellent Customer Service, 2013
- Effective Communication Skills, 2013
- Marketing and Recruitment Strategy, 2013
- Managing the Sins of Customer Service, 2007
References
Patricia Langelaan, Assistant Director, People and Culture, Global Reservation CentreAccor, patricia.langelaan@accor.com, +1 506 877 3022
Timeline
Customer Care Advisor
ACCOR
05.2024 - 12.2025
Senior Luxury Reservation Sales Consultant
ACCOR
04.2024 - 05.2024
Reservation Sales Agent
ACCOR
10.2022 - 04.2024
Store Associate
Marshalls
08.2022 - 04.2024
Crewing (Customer Service) Manager
TSM Dry Shipping Phils. Inc.
01.2017 - 07.2022
Crewing (Customer Service) Officer
TSM Maritime Services Phils. Inc.
03.2007 - 01.2017
Crewing (Customer Service) Assistant
TSM Maritime Services Phils. Inc.
07.2005 - 02.2007
Receptionist/Front Desk Attendant
TSM Shipping Phils. Inc.
04.2005 - 07.2005
Bachelor of Science - Computer Science
AMA Computer University