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ESTRELLA BLANCA SWARATH
Ontario
Work Preference
Summary
Customer service specialist with strong skills in managing customer relationships and enhancing operational efficiency. Proven track record in processing orders and resolving inquiries while collaborating across departments to elevate customer experiences and retention rates.
Overview
17
17
years of professional experience
Work History
Customer Service Support NA
Henkel Asia Pacific Service Centre
Manila
02.2018 - 05.2025
- Process customer quotes and orders using SAP
- Provide proactive and accurate order updates to customers
- Sent order confirmations and provided precise information to customers
- Responded to customer enquiries via email promptly and professionally using salesforce
- Process returns, refunds, and exchanges
- Monitored inventory levels against customer forecasts to ensure availability
- Coordinate with 3PL providers for outbound deliveries
Sales Admin Officer
Entel HK Philippines
07.2016 - 02.2018
- Prepare and organize sales quotes
- Maintain customer and pricing lists
- Assisted team with various tasked parts department with order processing and inquiries to ensure timely fulfillment
- Coordinated shipping and receiving processes to enhance operational efficiency
- Facilitated communication between departments as a point of contact for internal and external requests
- Create and update company manuals, forms, and administrative documents
- Organized digital and paper filing systems for improved accessibility and record-keeping
Reservations Manager
Euro-Asia Holidays Pte Ltd
10.2010 - 10.2012
- Managed daily operations of guestroom reservations via email and telephone, streamlining booking processes
- Arrange for reservations, changes and cancellations over various booking channels
- Ensure that all reservations with special service requests and/or special billing are communicated to the appropriate departments
- Resolved customer issues and complaints with follow-up actions
- Attended to customer inquiries regarding hotel and flight destinations, ensuring timely and accurate responses
- Sold holiday and travel products, enhancing customer experience and satisfaction
- Achieved sales targets through effective customer engagement and product promotion
- Comply with hotel and department policies and procedures at all times
Reservations Officer
Asia Travel Philippines, Inc.
Manila
01.2008 - 06.2010
- Handle reservation inquiries using computerized reservation systems to book rooms, flights, and reservations for customers
- Informed customers of services, rates, and availability to facilitate informed booking decisions
- Assist customers in planning travel or accommodation arrangements by offering recommendations and information about different options
- Managed changes, cancellations, and upgrades to reservations, ensuring customer satisfaction and adherence to policies
- Addressed and resolved customer complaints related to reservations, enhancing overall customer experience
- Process payments for reservations and issue confirmation details to customers
- Work closely with other departments, such as sales and the front desk, to ensure seamless customer service
- Maintain accurate records of reservations and transactions
Education
Diploma - Community Services And Mental Health Worker
TriOS College
Toronto, ON12-2027
Bachelor's Degree - Computer Science
La Salle University - Ozamiz
Philippines03-2005
Skills
- Customer relationship management
- Order and reservation management
- Client billing support
- Data accuracy
- Problem solving
- Online customer support
- Service excellence
- Time management
- Organization and prioritization
- Adaptability and teamwork
- Customer-focused approach
Personal Information
- Title: Customer Experience Specialist
- Gender: Female
- Nationality: Philippines
- Marital Status: Married
- Work Permit: Yes, with Permanent Residence
- Religion: Born-again Christian
LANGUAGES
English / Tagalog
ABOUT ME
Age: 41
Timeline
Customer Service Support NA
Henkel Asia Pacific Service Centre
02.2018 - 05.2025
Sales Admin Officer
Entel HK Philippines
07.2016 - 02.2018
Reservations Manager
Euro-Asia Holidays Pte Ltd
10.2010 - 10.2012
Reservations Officer
Asia Travel Philippines, Inc.
01.2008 - 06.2010
Diploma - Community Services And Mental Health Worker
TriOS College
Bachelor's Degree - Computer Science
La Salle University - Ozamiz